Engage Voice | Call states reference

The call states listed below are used to describe the condition or status of a call in a queue at the time the report was run.
  • PRE-QUEUED: Call has been received by our system, and the system is trying to figure out what queue to route the call to.
  • CALL-AWAIT-QUEUE: Call is not the first call in a FIFO-enabled queue, waiting to be first in line.
  • QUEUED: Call is sitting in a queue of a FIFO-disabled queue, or is the first call in a FIFO-enabled queue.
  • DEQUEUING-PHASE1: Call is being processed by the dequeue engine.
  • DEQUEUING-PHASE2: Call has been processed and is awaiting connection to an agent.
  • ACTIVE: Call is connected to an agent.
  • TRANSFERRED: Call has been transferred.
  • QUEUE-TRANSFERRED: Call has been transferred/overflowed from the queue.
  • COMPLETE: Call is complete after being ACTIVE.
  • END-CALL: An END-CALL has terminated the call in the queue. We reached a Call Termination Queue Event.
  • END-CALL-VM: An END-CALL has terminated the call with voicemail. We reached a Call Termination Event and the product is configured for voicemails.
  • ANI-BLOCKED: Call is not allowed to enter the system because it is on a Blocked ANI list.
  • GATE-CLOSED: Call is not allowed to enter the system because the queue schedule is not open.
  • SPECIAL-ANI: ANI is on the special ANI list.
  • INTERNAL-APP-HANDOFF: Call was handed off to an internal application (i.e., an IVR to a queue).
  • CALLBACK-AWAIT-QUEUE: Callback is not the first queued call in a FIFO-enabled queue, waiting to be first in line.
  • CALLBACK-QUEUED: Callback request is awaiting an ACD callback agent on a FIFO-disabled queue, or is a callback request and is the first call on a FIFO-enabled queue.
  • CALLBACK-PHASE0: Caller is in the IVR to request a callback.
  • CALLBACK-PHASE1: The call is looking for an agent to connect to.
  • CALLBACK-PHASE2: The call has found an agent and is waiting for the agent to be offhook.
  • CALLBACK-DUPLICATE: The callback requested was a duplicate.
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