Engagements API, what are the meanings of each Call Status?

Developer Support APIs & Integrations
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1

I am using the engagements API for reporting purposes, and I am unclear on the exact meaning of each call status. Can you explain to me how calls receive the following values in their status field?

1. CALLING_CRM_USER

2. CANCELLED

3. CONNECTING

4. FAILED

5. IN_PROGRESS

6. QUEUED

2

Call status is set automatically and cannot be edited. This just shows a call has been completed.

Statuses are set according to a matched condition -

  • Canceled = the user making the call stops the call before connecting
  • Completed = a cal is completed
  • Busy = the line is busy
  • Failed = there was an issue or error connecting to the call
  • No Answer = nobody has picked up
  • Ringing = the call is ringing, it is calling the person
  • Queued = on hold
  • In progress = call is currently in progress
  • Calling CRM user = this can be if a CRM user is calling another CRM user

You can add values to the call outcome and customize the call outcomes.

For customizing call outcome you can refer to this - Create custom call and meeting outcomes

Regards,