System Dispositions in Exotel Contact Center

3 min

System Dispositions are those which are generated by the system automatically. The calls to which these dispositions are applicable, are disposed of by the system itself.

System Defined Dispositions

When a call disconnects or the agent is not able to dispose of the call due to any of the following reasons (called Cause codes), then the system will provide the dispositions automatically. The dispositions are known as System Defined Dispositions.

Disposition Code	Meaning	Cause Codes	Call Direction Types
BUSY	If the customer is having the call from another source and will not be able to attend the agent's call, then the call disposed of with this disposition. It happens because of the following reasons. User Busy User not responding. No answer from User.	setup.timeout busy provider.temp.failure number.failure Provider.failure	Outbound
No_ANSWER	If the call ring timed out, or the customer disconnected the call without receiving it, then the call is disposed of with this disposition.	Not attended	Outbound
CONNECTED	If a call gets connected with the customer and the communication between the customer and agent sets up, then the call is disposed of with this disposition.	setup.timeout busy normal.clearing provider.temp.failure number.failure Provider.failure	All type of Calls
CALL_DROP	If a call is waiting in the ACD Node. but none of the agent is found free thus the call gets disconnected without having the communication with any agent, then the call is disposed of with this disposition.	setup.timeout busy normal.clearing provider.temp.failure number.failure Provider.failure Unknown	Inbound
CALL_HANGUP	If both the agent and the customer are connected on the call, but the call gets disconnect due to any issue, or the customer channel is up, then the call is disposed of with this disposition.	hangup.job.timed.out setup.timeout busy normal.clearing provider.temp.failure number.failure provider.failure Unknown	All type of Calls
CALL_NOT_PICKED	If the agent does not answer the call or the call hangs up before answering to it, then the call is disposed of with this disposition. The possible reasons are listed hereinbelow. The agent does not pick the call and ring times out. The call hangs up before agent answers to it.	setup.timeout busy normal.clearing provider.temp.failure number.failure Provider.failure	Inbound, Outbound Auto Dial and Call Transfer.
AMD	If the call gets disconnected due to customer channel is up, then the customer's channel will break and call will be disconnected and disposed of with this disposition.		Outbound
ATTEMPT_FAILED	If the customer channel does not establish due to any of the following reasons, then the call is disposed of with this disposition. The maximum call limit set by the administrator or the supervisor exceeded in the campaign. Maximum call limit exceeded for allowed calls in the call context assigned to the campaign. The call server is not established. The call server is not reachable. Preview call being canceled due to any of the reasons. There is no free agent for the scheduled callbacks		All type of Calls
NUMBER_FAILURE	If the call dialled to any number is hang-up due to any of the following reasons, then the call is disposed of with this disposition. Number unassigned to any of the Queue. There is no route to the specified transit network. No route found to the destination. Customer's Number has been changed. The number dialed in the wrong format. Multiple Choices arises. The number has been moved permanently. The number has been moved temporarily. The customer is using Proxy network. The possibility of alternative services. The number is not Reachable Bad Extension. The customer has declined the call. The number does not exist anywhere in the Ameyo System.	number.failure setup.timeout provider.temp.failure provider.failure	Outbound
NUMBER_TEMP_FAILURE	If the call dialed to a number hang-up due to any of the following reasons, then the call is disposed of with this disposotion. Call Rejected by the customer. The facility by the provider rejects the calls. Invalid call reference value. Request Entity is too large. Request-URI is too large.		Outbound
PROVIDER_FAILURE	If the call hang-up due to the Provider failure because of any of the following reasons, then the call is disposed of with this disposition. Channel unacceptable Destination out of order Access information discarded Facility not subscribed Outgoing call barred Incoming call barred Bearer capability not authorized Bearer capability not available Bearer capability not implemented Call Facility not implemented Incompatible destination Message-Type does not exist or incorrect type of message Bad Request from the client Unauthorized number Payment pending Forbidden network Method Not Allowed Proxy Authentication Required Unsupported Media Type Unsupported URI Scheme Channel is not acceptable by the client. Undecipherable that is the recipient is not able to decrypt the message or MIME body. The number is not implemented over the network. Call version is not supported.	busy setup.timeout provider.failure provider.temp.failure	Outbound
PROVIDER_TEMP_ FAILURE	If the call hang-up due to the Provider failure but will resolve after sometime due to any of the possible reasons, then the call is disposed of with this disposition. Congestion in the circuit or channel Network out of order Temporary failure issue Switching equipment Congestion Requested channel not available Pre-empted Network Invalid / Unspecified message The mandatory information element is missing The wrong message entered Request Timeout Call or transaction does not exist Loop detected in the network Too Many Hops Ambiguous Network Request Terminated Request Pending Server Internal Error Bad Gateway Service Unavailable The message is too large.	number.failure setup.timeout provider.failure provider.temp.failure Licence Exhausted	Outbound
SYSTEM_ERROR	If the call gets connected successfully, but the customer channel disrupted unsuccessfully at the time of the call hangup or an error occurred at the customer channel end because of the following possible reasons, then the call is disposed of with this disposition. Voice resource is not available. Voice resource is not responding.Error received on requesting hangup on customer channel		All type of Calls
FAILED	If the call hangs up due to any unknown error.	Busy setup.timeout provider.temp_failure provider.failure number.failure	All type of Calls
SIT_REORDER	If the wrong number has been dialed or the number is not equal to the defined number format dialed (for example, less than 10 digits in the mobile number), then the call is disposed of with this disposition.	SIT Reorder	Outbound
SIT_NOCIRCUIT	If all circuits from which the call connects are busy, then the call is disposed of with this disposition.		Outbound
SIT_INTERCEPT	If the customer's number changed or disconnected due to the unknown reason, then the call is disconnected with this disposition.		Outbound
Transfer to phone SIT_VACANT	If the number is unassigned to any queue in Ameyo,.		Outbound
NOT_TRIED	If the Supervisor churn some of those numbers from the Lead in Outbound Auto Dial that has to be dialed again, then the call made to these numbers will be disposed of with this disposition.		Outbound

System Generated User Dispositions

The dispositions which will insert after those calls which are not completed due to any reason, then the system will insert the disposition automatically. When this scenario happens, the inserted call disposition is known as User disposition – set by System

Disposition Code	Meaning	Suggested Call Types
user.forced.logged.off	If the user logged off from his account while on the call, then the call is disposed of with this disposition. It may happen due to various reasons like server goes down or internet connectivity breaks down.	Inbound + Outbound
entity.forced.clean.up	If the entity of the call gets cleaned-up forcedly, then the call is disposed of with this disposition.	Inbound + Outbound
failed.association	In case of re-ACD, when the call call comes back to its previous ACD node, the disposition code for the previously associated user is marked as a failed association.	Inbound + Outbound
wrap.timeout	The call will not get disposed of in the provided time; then the system set this disposition automatically.	Inbound + Outbound
user.cancelled.preview	The agent canceled the call after watching the details of the customer, then this disposition is set.	Inbound + Outbound
user.transferred.to.aq	If a call is transferred to the agent's queue by the previously assigned agent, then this call on behalf of the transferor (the agent who transferred it) is disposed of with this disposition.	Inbound + Outbound
user.transferred.to.ivr	Upon call transfer from one campaign to another, if the customer disconnects the call from the IVR before the call gets connect to another Agent, then this call is disposed of with this disposition.	Inbound + Outbound
user.transferred.to.campaign	If the call transferred to another campaign by the agent, and the previously assigned agent failed to dispose of the call successfully, then the call is disposed of with this disposition.	Inbound + Outbound
entity.transferred.to.campaign	If the call transferred to another campaign from the nodeflow, then the call is disposed of with this disposition.	Inbound + Outbound

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