Call Lifecycle and Status Values

What a Call Represents

A Call in TrackDrive is a record of a single telephone conversation that
entered or left the platform. Every inbound call to a tracking number,
every outbound Power Dialer attempt, and every leg of a transferred or
forwarded call is represented by a call record. The call carries the
telephony state, the caller identity, the buyer and agent who handled the
conversation, the conversion outcome, the disposition, associated
recordings and transcriptions, billing totals, and a large number of
derived flags.

Calls live in the per-company database. They are company-specific,
which means a call always belongs to exactly one company and is never
visible from another company's context.

Status Is a Plain Text Value

A critical detail for anyone querying calls: the status and sub-status
fields are plain text values. You should query with literal string
values such as "established" or "finished".

Acceptable Top-Level Statuses

The complete list of valid statuses:

added-to-schedule, blocked, busy, caller-hung-up,
caller-hung-up-while-ringing-buyer, calling-leads, canceled,
cancelled, established, failed, finished, forwarded,
hold-queue-no-buyer, hold-queue-waited-too-long, initiated,
invalid-number, ivr-hung-up, hold-queue-hung-up,
ivr-no-keypress, left-voicemail, no-answer,
no-answer-convert-on-attempt, no-buyer, no-buyer-all-filtered,
no-buyer-prevent-dupes, no-route-to-destination, not-open,
on-hold, opt-out, rejected, rejected-caller-concurrency-exceeded,
rejected-ivr-hang-up, rejected-no-concurrency-cap-available,
rejected-traffic-source-capped-hang-up, voicemail,
voicemail-detected, waiting.

Both "canceled" and "cancelled" are accepted for historical reasons.

How Status and Sub-Status Interact

Early in the call's life, status reflects the live telephony state
(initiated, calling-leads, on-hold, established, etc.). When the
call finalizes, the system computes a precise outcome from the
call's log stream and assigns it to both the status and sub-status
fields. After finalization the two fields typically hold the same
value.

This is why the statuses list above contains values that look like
endings (rejected-caller-concurrency-exceeded,
hold-queue-waited-too-long, voicemail-detected) alongside live
states (on-hold, established). The same field is reused across
the call's lifetime; the value you see after a call ends is the
finalized sub-status written onto the status field.

When sub-status has not been written yet, it falls back to the
current status value.

Who Hung Up

The "hung up by" field identifies which party disconnected the
call. Valid values: caller, buyer, agent.

Three timestamp fields record the exact moment each actor hung up:

• Hung up by caller at
• Hung up by buyer at
• Hung up by system at

A populated "hung up by system" timestamp without a matching
hung-up-by value indicates that the system itself terminated the
call (cap enforcement, timeout, router decision), in which case the
sub-status describes the system action.

Direction

Every call has a direction of inbound or outbound. Inbound
calls originate with a consumer dialing a TrackDrive tracking number.
Outbound calls originate from the Power Dialer or from scheduled
actions that dial a lead.

Timestamps and Duration Fields

The following fields are tracked on each call:

• Created at - when the call record was inserted.
• Start time - when telephony engaged.
• End time - when telephony disconnected.
• Total duration - total seconds from start to end.
• Connected duration - seconds the call was in the established state.
• Answered duration - seconds between answer and hangup on the answered leg.
• Unadjusted connected duration - raw connected seconds before any billing adjustments.
• IVR duration - seconds the caller spent in IVR menus.

Billing-relevant minimum-duration logic lives on the rollup
reports, not on the individual call record.

Identity and Lineage

A call knows which tracking number it arrived on, which offer it
routed into, which buyer it connected with, which Power Dialer
agent handled it, and which lead or contact it belongs to.

Parent and child calls are linked via two relationships:

• Previous call - a pointer from a child call back to its parent. The parent's follow-up call is found by traversing this link in reverse.
• Upstream call - the originating call for transferred or warm-handoff chains.

The Contact record is the dedupe key for consumers. Two calls from
the same phone number will share one Contact, enabling aggregated
call history, blocking, and cross-session conversion attribution.