Answer Machine

Will show as SYSANSMACH in history when the system has detected an answer machine (requires answer machine detection enabled at list level this is currently set to off on the SunLife lists)


Busy

Will show as SYSBUSY in history  when a system driven outbound call received the busy tone indicating that the device is currently busy


No Answer 

Will show as SYSNOANS in history when a system driven outbound call was not answered within the No Answer Time set in the calling permitters plan (currently set to 20 seconds)


Dropped 

Will show as SYSDROP in history when the system has placed an outbound call which has been answered but there is no available user to handle the call


Max Timeout 

Will show as MAXTO in history and is used in the event a call times out in a connecting state prior to ringing

No Carrier – Will show as NOCARRIER in history and indicates an issue with the carrier if you get these then there is a problem that would need to be raised to us


No CPA 

CPA  stands for Call Progress Analysis. Which is something used to determine the outcome or status of a call during its connection process, in order to classify outgoing calls and handle them appropriately. CPA listens to the call's audio during the connection phase to determine: Whether the call reached a live person, a voicemail/answering machine, a fax machine, or resulted in no answer/busy tone or if there is a special tone indicating a disconnected number or network error

Will show as NOCPA in history and will be applied to a call when the system is unable to complete call progress analysis during call setup to determine if the call connected correctly, indicating there was no dial tone or audio, preventing the system from detecting further details such as whether it was an answering machine or a person


Operator

Will show as SYSOI in history and this would be applied when a call cannot be completed as dialled. This would be in various situations such as the below and is indicated to us via the sip response code

  • The number being disconnected or no longer in service
  • The number being invalid or incorrectly formatted
  • The line being temporarily out of service
  • Call restrictions placed on the number (e.g. end client has blocked the presented CLI)

 

Skipped

Will show as SKIPPED in history and is the result applied when a user uses the skip button when previewing a lead


Yanked

Will show as YANKED in history if the system detects that there is potential to drop a call while the call is still ringing, the call will be YANKED meaning, terminated prior to being answered. (The YANK feature can be enabled/disabled with the ‘No Agents Disconnect’ setting within the calling parameters plans and requires the ‘Minimum Ring Time Yank’ set to a minimum of 15 seconds)