When an inbound call arrives in Vonage Contact Center, or an agent makes an outbound call from ContactPad, Vonage Contact Center uses a telephony server to connect that call to its target. At the end of the call, Vonage Contact Center assigns one of the following outcomes to the call. In most cases, Vonage Contact Center selects the call outcome based on the Session Initiation Protocol (SIP) code returned by the telephony server. In the case of the VoicemailDrop call outcome, Vonage Contact Center assigns the call outcome if the agent uses the Voicemail Drop feature. For information about Voicemail Drop see Using voicemail drop in ContactPad.
Vonage Contact Center assigns the Voicemail Drop call outcome only if you are using progressive dialing in Connect.
| Call outcome | Description | SIP code |
|---|---|---|
| Normal | The telephony server returned a successful response code. The call was most likely connected to the target number. | 2** |
| NumberBusy | Target number declined the call or the number was busy. | 486 |
| NoAnswer | Target number didn't answer the call. The call may have timed out within any timeouts configured for your account. | No code. Call wasn't answered within the timeout period. |
| NumberUnobtainable | The telephony server, and subsequently the call, could not reach the target number. | 480, 481 |
| NumberChanged | The telephony server returned a redirection response indicating that the target number has changed. | 3** |
| CallRejected | The telephony server's attempt to deliver the call to the target number was rejected at the target. | 488 |
| CallFailed | The telephony server returns any other non-successful response. Exact cause cannot be determined. | Any other response code. |
| VoicemailDrop | Agent left a message using Voicemail Drop feature. Only used for outbound calls made using Connect. | 2**. |
For information about SIP codes including their descriptions, see https://en.wikipedia.org/wiki/List_of_SIP_response_codes.