Contact History Report: Refusal Reasons

Required security profile permissions: Contact History View

A refused call in the Contact History report does not necessarily mean the contact was lost or that a serious problem occurred that requires attention. Sometimes a call is considered refused because it was redirected to another agent; in this situation, the contact is often unaware that anything unusual has occurred. Refusals are not a concern unless an agent experiences consistent refusal rates or the overall refusal rates are increasing. Some refusal reasons may have associated telephony standard cause codes associated with them. This code is sent from the call carrier network to the platform and then associated with the contact. When this occurs, the cause code is listed.

Cause codes 16 and 255 are normal releases of a contact and should be associated with contacts.

For more information, see Contact History Report.

The Refusal Reasons column appears in the report only if you click the Display Extended Data check box in the Report Options and then run the report.

Refusal Reason Meaning
Bad Number

The telephone network has returned a cause code indicating the called number no longer being in service or temporarily unavailable. Possible associated cause codes: 1, 16, 31, 253

Resolution: The agent may have logged in to the agent application with an invalid number. If you see this refusal reason, check the number the agent used to log in. To do so, in the Admin application, click Users, open the agent's user profile, and click the Login History tab.

Busy

When the platform attempted to ring the agent phone, either a busy signal was detected or the telephone network returned a cause code that indicated the phone or network was busy. Possible associated cause codes: 17, 34, 46, 254

Resolution: The agent may have used the physical phone outside the platform at the time the platform attempted to deliver a call to the agent. This typically occurs when an agent forgets to set the state to unavailable before making or receiving an off-net call. This refusal reason could also mean you have no available ports on a circuit or the platform. On outbound calls, it is most likely that the line was busy on the number dialed.

Error The delivery of the call to the agent was not successful due to a telephone network issue. This is determined by a variety of cause codes that are returned to the platform from the telephone network that indicate the call terminated but was not answered. Possible associated cause codes: 2, 3, 4, 8, 13, 21, 22, 23, 25, 26, 27, 28, 29, 30, 38, 39, 43, 47, 58, 62, 63, 69, 70, 79, 84, 85, 88, 90, 102, 111, 250, 251, 252

Resolution: The most common cause of this issue is with the physical phone or potentially the phone provider. It may require some validation from the platform.

Note for MAX Integrated Softphone Users: If the Phone Refusal Timeout in the Station is set to either Default(45 seconds) or longer than 30 seconds, the refusal reason will appear as an Error instead of NoAnswer.

NoAnswer The platform was able to initiate a call to the agent over the telephone network and the call was not answered within 45 seconds, depending on the individual refusal timeout, or that one of several specific cause codes were received before the call was answered. Possible associated cause codes: 18, 19, 41, 127, 246

Resolution: The platform was able to establish a connection to the agent's phone network and attempt to deliver the call. The most common causes are the agent not changing the state to unavailable before stepping away, and connectivity issues, including delay.

Note for MAX Integrated Softphone Users: If the Phone Refusal Timeout in the Station is set to either Default(45 seconds) or longer than 30 seconds, the refusal reason will appear as an Error instead of NoAnswer.

LinkFailed

The media server was unable to link the caller and the agent. This should be a fairly uncommon event; it should only occur when there are unusual conditions that prevent this operation from being performed.

Resolution: A 'linked' condition occurs when the agent line and caller line are physically connected, or the call goes into an active state. Because the failure of this process is rare, it requires troubleshooting to determine the cause.

Dropped

One of the call legsAn active piece of a call that connects between routers, gateways, or telephony devices. dropped or hung up at the moment the call was being delivered to the agent. This means the call was successfully linked but during the window of time as the whisper or zip tone was being played, an agent can cancel or hang up the phone and cause this condition.

Resolution: The call was successfully delivered to the agent but the agent hung up before the call was linked to the caller. This occurs any time the agent leg disconnects from the platform when a call is routing. The issue has two possible causes: 

 

AgentLinkTimeout

Linking to an agent is a process that requires that an agent be selected, a call placed, and that call answered before the NoAnswer Timeout expires, which is set to 45 seconds. If the system is unable to call the agent, receive an answer, and link the agent to the caller in 45 seconds or less, then an AgentLinkTimeout occurs.. This is a relatively uncommon event.

Resolution: If you were not able to receive an acknowledgment in response to an invite in regards to SIP messaging, this refusal type will usually occur after 60 seconds. Typically this indicates a failure to connect to the agent's phone system or provider.

N/A This is currently a catch all classification for a refusal. Calls are still be redirected to another agent occurs for other refusals.
(Zero) 0 Cause Code This is usually given by the router when none of the other codes apply. This cause usually occurs in the same type of situations as cause 1, 88, and 100.
Agent Cancelled The agent selected Reject when a contact was routed to that agent. This applies to any media type.