Call termination types
The Call termination type indicates the reason MosaicVoice ended the call.
Under normal circumstances, the Call termination type will be dialer. This means that the agent hung up the call on the softphone (dialer) and the dialer then sent a message to MosaicVoice indicating that the call had ended. At that point, MosaicVoice considers the call complete and prepares for the next call.
There are, however, circumstances in which calls may be terminated for other reasons. Below is a list of the different Call termination types and their meaning.
- Canceled - During the call, the agent selects the Cancel button located at the bottom of the MosaicVoice screen and manually stops MosaicVoice.
- Manual - During the call, the agent clicks the Finish button on the MosaicVoice screen and manually stops MosaicVoice.
- Cut off by next call - MosaicVoice never receives a notification from the dialer indicating that the call has ended. However, the dialer sends MosaicVoice a notification that a new call is beginning. As such, MosaicVoice terminated the current call and began a new session.
- Dialer - This is the standard process by which the agent hangs up in the dialer and that message is then sent to MosaicVoice. MosaicVoice then ends the call and prepares for the next.