rejectWho should read this article: Administrators, Supervisors
Voiso assigns an end reason to every voice interaction to specify why the interaction was ended (terminated). Call Detail Records can be filtered according to their end reason.
End reasons overview
End reasons are explanations for why a voice interaction ended. Agents, contacts, managers, Voiso, and external events, such as power outages and service interruptions, can all end voice interactions.
The Call Details Record feature enables you to filter interactions based on the following end reasons:
End reason | Description |
|---|---|
Agent disconnect | The agent hung up. Note: You might encounter the Agent logged off event in the Extended Call Details view for this end reason. Refer to End reasons. |
Customer disconnect | The contact hung up. |
DNCR failure | Voiso cannot complete the DNCR verification due to an API accessibility issue or error (for example wrong credentials, connection issues, unexpected API response, token renewal failure, or the API being unavailable, including after the retry attempts), so Voiso blocks the call under the fail closed behavior (Disposition: Failed). |
DNCR rejected | When the Etisalat Safecall DNCR check completes successfully and returns that the outbound number is on the restricted list, so Voiso blocks the call (Disposition: Failed). |
Machine disconnect | The call was terminated by the system or by an unknown process. |
Manager terminate | The call was terminated by a supervisor or contact center administrator. |
Remote party disconnect | A call that was transferred to an external number was ended when the external party hung up. |
System reject (drop) | If the Call Suppression (hardcap) feature is enabled and the call was rejected by the system because the number of permitted calls to a single number was reached. If the Do Not Call Registry feature is enabled and the call was rejected by the system when an agent manually dialed the number or used click-to-call, or the number was dialed during an outbound Dialer campaign. |
Timeout | It is not known which party ended the call. |