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

[CProsser]

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

[himanshurauthan · Accepted solution]

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 - https://knowledge.hubspot.com/calling/create-custom-call-outcomes

Regards,