What do the different call statuses mean?
A plain-English guide to every status you'll see on a call, from ringing to missed to failed.
Every call to or from your number gets one of these statuses on the Calls page. The first three below are calls that are still happening; the rest are how a finished call ended up.
While a call is happening
- Ringing: the call has come in and is ringing, either at the AI or at your softphone devices.
- In progress: someone, the AI or a teammate, is actively on the call right now.
- Escalated: the AI handed the call to a person and it is currently with them.
Once a call has ended
- Completed: someone, the AI or a person, talked with the caller, and the call ended normally.
- Missed: the call rang and nobody answered it.
- Declined: the call was actively rejected rather than left to ring out, for example because no softphone device was available to take it.
- Failed: something went wrong on the technical side, so the call never really connected.
Missed, declined, and failed all mean nobody actually talked to the caller. Everything else means somebody, AI or human, was on the line at some point.
Direction
Every call also shows a direction: inbound, someone called you, or outbound, a call made from your number. You can filter your call history by either.
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More in Phone and calls
The other guides people read alongside this one.
- How do I get a phone number?
Buy a phone number in a couple of clicks, then connect it to texting, Voice AI, or a softphone.
- How do I make and take calls?
See your call history, watch calls happening right now, and get missed callers a text back automatically.
- How do I get the AI to answer my phone?
Set the greeting, tone, and what the AI does mid-call, and choose where it transfers callers who need a person.
- How do call recordings work, and do I need to tell callers?
Turn on recording for calls answered on your softphone, confirm you will notify callers, and know how long recordings are kept.
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