Call Dispositions provides valuable insight into how calls progress. When combined with data on hang-up causes, it provides a good foundation for evaluating the performance of your calling activities.
Below, we will review both Disposition and Hangup causes, which you can monitor by adding them as columns to your Warehouse view. Like all other data in Warehouse, you can also filter by these fields when configuring actions.
Dispositions
There are five different dispositions in Adversus, each indicating whether the call successfully reached its destination.
Answered
The call was answered either by a contact or by voicemail.
No Answer
The call reached the destination, but was not answered.
Busy
The call reached the destination, but the line was busy.
Congestion
A telephone network error prevented the call from reaching the phone.
Failed
An error elsewhere in the call process prevented the call from reaching its destination. If you encounter this status, it may be useful to check the call’s SIP code for additional information.
Hangup causes
Hangus causes tells you how a call ended and, unlike Disposition, provides more information about how the call was handled. Hangus causes can offer insight into the handling of both outbound and inbound calls.
Hung Up by an External Party
The contact who was called, or who called in, hung up.
Hung Up by Agent
The agent hung up.
Invalid Call
The system detected an issue with the phone number or call format, preventing the call from being completed.
Agent Offline
The agent was not connected to the system when the call was attempted or was disconnected during the process.
Dropped (Predictive)
During predictive dialing, a call was connected, but no agent was available to answer, so it was disconnected.
Voicemail Detected
The system detected that the call reached a voicemail or answering machine.
Circular Transfer Detected
The call routing created a loop, repeatedly forwarding the call without reaching a final destination.
No Agent Available
No agents were available to handle the call when it was connected.
Agent Not Found
The system could not locate or transfer the call to the assigned agent (most likely due to a configuration issue or because the agent had logged out).
Ghost Call
A call was registered in the system, but there was no actual connection or audio stream. This is most likely caused by a system error or network issue.
No Telephony Capacity
All telephony channels were occupied or exhausted, preventing additional calls.
Left Inbound Queue
The contact called in but hung up before an agent answered.
No Agents Available on Inbound
A call entered the inbound queue, but no agents were logged in or available to answer it.
Internal Router Error
An internal system error prevented the call from being routed correctly.
Outside Business Hours
An inbound call was received outside the configured business hours for the phone number.