Reporting Field Definitions

Report Fields allow you to customize the fields that reports show up on reports by default. Below is a list of all available fields and their corresponding values/definitions.

Reporting Field Definitions

FieldDefinition
SIDThe SID field displays the SIP ID for the call-back, and is used as a unique identifier for each Fonolo call-back and to retrieve status and reporting details through the Fonolo API.
DateThe Date the call-back process (when Fonolo dials back in to the Target) is initiated, in YYYY-MM-DD, relative to the company’s time zone.
TimeThe Time the call-back process (when Fonolo dials back in to the Target) is initiated, in HH-MM-SS format, relative to the company’s time zone.
DateTimeThe Date and Time the call-back process (when Fonolo dials back in to the Target) is initiated, in YYYY-MM-DD HH-MM-SS format, relative to the company’s time zone.
Profile SIDThe Profile SID field displays the SIP ID of the Call-Back Profile for the call-back.
Option The Call-Back option the call-back was initiated on. That is, the Call Option extension or DID of which the call was transferred in to Fonolo.
Option SIDThe Option SID field displays the SIP ID of the call-back Option for the call-back. The Option SIP ID is a unique identifier for each Fonolo call-back option and can be used to start calls and retrieve data.
Client This is the call-back number confirmed by the client and is the number they will receive their call-back on, in 1xxxyyyzzzz format.
Deep DialDeep Dial is a discontinued field that is kept available within reports for legacy users, and measures the time that Fonolo took to navigate an IVR.
Hold TimeThe Hold Time is the amount of time that Fonolo spends holding on behalf of the client.
It is the amount of time that passes between the start of the Fonolo call (answered by the queue), and the moment the Agent presses 1 to start the call-back to the client). (MM-SS format)
CC TimeThe CC Time (also known as Client Connect Time) is the amount of time it took for the Client to answer their phone after the Agent presses 1 to connect, in MM-SS format.
Talk TimeThe Talk Time is the amount of time the Agent and the Client spoke for, in MM-SS format, measured from when the Client answers the call-back to the end of call.
DurationThe Duration is the total length of the Fonolo call-back, in MM-SS format, and is the sum of Hold Time, CC Time and Talk Time.
Call DispositionThe Call Disposition field denotes when that call-back started. It will either denote Immediate, for call-backs that are initiated right away and Scheduled for calls that have been scheduled to start at a later time. Click Here to see a list of all values.
Debug RecordingIf this feature is turned on for the Call-Back Profile the Target is associated to, the Call Debug field will display two buttons to play or download the recording
Status The Status indicates the current progress of the call-back. Click Here to see a list of all values.
ClearingThe Clearing field denotes the results of a completed call-back and explains the Status of the call. Click Here to see a list of all values.
Ended ByFor completed calls, the Ended By field denotes which side initiated the hang up and is either Client or Agent. Click Here to see a list of all values.
RescheduledFor failed calls, if the Auto, Client, or Agent Rescheduling features are turned on for the Call-Back Profile the Target is associated to, this field will denote whether the call was rescheduled and by whom. Click Here to see a list of all values.
Agent DTMFWhether or not we received an Agent DTMF 1 to initiate a callback
Feedback GivenThis field denotes if feedback has been provided from within the Fonolo Portal for a certain call
Number TypeThe Number Type field displays what kind of phone number the caller opted in for the call-back with. Click Here to see a list of all values.
CarrierThe Carrier field displays carrier of the phone number the caller opted in for the call-back with.
SMS Opt-InThis field denotes whether or not an opt-in SMS message was sent to the Client.
SMS ConfirmThis field denotes whether or not a confirmation SMS message was sent to the Client.
SMS UpdateThis field denotes whether or not an update SMS message was sent to the Client.
SMS Wrap-upThis field denotes whether or not a wrap-up SMS message was sent to the Client.
Remote IPA widget specific field, Remote IP is the IP Address of the Client that was used to access the widget.
Referrer The URL of the page that the widget is located on
User AgentThe web browser platform and version that was used to access the widget.

Clearing Field Values

FieldDescription
Agent Did Not AcceptThis indicates that Fonolo did not receive a DTMF 1 tone from the Agent, or the call was ended before we received a DTMF 1 tone from the Agent.
Canceled via SMSThis indicates that the call-back was cancelled by the Client via a reply to an SMS Update message from their mobile device.
Cancelled by AdminThis indicates that the call-back was manually cancelled by a Portal Admin User from within the Portal.
Cancelled by ClientThis indicates that the Client requested to cancel their call-back.
Cancelled by FonoloThis indicates that the call-back was manually cancelled by an Administrator from Fonolo from within the Portal.
Client Call AbandonedIn this case, the Agent answered the call and pressed DTMF 1 to call the Client back, but hung up the call before RTP audio had been established.
Client Call FailedThis indicates that Fonolo was unable to place a call-back to the Client.
Client Call TimeoutThis indicates that Fonolo was unable to place a call to the Client and we reached our timeout threshold set in the Portal with no response.
Client Number BusyThis indicates that the Client's phone number was busy when we attempted to place the call.
Client UnavailableIn this case, the Agent answered the call and pressed DTMF 1 to call the Client back, but hung up the call after RTP audio had been established.
Global Timeout ReachedThis may indicate that your phone system is not communicating with Fonolo properly, and occurs when we have been waiting in the queue for 6 hours.
NoneThis will show for calls that are still in progress and have not completed yet. Once completed, this value with change to one of the above values based on how the call completed.
Normal ClearingThis indicates that the call-back was interpreted as being successfully completed.
Removed by FonoloThis indicates that the call-back was removed by an Administrator from Fonolo and will not count against your Fonolo call-back license.
Session Timeout(Hybrid SIP deployments only) This indicates that the session keep-alive timer between Fonolo and the onsite Appliance has been interrupted, usually as a result of a network connectivity problem during a callback in progress
Target Call FailedThis indicates that Fonolo was unable to make a placeholder call to the queue/target
Target Call TimeoutThis indicates that Fonolo was unable to make a placeholder call to the queue/target and we reached our timeout threshold set in the target.
Target Number BusyThis indicates that the Target was busy when Fonolo attempted to make the placeholder call.
Target Number UnknownThis indicates that we received a 404 carrier error, which may indicate that the Target number is incorrect, the format needs to be changed, or it needs to be updated within Fonolo.

Call Disposition Values

FieldDescription
ImmediateThe call-back was requested to be completed as soon as possible.
ScheduledThe call-back was a scheduled call-back.

Call-Back Status Values

FieldDescription
SuccessThe call-back was successfully completed.
CanceledThe call-back was canceled.
FailedThe call-back failed
Abandoned The call-back optin was unsuccessful because the call ended before the Caller could complete the optin process. (This can only be viewed via the "Abandoned Optins" Scheduled Report)

Ended-By Values

FieldDescription
ClientThe call-back was ended by the client.
CompanyThe call-back was ended by the agent, or automatically by the company phone system.

Rescheduling Values

FieldDescription
NoThe call-back failed, and the client was notified, but they opted to not reschedule the call.
ClientThe call-back failed, and the client opted-in to retry the call-back.
AutoThe call-back was automatically rescheduled.
AgentThe call-back was rescheduled when the agent pushed 9 on their handset.
FonoloThe call-back was rescheduled by a Fonolo admin.

Client Phone Number Types

FieldDescription
MobileThe clients’ call-back phone number is a mobile device.
LandlineThe clients’ call-back phone number is a land line.
VOIPThe clients’ call-back phone number is a VoIP (internet-based) phone number.

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