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    Callback Status Definition

    Status

    Name Description
    Call Succeeded The callback has successfully connected customer and agent
    Call Failed The callback has failed to connect customer and agent after reschedule attempts
    Rescheduled The callback has been rescheduled as per rescheduled rules

    Reason

    Name Description
    Success The callback has successfully connected customer and agent
    Agent rescheduled Agent pressed DTMF key 3 to reschedule the callback e.g. reached voicemail of customer
    Queue Busy The contact centre number returned busy tone
    Queue No Answer The contact centre number did not answer the call after ringing
    Queue No Ringback The contact centre number did not ring
    User Busy The customer number returned busy tone
    User No Answer The customer number did not answer the call after ringing
    User No Ringback The customer number did not ring
    User Operator Intercept The customer number did not deliver due to network operator rejection
    Agent disconnect during user dial The agent hung up the call while the customer call was ringing
    Call Not Accepted The agent did not accept the callback.
    Rescheduled The callback has been rescheduled as per rescheduled rules
    Sorry, your browser does not support inline SVG. article updatedarticle updated4/26/2021 3:25:11 PM (UTC)4/26/2021 3:25:11 PM (UTC)
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