IVR Messages and Delivery Reports
How Does IVR Work with our Service Provider?
A voice status is a real-time indication of how a call went. When a call is started until when it ends, the message logs breaks down each hop or flow of an voice call (message out, dialing, terminate, connected and session completed).
As the Echo platform is neither a mobile network operator nor a bulk-SMS provider, we work directly with service providers. Through our service provider's infrastructure, we can facilitate two-way communication using a variety of mobile channels (SMS, USSD, Interactive Voice Response)
To ensure IVR calls are sent out successfully to our service providers, the following statuses indicate the message is currently being processed, has been sent out, or failed to go out from our platform. These voice status are:
- Pending: Call placed, but no reply yet from our service provider.
- Completed: Call connected to the contact’s phone.
- No_answer: The mobile network operator (MNO) contacted the phone, but the contact did not pick up.
- User_busy: The mobile network operator (MNO) contacted the phone, but the phone was busy or the contact declined the call.
- Subscriber_absent: The mobile network operator (MNO) was not able to contact the phone in question, perhaps a contact's phone is switched off, out of range or they are in a poor coverage area.
- Gateway_unavailable: The platform was unable to contact the mobile network operator (MNO)’s gateway, or their initial response was completely invalid for some reason. The call may or may not have been placed.
- Failed_unknown_reason: The platform received a status update from the mobile network operator (MNO)’s gateway, but it was not one of the statuses we expected. The call may or may not have been connected.
Delivery of messages is one beyond the scope of the service we provide here at Echo Mobile since this is affected by a number of factors that are beyond our control, that is, quality of Service being provided by MNO in different areas and the contact's phone being powered.
If you have any questions or queries on IVR Sent Status or Delivery Status, feel free to reach out to us at support@echomobile.org
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