🇪🇸 Leer en
español
Intro to Toky

What every call status in Toky means

Get to know what sets some calls apart from others.

Jump to a specific call status
Get to know every call status

Click on any status to jump to its definition

The basics

contact & agent

In Toky, a Contact is anyone who talks/messages with a company, and an Agent is any member of the company team that interacts with this contact.
Agent
Contact

actions

An Inbound Call is a call made by a contact to a Toky phone number.
Agent
inbound
in
out
outbound
Contact
On the other hand, an Outbound Call is a call made by an agent to a contact.
Agent
inbound
in
out
outbound
Contact

Placement of actions in the diagrams correspond to who performed them.

In the first Inbound diagram, the dial action is performed by a Contact.
In the second Outbound diagram, this same action is done by an Agent.
Actions placed in the middle of the diagram are Automatic.

Find out more about basics at Intro to Toky
inbound calls
inbound
Successful Inbound Call
When a contact dials and is successfully connected to an agent.
Agent
Contact
inbound
Canceled Inbound Call
When a contact dials, but ends the call before getting routed to an agent.
Agent
Contact
inbound
Missed Inbound Call
When the call was routed to an agent, who has already been notified (by ringing) of an incoming call, but the contact ends the call before getting a response.
Agent
Contact
inbound
Missed Call: New Voicemail
When a call from a contact who can't be connected to any agent is sent to voicemail, and then records a voice message.
Agent
Contact
inbound
Missed Call: Abandoned Voicemail
When a contact who can't be connected to any agent is sent to voicemail, but ends the call without recording a voice message.
Agent
Contact
inbound
Rejected Inbound Call
When a Call is ended due to inactivity, lack of response from Agents, or not having a set Voicemail.
Agent
Contact
outbound calls
outbound
Successful Outbound Call
When an agent dials and is successfully connected to a contact.
Agent
Contact
outbound
Outbound Call Attempt
Most common when a contact does not respond or rejects a call placed by an agent. A call attempt can also take place when an agent dials an invalid number or when there's another error with the number dialed.
Agent
Contact
A call attempt can also take place when an agent dials but ends the call before being connected to the contact.
Agent
Contact
TRANSFERS
Transfer
Successful Transfer to Agent
When an agent (A1) who is connected to a contact transfers the call to another agent (A2).
TRANSFER
Transfer Rejected
When an Agent (A1) who is connected to a Contact  transfers the Call (directly) to another Agent (A2), but gets no response. After this, the Call is ended.
A Rejected Transfer can also take place when an Agent (A1) who is connected to a Contact  transfers the Call (directly) to another Agent (A2), but this agent rejects the Call . After this, the system ends the call.
Transfer
Transfer Canceled
When an agent (A1) who is connected to a contact transfers the call (directly) to another agent (A2), but ends the call before being connected to A2.
End of list