Our telephony release will feature a change around how we capture dispositions in CAI. This short guide goes over the disposition code definitions and how they are applied to call details.
Disposition definitions:
HANGUP: The Tracking Number route type has been set to Hangup.
Applied when: Caller makes a call | Tracking Number route type is configured to Hangup
BUSY: The receiver’s Ring-to number is busy
Applied when: Caller makes a phone call to the tracking number | Receiver (Ring-to) has a Busy tone response
(Note): If it's a simultaneous ring or hunt group, all numbers would ring busy to get this disposition. If all but one are busy and the one is answered or goes to their internal voicemail, it would show as answered. If it isn't answered, it will show as no answer.
REFERRAL: The Tracking number’s campaign has been set to Referral.
Applied when: The Caller makes a phone call to the tracking number and the associated Campaign is set to Referral | Does not connect to the receiver (Ring-To)
ANSWERED: The Tracking Number successfully connected to the Ring-to number.
Applied when: Caller makes call | Receiver (Ring-To) answers the call
Applied when: Caller makes call | Call goes to the receiver’s ring-to and is picked up by voicemail
Applied when: Caller makes call | Call goes to an internal PBX/extension routing on the receiver’s ring-to number
NO ANSWER: The Tracking Number’s configured Ring-to was not answered
Applied when: Caller makes call | Receiver (Ring-To) does not answer after 60 seconds (Ring-to V/M should be disabled)
Applied when: Caller makes call | Receiver (Ring-To) goes to voicemail if Voicemail feature is enabled.
(NOTE) The voicemail feature will be paired with a column in reporting showing there is a voicemail
Caller Hangup: Caller disconnects after dialing the tracking number
Applied when: Caller makes call |Caller disconnects after hearing the disclaimer.
Applied when: Caller makes call |Caller disconnects before reaching the Ring-to’s applied voicemail box
Additional notes around dispositions:
- If the Tracking Number is set to simultaneous hunting (Ring All), the disposition will display based on the longest ringing (Ring-to) number.
- If the Tracking Number is set to Rollover, the disposition will be based on the last overflow number.
- In the event that we fail to capture a disposition code for a particular phone call, any call over 15 seconds in length without a disposition should be set to ANSWERED, any call below 15 seconds without a disposition should be set to NO ANSWER.