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

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:

The final call status is determined by the call result and additional conditions:

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:

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Last updated 8 months ago