Call statuses

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Overview

This page outlines how Callers categorizes call statuses based on telephony data, real-time analysis, and post-call processing. Each status is determined by specific criteria, as detailed below.

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No Answer / Busy

Description: These statuses reflect the outcome of telephony connectivity attempts. Source:

• Twilio reports no-answer and busy calls directly.
• SIP calls are classified by their SIP response code: 408, 480, 487 and 610 become No answer, while 486, 600, 603, 604, 607 and 608 become Busy.

Processing: The contact is called again according to the agent’s dial attempts. If the agent never reaches the contact, the contact ends up as Unreached.

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Voicemail

Description: Indicates the call reached a voicemail system rather than a live person. Detection methods:

• Twilio identification: Twilio flags the call as voicemail based on its telephony signaling.
• Real-time transcript analysis: During outbound calls, Callers analyzes what the other side says - along with beeps - to recognize voicemail greetings.
• Post-call transcript review: After the call ends, the full transcript is re-analyzed to confirm or classify it as voicemail based on its content, for example phrases like “leave a message”. This review isn’t run for inbound or test calls.

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Do Not Call

Description: Assigned when the recipient explicitly requests no further contact. Criteria: Triggered by clear statements such as “never call me again,” “remove me from your list,” or similar unambiguous requests. Processing: The contact is marked Do not call and isn’t called again by this agent. If the agent’s Update Account Do Not Call (DNC) List Automatically setting is on, the number is also added to your account’s Do Not Call list, so agents that check that list won’t call it either. See Agent Setup.

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Wrong Number

Description: Indicates the call reached an incorrect or unintended recipient. Criteria: Applied when the recipient explicitly states “this is the wrong number,” “you have the wrong person,” or equivalent phrasing. Processing: Logged based solely on the recipient’s response.

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Call Later

Description: Suggests the recipient is unavailable now but open to a future call. Criteria:

• Explicit request: The recipient says they cannot speak currently and requests a later call (e.g., “call me tomorrow,” “try me later”).
• No meaningful engagement: When there is no genuine two-way exchange, the call defaults to Call later to preserve potential future availability. The exact cases are listed in the Call Later vs Not Interested table below.

Processing: Marked for follow-up. With the agent’s Continue Dialing Attempts after “Call Later” setting on, the agent keeps dialing the contact.

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Interested / Not Interested

Description: Assigned to connected calls, indicating whether the conversation reached the agent’s goal. Criteria:

• For genuine two-way conversations, the AI classifier checks the conversation against the agent’s success criteria. A call that meets one of them is marked Interested, and the status shows the name of the criterion that was met.
• Meeting a success criterion takes priority: such a call is Interested even if the recipient also asked to be called later. Otherwise the call is checked for Call later, Wrong number and Do not call, in that order, and is marked Not interested if none of them applies.
• A call is also marked Not interested when the recipient disengages by action rather than words - see the Call Later vs Not Interested table below.

Processing: Evaluated based on the conversation content and agent goals.

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Call Later vs Not Interested

When a lead does not really engage - the recipient doesn’t speak at all, or speaks for less than about 2 seconds - the deciding factor between Call later and Not interested is usually how the call ended: a call that drops on its own leans toward Call later, while the lead actively hanging up leans toward Not interested. Longer, two-way conversations are always handed to the AI classifier.