Here is the list of call status you can find in the Live Monitoring
| Status | Description |
Inbound |
|
In IVR |
The customer is listening to audio messages such as a welcome message, or selecting an option in the IVR |
In Queue |
The customer is in a waiting queue waiting for an available user. |
Ringing |
At least one user's phone is ringing. Customer is waiting for a user to pick up. |
In Call |
The customer is in call with a user. |
Outbound |
|
Ringing |
The user is calling and waiting for the customer to pick up. |
In Call |
The user has connected on a call to a customer or voicemail/other automated message. |
⚠️ Please note: When routing inbound calls to external numbers, the external number will be treated the same as a user in the distribution. For example, if an inbound call is currently ringing to an external number and just waiting for someone on that number to answer, the call status will be Ringing.