Activity Statuses

In the Activity Log, the "Metrics" column displays the Time Stamp and the Status of each activity. Here is what each status means:

• Answered: The activity connects to the destination route. In the case of routing to a Call Queue or Agent, this indicates a person answered the call. When routing to a receiving number, this shows that the receiving line has connected to the call. 
  • Note that this does not necessarily mean a person answered; it could also have been a voicemail box. This depends on your receiving line's external configuration and is outside CTM's control. e.g., an agent answered the call from the CTM softphone, and the caller left a voicemail in a CTM Voice Menu.
• Completed: The call reached the tracking number, the caller interacted with the call route, but no human or queue answered. i.e., NOT routed to a call queue, an agent, or to the receiving number. This call status helps you understand how many times a human has interacted with your IVR for a survey or similar purpose.
• In progress: The call is underway. e.g., the caller is on the line speaking with an agent, is on hold, is navigating a voice menu, or is waiting in a queue.
• Hangup: The caller hung up before the call finished routing. e.g., the caller hung up before the call could be connected to the receiving number, before the caller could make selections in a voice menu, or the caller entered an incorrect selection or made no selection. 
• Busy: We routed the call to a Receiving Number and reached a busy signal. e.g., the Receiving Number was in use and could not receive another call. 
• Failed: The call could not be connected. e.g., Misconfigured Receiving Number, destination number not in service. 
• No answer: We routed the call to an agent or Receiving Number, but no one (or no machine) answered. e.g., call completed routing, but was never answered by an agent, Receiving Number, or anything else. This includes the callee (contact) not pressing a key in the IVR, and the call being terminated by the system.
• Canceled: Before an answer, the caller disconnected. 
• No Audio: No audio recording is available for the call. 

The Text Log also includes a "Metrics" column that displays the Time Stamp and Status for each text message. Here is what each status means in the Text Log:

• Received: CTM received the text message sent by the sender. 
• Pending: The dialer places the text in the send queue.
• Sending: This is a temporary status showing that the system is currently transmitting the text message to the recipient.
• Completed: The system completed the text routing or trigger, but the recipient may or may not have received the message.  
• Delivered: The recipient received the message.  
• Undelivered: The system received a delivery receipt indicating that the message was not delivered. This can happen for several reasons, including carrier content filtering or the availability of the destination handset.
• Unreachable: The destination handset you are trying to reach is switched off or otherwise unavailable.
• Unsent: The system has not sent the message to the recipient. 
  • If a user sends multiple text messages to the same contact within an exact second, the system automatically rate-limits them to prevent spam-like behavior and ensure reliable delivery. To prevent this from happening again, review your automations and confirm that each sends only one message to a contact at a time.
• Queued: This is a temporary status showing that the message is currently waiting to be processed and sent. Each number can typically send one text message per second. So when a single number sends multiple texts at once, the system organizes them into a queue while each is processed. e.g., a text message that is part of a bulk message that is in the process of sending to an extensive list of recipients.
• Receiving: This is a temporary status showing that the customer is currently sending the text message to the CTM system. 
• Sent: The system sent the message to the recipient, but the recipient may not have received it.
• Failed: The message could not be delivered. e.g., the recipient number is on present on the Do Not Text list, is not in service or is not enabled to receive text messages.