Every call made or received through your GROW phone number is logged with a call status. You can see this status in the Call status column under Reporting > Call Report, and use it as a filter in the report's filter drawer.
This article explains what each status means, and where the statuses commonly mislead.
The Statuses
1. Completed
The call finished routing and ended normally. Completed does not mean a person answered. The phone system marks a call Completed once it has run its course, so calls that rang out, went to voicemail, or timed out can all appear as Completed.
If you need Completed to mean an actual conversation, enable Call Connect (see "Making Completed mean answered" below).
2. No Answer
The call rang at the destination and ended without being picked up.
3. Busy
The receiving carrier returned a busy signal, so the call was rejected before it rang.
Busy is uncommon on mobile numbers. Most mobile networks divert an engaged line to voicemail rather than return a busy signal, so those calls log as Voicemail or Completed instead. If you never see Busy in your report, that is normal.
4. Voicemail
The call reached your CRM voicemail.
5. Cancelled
The call ended before it was completed. This most often happens when the caller hangs up while the call is still ringing.
6. Failed
The call never connected. A technical or routing error stopped it at the network, carrier, or software level before it reached a phone that could ring.
This is what separates Failed from No Answer and Busy. In both of those cases the carrier routed the call successfully: it reached the other end, and either rang out or met an engaged line. A Failed call never got that far.
Common Causes:
- The destination number is invalid, disconnected, or formatted incorrectly.
- The carrier blocked the call, either through spam filtering or because the destination country is not enabled on your account.
- The connection dropped during a browser-based call. Unstable internet, packet loss, or a browser throttling a sleeping tab can all cut the connection before the call is established.
- A routing problem inside the CRM stopped the call path from executing, such as a call forwarding, SIP, or webhook configuration that did not run.
Why so many calls show as Completed
The phone system marks a call Completed once it stops routing, regardless of the outcome. A call that rang for thirty seconds and was never picked up has still "completed" from the network's point of view.
This matters if you use call statuses to measure team performance. A high Completed count tells you how many calls ran to their natural end, not how many conversations your team had.
Making Completed mean answered
Call Connect solves this. When it is enabled, the system plays a whisper message to your team member and requires them to press a key before joining the call. A call is only marked as connected once someone actually presses that key.
To enable it:
- Go to Settings > Phone System > Phone Numbers.
- Click the three dots next to the number you want to configure, then select Edit Configuration.
- Toggle on Call Connect.
- Toggle on Play Whisper Message.
- Customise the message, for example "You have a new call. Press any key to connect."
- Click Save.
With Call Connect on, your Completed figures reflect real conversations, and any automations built on call status fire only for calls a person actually took.
Why some voicemails show as Completed
Your Incoming Call Timeout setting controls how long a call rings before it moves to voicemail or Voice AI.
If the timeout is set above roughly 20 seconds, the call can reach your phone carrier's voicemail instead of your CRM voicemail. When that happens, the call logs as Completed rather than Voicemail, because the CRM never handled it.
Around 20 seconds is the recommended timeout. Below about 15 seconds, calls may ring too briefly for anyone to answer.
To check the setting, go to Settings > Phone Numbers, click the three dots next to your number, and select Edit Configuration.
Recording outcomes beyond the system statuses
The six statuses above are set automatically by the phone system. They describe what happened technically, not what happened commercially. They cannot tell you that a lead was not interested, asked for a callback, or turned out to be a wrong number.
For that, use Call Dispositions. A team member selects one outcome after each call, and it appears as its own column and filter in the Call Report alongside the call status.
To set them up, go to Sub-account Settings > Phone System > Voice > Call Dispositions. You can have up to 10 dispositions per sub-account, and only sub-account admins can create, edit or delete them.
Points to note:
- Selecting a disposition is optional, but the report is only as good as the habit.
- One disposition per call. Multiple selections are not supported.
- Dispositions work for calls made or received through the web app or mobile app. Calls answered on a personal phone or desk phone are not covered.
- If you previously used the manual Call Status selection in the Power Dialer, Call Dispositions replaces it. Existing workflows using a Call Status trigger should be updated to use the Custom Disposition filter in the Call Details trigger. Historical data remains visible.
Using call statuses in automations
Call statuses can trigger workflows. Under Automation > Workflows, add a Call Details trigger and filter by Call Status, Call Direction, phone number, number pool, or Custom Disposition.
Common uses:
- Follow up on missed calls by triggering on Busy or No Answer.
- Notify a team member when a Voicemail is left.
- Send a follow-up email after an outgoing call reaches Completed status.
Bear in mind the Completed caveat above. Without Call Connect enabled, a workflow triggered on Completed will also fire for calls nobody answered.
FAQs
Q: Why does my report show calls as Completed when nobody picked up?
A: Completed means the call finished routing, not that it was answered. Enable Call Connect to make the status reflect genuine connections.
Q: I have never seen a Busy status. Is something wrong?
A: No. Mobile networks rarely return a busy signal, diverting to voicemail instead. Busy appears mainly on landlines.
Q: What is the difference between No Answer and Failed?
A: No Answer means the call reached the other end and rang without being picked up. Failed means the call never got that far.
Q: Can I see which team member handled each call?
A:Yes. The Call Report table can be filtered and the columns customised before exporting to CSV.
Q: Can I add my own call statuses?
A: Not to the system statuses, which are fixed. Use Call Dispositions to record your own outcomes.