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:

1. Left a voice message

2. Call back later

3. Out of the office

4. Conversation commenced

5. Wrong number

6. Didn't get through

7. 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