Call States

An inbound call can be in only one of the following states at any moment:

•Offered - The inbound call checks if Ivanti Voice is available to accept inbound calls. If Ivanti Voice is available, the call changes to either the Accepted or Connected states, depending on the configuration of Ivanti Voice.

•Accepted - Ivanti Voice is available and the inbound call is attempting to establish a connection. If Ivanti Voice allows the call to establish a connection, the inbound call changes to the Connected state. If Ivanti Voice does not allow the call to establish a connection, the inbound call changes to the Disconnected state.

•Connected - Ivanti Voice has answered the call.

•Disconnected - The connection between Ivanti Voice and the caller is terminated.

The following diagram illustrates the relationships between inbound call states and the states of other entities in Ivanti Voice, as well as what a caller experiences during each state. The arrows indicate the agent in the example is online before and after the call and interaction complete.

An outbound call can be in only one of the following states at any moment:

•Dialing - The outbound call checks if the intended recipient (agent, customer, or server) is available to accept the call. If the recipient is available, the call changes to the Accepted state.

•Accepted - The recipient is available and the outbound call is attempting to establish a connection. If the recipient allows the outbound call to establish a connection, the outbound call changes to the Connected state.

•Connected - The recipient has answered the outbound call and a connection between the caller and recipient is established.

•Disconnected - The connection between the outbound call and recipient is terminated.

The following diagram illustrates what a caller experiences during each outbound call state. Note that outbound calls do not generate interactions.