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During the call, the following voice events are recorded in the payload:
EventDescription
ANSWERING_MACHINE_DETECTIONThe call was initiated and the answering machine detection process started.
CALL_COMPLETEDThe call was terminated by the AI Agent or by the user.
CALL_CREATEDThe user created a call.
CALL_FAILEDThe call was terminated.
CALL_IN_PROGRESSThe call is in progress once the call has been successfully established. This event is only available, when the event is activated in the Voice Gateway Endpoint.
CALL_RECONNECTEDThe call was reconnected due to network problems.
RECOGNIZED_SPEECHThe user’s answer was recognized by the AI Agent.
RECOGNIZED_DTMFThe DTMF code was recognized by the AI Agent.
TRANSFER_DIAL_ERRORThe call transfer using the Dial method failed due to various reasons, like unreachable destination or network issues.
TRANSFER_DIAL_SUCCESSThe call transfer using the Dial method succeeded with the new phone line established to the destination.
TRANSFER_REFER_ERRORThe call transfer using the Refer method failed, possibly due to an unavailable or rejecting destination.
TRANSFER_REFER_SUCCESSThe call transfer using the Refer method succeeded, with the call responsibility passed to another destination.
USER_BUSYThe user (caller) was busy and unable to answer the call or engage in the desired action.
USER_INPUT_TIMEOUTThe AI Agent terminated the call because the user did not respond.
NO_ANSWERThe recipient of the call does not answer.
You can collect event data for further analysis in Insights. To collect this data, you can access Voice Gateway events in the Output Transformer and the input.data.event Input object, except for the CALL_COMPLETED event. You can’t access CALL_COMPLETED in input.data.event since the Input object’s content is deleted after CALL_COMPLETED occurs. Alternatively, you can register the CALL_COMPLETED events by enabling the CALL_COMPLETED toggle in the Call Events section of the Voice Gateway Endpoint configuration. The Output Transformer is executed after processing the flow. For example, if you receive the CALL_COMPLETED event, write some metrics in the transformer via HTTP request. You can also use a Lookup Node with the Call Event Status type for reusing these events, streamlining call handling and improving efficiency.
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