Pending Call Status
The call status is an important attribute of a call that indicates its position in the call life cycle. See
Setting Up Call Status Codes for details. Call statuses can be modified automatically if you are using call escalation.
The call status field can be updated as part of the pending call data entry. This field then applies to the call after the pending call is transferred.
Pending calls have their own statuses that are managed internally by the system and can be viewed on various reports. A pending call can have one of the following statuses:
Entered
This status is assigned automatically when a pending call is created.
Transferred
This status is assigned automatically when a pending call is transferred. A transferred pending call can no longer be updated in Pending Call Maintenance.
A final status exists when you manually cancel a pending call rather than transferring it in Pending Call Maintenance:
Canceled
When Cancel Pending Call is Yes in the Pending Call Validation frame, the status of the pending call is set to Canceled. Pending calls with this status cannot be updated, transferred, or deleted. See
Cancel Pending Call.