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Guide to communication statuses

Laarni D avatar
Written by Laarni D
Updated over 2 weeks ago

The Aloware system categorizes communication activities by status, which helps identify the outcomes and current state of interactions. Below is a detailed breakdown of the various communication statuses:


Completed communication statuses

Includes interactions that were successfully established and completed.

  • Completed inbound call - incoming calls that were successfully answered.

  • Completed outbound call - outgoing calls that were successfully answered by the recipient.

  • Completed inbound SMS - incoming SMS messages that were successfully received.

  • Completed outbound SMS - outgoing SMS messages that were successfully sent to the recipient.


Missed communication statuses

Represents interactions that were not successfully answered or completed.

  • Missed inbound calls - calls that were received but not answered by users or agents.

  • Missed outbound calls - outgoing calls that were initiated but the recipient did not answer. Reasons include:

    • The contact was busy.

    • The call was rejected by the contact.

    • Carrier issues prevented connection.


Abandoned communication statuses

Indicates calls that were terminated before completion.

  • Abandoned inbound calls - incoming calls where the caller hung up before connecting with an agent. For example: The caller terminated the call while waiting in a queue.

  • Abandoned outbound calls - calls initiated by an agent that were disconnected before the recipient answered.


Voicemail communication statuses

Refers to calls routed to voicemail due to unavailability or user preference.

  • Voicemail inbound call - calls that were routed directly to the agent’s voicemail system, enabling the caller to leave a message.

  • Voicemail outbound call - calls made by agents that went directly to the recipient’s voicemail, allowing agents to leave a recorded message.


In progress communication statuses

Applies to active communication.

  • In-Progress outbound call - the call is currently connected, and the conversation is ongoing.


Failed communication statuses

Highlights communications that failed to connect or were not successfully delivered.

Failed calls

  • Failed inbound call - incoming calls that failed to connect due to carrier or system issues.

  • Failed outbound call - outgoing calls initiated but not connected to the recipient.

Failed SMS/MMS

  • Failed outbound SMS - sent SMS messages that did not reach the contact’s phone or failed to deliver.

Failed fax

  • Failed inbound fax - incoming fax communications that failed to connect or deliver.

  • Failed outbound fax - outgoing fax communications that could not be completed successfully.


Queue or Hold statuses

Refers to calls that are either waiting in line or temporarily paused.

  • Queued calls - calls currently waiting in the queue to be connected with an agent.

  • On-hold calls - calls temporarily placed on hold, with plans for later retrieval or transfer.


Terminated without connection statuses

Covers interactions that ended prematurely without reaching an agent.

  • Dead-end inbound calls - calls disconnected without ever being routed to an agent or user.


Pending callback status

Tracks interactions where a callback is expected.

  • Callback pending - applies to calls where the contact has requested a callback. The status remains pending until the callback is successfully initiated and completed.

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