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      Disposition Tutorial

      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 Tutorial

      This guide outlines the changes to how dispositions are captured in Convirza Actionable Insights (CAI) and provides clear definitions for each disposition code, along with examples of how they are applied to call details.

      Disposition Definitions

      1. HANGUP

      • Definition: The tracking number’s route type is configured to Hangup.
      • Applied When:
        • A caller dials the tracking number.
        • The route type for the tracking number is set to Hangup.

      2. BUSY

      • Definition: The receiver’s Ring-to number is busy.
      • Applied When:
        • A caller dials the tracking number.
        • The receiver (Ring-to) responds with a busy tone.

      Notes:

      • In simultaneous ring or hunt group setups:
        • If all Ring-to numbers are busy, the disposition will be BUSY.
        • If at least one Ring-to number answers or reaches its internal voicemail, the disposition will be ANSWERED.
        • If no number answers, the disposition will be NO ANSWER.

      3. REFERRAL

      • Definition: The tracking number’s campaign is set to Referral.
      • Applied When:
        • A caller dials the tracking number.
        • The associated campaign is configured as Referral.
        • The call does not connect to the receiver (Ring-to).

      4. ANSWERED

      • Definition: The tracking number successfully connected to the Ring-to number.
      • Applied When:
        • A caller dials the tracking number, and:
          • The receiver (Ring-to) answers the call.
          • The call is picked up by the receiver’s voicemail.
          • The call is routed through an internal PBX or extension connected to the receiver’s Ring-to number.

      5. NO ANSWER

      • Definition: The Ring-to number did not answer the call.
      • Applied When:
        • A caller dials the tracking number, and:
          • The receiver (Ring-to) does not answer after 60 seconds (if Ring-to voicemail is disabled).
          • The call goes to voicemail when the voicemail feature is enabled.

      Notes:

      • If voicemail is enabled, a column in reporting will indicate when voicemail was reached.

      6. CALLER HANGUP

      • Definition: The caller disconnects after dialing the tracking number.
      • Applied When:
        • A caller dials the tracking number and:
          • Disconnects after hearing the disclaimer.
          • Disconnects before reaching the Ring-to voicemail box.

      Additional Notes on Dispositions

      1. Simultaneous Hunting (Ring All):
        • The disposition is determined by the Ring-to number that rang the longest.
      2. Rollover (Overflow Routing):
        • The disposition is determined by the last overflow number.
      3. Uncaptured Dispositions:
        • If a disposition is not captured for a call:
          • Calls over 15 seconds in duration will default to ANSWERED.
          • Calls under 15 seconds in duration will default to NO ANSWER.

      This guide ensures a clear understanding of disposition codes and their application within CAI, enabling accurate call tracking and reporting. If you have any questions or need further clarification, contact Convirza Support.