A call is managed according to its status, which relates to the call’s position in its life cycle. The call can be active, pending, an emergency, or closed. Calls are moved from status to status either manually or automatically by the Call Escalation Monitor. Certain call status changes can also be made automatically in Call Activity Recording.

Status definitions are created in Call Status Code Maintenance (11.1.21.1). You can set up as few or as many status definitions as you need. Five can be set up in Call Management Control and are applied automatically by the system. However, unless you are using call escalation other status changes must be applied manually. Therefore, you may want to keep the call life cycle as simple as possible.

The call status is given a name and description. The status ID can be used to indicate the order in which statuses occur in the life cycle of a call. The scrolling window that displays call statuses displays them in numeric order as defined by the status ID, rather than alphabetically.