Detail-call-statuses
Since Itgrix_bx v3.5.1 and Itgrix_amo v2.8.0, we have expanded the list of recognizable call statuses from just two (Successful and Missed) to almost all that are supported in CRMs.
Now we need Extra
At the same time, our requirements for setting up Asterisk have increased. To find out the result of the call, we need the "extra" field in the CEL table. If you haven't added it yet, call statuses will work in the old way with only two basic values.
Despite the temporary support for CEL without extra, it's better not to leave the settings that don't meet system requirements. We already rely on the content of extra for handling call interception and transfers, and will rely on it when developing new features.
If the new call statuses do not meet your expectations yet, you can temporarily disable them by making the extra field unavailable.
To do this, you need to set the value "id" instead of "extra" in the config field database.column_name_aliases.cel_extra. After that, the module will look in the id field instead of extra, won't see the expected data, and will work in the old way.
Don't forget to restart the service for the changes to take effect, and let us know what needs to be changed in the call statuses so that they work more correctly.
Statuses in Asterisk
Call statuses are based on a call property that is new to us - the result. This is the result of peer A's attempt to call peer B, expressed with a code from the SIP protocol. The codes are similar in appearance and meaning to the status codes of the HTTP protocol, for example, 404 means "not found", but in a telephony sense.
The call result is not a literal SIP status code, but the set of situations described by these codes is very fitting.
To determine the result of the call, we rely on the contents of the extra field. It contains hangup_cause and dial_status values set by Asterisk.
hangup_cause has values from 0 to 127, and some of them correspond to one or more SIP status codes.
dial_status can be either empty or one of 9 values, such as "ANSWERED" or "CANCEL".
Both of these fields together allow us to determine the result of the call:
| Hangup Cause | Dial Status | Call Result |
|---|---|---|
| 0 Undefined | 0 Unknown - we process the call in the old way | |
| any | CANCEL | 480 Temporarily unavailable |
| any | CHANUNAVAIL CONGESTION | 500 Server error |
| 1 Unallocated 20 SubscriberAbsent | ANSWER | 200 Success |
| 1 Unallocated 20 SubscriberAbsent | 404 Not found | |
| 16 NormalClearing | empty ANSWER | 200 Success |
| 16 NormalClearing | NOANSWER | 408 Request timeout |
| 16 NormalClearing | BUSY | 486 The subscriber is busy |
| 17 UserBusy | 486 The subscriber is busy | |
| 18 NoUserResponse | 408 Request timeout | |
| 19 NoAnswer | 480 Temporarily unavailable | |
| 21 CallRejected | 603 Call rejected | |
| 26 AnsweredElsewhere | 200 Success | |
| 28 InvalidNumberFormat | 484 Not complete address | |
| 34 NormalCircuitCongestion 127 Interworking | 500 Server error | |
| 38 NetworkOutOfOrder | 500 Server error | |
| 44 RequestedChanUnavail | ANSWER | 200 Success |
| 44 RequestedChanUnavail | 500 Server error | |
| 58 BearercapabilityNotavail | 488 Can't access | |
| 66 ChanNotImplemented | ANSWER | 200 Success |
| 66 ChanNotImplemented | 405 Method not supported |
Obviously, not all 1280 possible combinations are considered here. Some hangup_cause values are not used by Asterisk, some combinations don't make sense or aren't possible, but most importantly, our preliminary research has shown that this set of combinations covers all common cases.
As new cases are discovered, we will add them to the list, but for now, they will be handled in the old way with two options.
Statuses in CRM
Each CRM has its own idea of what statuses a call can have. They depend on the point of view of a specific CRM on the role of calls in a business process and the model of employee interaction with a call. It is important that in CRM, users can both set and read the call status along with automation, and therefore, the list of options should be intuitive and not too large. We map our set of call results to this reduced set of statuses.
Bitrix24
Call statuses in Bitrix24 are based on SIP status codes, just like our call result, but with some differences:
| Status | Description from Bitrix24 | Display text example |
|---|---|---|
| 200 Successful call | the request was successfully accepted, recognized and confirmed | An incoming call from ended. Successful call |
| 304 Missed call | for this status, we took a non-standard code | Missed an incoming call from . Missed call |
| 402 Insufficient funds on the account | payment required | You cannot make a call, there are not enough funds on your account. |
| 403 Forbidden | subscriber not registered | The call to number <number> ended. Forbidden |
| 404 Wrong number | called subscriber not found, no such SIP number | A call to number <number> is not possible. This route is not served. |
| 423 Blocked | the server rejects the request because the interval is too short (or the number in the Bitrix24 blacklist) | empty |
| 480 Temporarily unavailable | Temporarily unavailable destination, please try again later | Subscriber <number> temporarily unavailable. |
| 484 This destination is not available | request received with incomplete address | A call to number <number> is not possible. This destination is not served. |
| 486 Busy | subscriber is busy | Subscriber <number> is busy on another call. |
| 500 Internal server error | a call to a subscriber who is not registered on the network, or turned off the phone | empty |
| 503 This destination is not available | the server is currently unable to service the call due to overload or maintenance | The call to number <number> ended. This destination is not available |
| 603 Canceled | call canceled due to network downtime | Subscriber <number> canceled the call. |
| 603-S Call canceled | the called user does not wish to receive incoming calls without specifying a reason for the refusal | The call to number <number> has been canceled. |
The final call status is determined by the call result and additional conditions:
| Call result | Additional conditions | Status BX24 |
|---|---|---|
| 200 Success | Incoming call unanswered | 304 Missed call |
| 200 Success | 200 Successful call | |
| 404 Not found | 404 Wrong number | |
| 405 Method not supported | 405 | |
| 408 Request timeout | 304 Missed call | |
| 480 Temporarily unavailable | 304 Missed call | |
| 484 Not complete address | 484 This destination is not available | |
| 486 Subscriber is busy | Incoming call unanswered | 304 Missed call |
| 486 Subscriber is busy | 486 Busy | |
| 488 Can't accept | 484 This destination is not available | |
| 500 Server error | 500 Internal server error | |
| 603 Call rejected | 603 Canceled | |
| 0 Unknown | Answered call | 200 Success call |
| 0 Unknown | Unanswered call | 304 Missed call |
Kommo (former amoCRM)
Kommo call statuses are not based on SIP status codes. Instead, they are intended to be filled in by the user:
- Left a voice message
- Call back later
- Out of the office
- Conversation commenced
- Wrong number
- Didn't get through
- Number busy
In addition to the status, Kommo has a "Call Result" field that contains arbitrary text. We tried to use this text to make the status more intuitive.
Call data in Kommo is determined by call result as follows:
| Call result | Add conditions | Status Kommo | Text |
|---|---|---|---|
| 200 Success | Incoming call unanswered | 6 Didn't get through | Missed call |
| 200 Success | 4 The conversation took place | Success call | |
| 404 Not found | 5 Wrong number | Number out of service | |
| 408 Request timeout 480 Temporarily unavailable | 3 Be away | Subscriber did not answer | |
| 488 Can't accept | 5 Wrong number | Carrier error | |
| 484 Not complete address | 5 Wrong number | Invalid number | |
| 486 Subscriber is busy | Incoming call unanswered | 6 Didn't get through | Number busy |
| 486 Subscriber is busy | 7 Number busy | Number busy | |
| 603 Call rejected | 2 Call back later | Call rejected | |
| 0 Unknown | Answered call | 4 The conversation took place | |
| 0 Unknown | Unanswered call | 6 Didn't get through |