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What is Call Insights?

Call insights are richer data points to help you uncover details about your voice calls and are computed by Exotel's AI system.

At times, the call statuses received from operators aren't correct or due to the nature of telecom signaling the status is not computed correctly if calls are terminated during the hangup message.

Whenever we make a call from our phone, we know that the number on the other side is ringing, switched off, busy, etc. However, in the telephony stack where machines are making and receiving calls, such information is dependent on the dated telephony infrastructure and protocols which at times isn't computing the correct information.

The aim of this solution is to give you much better call statuses and richer call insights as computed by our AI system which was not possible with traditional telephony data.

How can I use this?

This feature is currently available under private beta only to select clients and is chargeable. If you are interested, speak to your account manager or drop an email to hello@exotel.in and we'd review your request. Strictly do not propose or enable this feature until you talk to the product team and take approval.

How to capture Call Insights via Passthru?

Once this is enabled for your account, you can subscribe to Call Insights data in Passthru Applet like below (please note, Passthru needs to be present immediately after Connect Applet where the destination number(s) will be attempted and insights would be computed).

If an application URL is set in the Passthru applet, Exotel will make a GET request to the URL with the call details as URL-encoded HTTP query parameters as per the documentation present here. In addition to existing Passthru parameters, Exotel will pass ‘Insights’ data if it is subscribed.

Sample Payload (Query Params):

*Legs[n] array would contain `n` elements where n is the unique number attempted during the connect applet execution.

**The outer 'Legs' array is powered based on data provided by the operators whereas the parameters within Legs[x][Insights] is computed by Exotel's internal AI system.

Explanation

• Insights[DialCallStatus]
  
  This is the overall status of the dial attempt of the connect applet as computed by Exotel's AI system. If more than 1 destination number was attempted, this status would be set based on the last attempt.
  
  Possible statuses and meaning
  
  

  DialCallStatus	Meaning
  completed	The call was answered and ended normally
  no-answer	The call was not answered by the caller (it was ringing or a no-answer message was played)
  busy	The call could not be connected as the destination number was busy on another call.
  failed	The call could not be completed as dialed due to an invalid phone number, the number being switched off, etc.
  canceled	The call was disconnected by the Caller (Leg1) during an attempt or ringing of the destination number.

  
  

• Legs[x][Insights][Status]
  
  This is the status of the individual leg attempted during Connect applet as computed by Exotel's AI system.
  
  Possible statuses and meaning
  
  

  DialCallStatus	Meaning
  completed	The call was answered and ended normally
  no-answer	The call was not answered by the caller (it was ringing or a no-answer message was played)
  busy	The call could not be connected as the destination number was busy on another call.
  failed	The call could not be completed as dialed due to an invalid phone number, the number being switched off, etc.
  canceled	The call was disconnected by the Caller (Leg1) during an attempt or ringing of the destination number.

  
  
• Legs[x][Insights][DetailedStatus]
  
  DialCallStatus powers the overall status of the call. This field powers a more granular status of the call leg attempt to understand the detailed reason.
  
  

  DetailedStatus	DialCallStatus	Description
  BUSY_REJECTED	busy	The destination number was ringing wherein the user disconnected the call and a busy message tone was heard after ringing
  BUSY_TONE	busy	A busy message tone was heard while dialing the destination number without any ringing
  CALL_WAITING	busy	Call waiting message was heard while dialing the destination number
  NO_ANSWER_RINGING	no-answer	The destination number was ringing and no one answered
  NO_ANSWER_RINGING_TIMEOUT	no-answer	The destination number was ringing and no one answered until the ringing timeout threshold was reached (as defined in Connect applet, the default is 30 seconds)
  NO_ANSWER_TONE	no-answer	The destination number was ringing and no answer message was heard.
  FAILED_SUBSCRIBER_UNAVAILABLE	failed	The destination number is switched off or out of the network coverage area.
  FAILED_INVALID_DESTINATION_NUMBER	failed	The destination number is invalid.
  FAILED_SUBSCRIBER_ERROR	failed	Call attempt to the destination number has failed due to a subscriber error such as an incoming call being barred or is number being temporarily disconnected.
  FAILED_OPERATOR_ERROR	failed	The Call attempt to the destination number failed due to the operator could not connect the call. Scenarios such as the entire call attempt only had a dead air sound or beep tone.
  FAILED_UNKNOWN_ERROR	failed	The Call attempt to the destination number has failed and the reason is not known. This can occur if the failure message is insufficient or unknown to the system.
  CANCELED_RINGING	canceled	The call was disconnected by the Caller during the ringing of the destination number before the timeout period elapsed or no answer message was played. To be used for DialCallStatus/Leg2Status only and not for 'Legs'
  CANCELED_INCOMPLETE_ATTEMPT	canceled	The call was disconnected by the Caller during an attempt (within 10 seconds) of the destination number without conclusion of terminal state (this can include an insufficient message, beep, silence, or unknown). To be used for DialCallStatus/Leg2Status only and not for 'Legs'
  CALL_COMPLETED	completed	The call was connected and picked up
  NO_DIAL	N/A (empty)	The outgoing Leg was not present at all.

• Legs[x][Insights][DisconnectedBy]
  
  This indicates who hung up the call or was responsible for the hang-up of the call.
  
  

  Possible Values	Description
  Caller	In the case of Incoming calls, the number dialing into the Exophone (virtual number) has disconnected the call i.e. ‘From’ number.
  Callee	The call was hung up by the destination number who has dialed i.e. Leg[i][Number] where I represent the index of the numbers returned from Connect URL. For a single number, Legs[0][Number] would indicate the number that disconnected.
  Exotel	This would indicate that Exotel has initiated the disconnection of the call. It will include cases such as ‘Ringing Timeout’ (the call attempt exceeded the maximum time threshold) or ‘Time Limit (the call conversation exceeded the maximum time) as set in Connect Applet or allowed by Exotel (default values).
  Operator	This would indicate that the disconnection was due to an underlying connectivity cause of the network carrier. It will include cases such as ‘Busy without a ring’, ‘No answer message’, ‘Failed calls’, etc.
  NA	The source of the hangup is not applicable to this case.

  
  
• Legs[x][Insights][RingingDuration]: This indicates how long the destination number rang (in seconds). This would be set to 0 if the handset didn't ring.
  
  

*If you have more than 1 destination number, the array would contain insights about all the numbers that were attempted like Legs[0][Insights], Legs[1][Insights] .... Legs[n][Insights]Insights[Legs][n][] where n is the unique numbers attempted during the connect applet execution.

Do note this feature is currently under 'Private Beta' and guidelines for the same are mentioned. Strictly do not propose or enable this feature until you talk to the Product team. If you have any questions or concerns, please connect with us using the chat widget on your Exotel Dashboard or Whatsapp us on 08088919888.