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To better comprehend this, we'll use the instances from case-1 and case-2 [Case-2 (b) explains this]



Case-1: When the Agent 'does not answer the incoming call

When there is an incoming call and the agent does not answer the dialled status will show as "no answer"

"dialCallStatus": "no-answer",
"direction": "inbound",

Case-2: When the Agent 'disconnects' the incoming call

(a) If the agent disconnects the incoming call within 31 seconds of ring duration it will show as "busy/canceled"

(b) If the agent disconnects the incoming call after 31 seconds of ring duration it will show as "no answer". This is because the default time set by Exotel is 31 seconds, and it is the product behavior.

"dialCallStatus": "no-answer",
"direction": "inbound",
"duration": 41,

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