Within the CSV export, time indicates the time of the status. Examples:
If an email says "read" at 23:00:00, the person read the email at 11 p.m.
If phone says "voicemail" at 19:00:00, it was recorded at 7 p.m.
Notes:
The report indicates the current status at the time of the download, but the data freezes after two days post-delivery.
Language within the delivery report is based on the current language in the system at the time of the export.
Calling Logic:
We will attempt to call all available phone numbers for an individual recipient and a "live" person or voicemail is the goal. Once a person answers or a voicemail is left, we will not call the next phone number associated with that person.
If nobody answers the phone call (live person or voicemail), the number goes back into a queue and we attempt again in 15 - 20 minutes. We attempt a retry twice. If a person has more than one phone number in the system, we attempt the mobile number 3 times, then move to home phone for 3 attempts, and finally, work number for 3 attempts.
Phone
- Answered/Live-person - The call was answered by a person
- Answered/Voicemail - The call was sent to voicemail
- Attempt_Status - If nobody answers the phone call (live person or voicemail), the number goes back into a queue and we attempt again in 15 - 20 minutes. We redial twice (attempt 1, 2, 3 within the delivery report)
- Busy - Our system received a busy signal
- Completed - live person/voicemail greeting were undetected, or the mailbox not in service or set-up, or the number is unreachable. All result in a hang up by the provider and an undelivered message
- Disabled- The member has turned off notifications for this modality
- Failed - Call failed to connect, most likely a wrong number
- Not answered - the message was not delivered, there was no answer or voicemail
- Phone-number-forbidden_npa or Phone-number-forbidden_nxx - this indicates the phone number contains an area code that we won’t attempt to dial (Ex. 555 or 900 or other country prefixes)
- Sent-to-provider - sent to the phone number’s service provider and they will be sending out the phone call
- Unavailable - There is no contact information for this modality
Email
- Delivered - message has been delivered to the email
- Delayed - The email is currently delayed by the recipient email server
- Disabled- The member has turned off notifications for this modality
- Read or Viewed - message has been viewed by the recipient
- Rejected - message did not deliver to the email
- Hard-bounce - message did not deliver due to:
Recipient email address does not exist
Domain name does not exist
Recipient email server has completely blocked delivery
- Pending - Our system is still attempting delivery
- Sent-to-provider - sent to the email service provider, who sends the messaging on Signal Kit’s behalf
- Soft-bounce - message did not deliver due to:
A full mailbox
Recipient email server is down or offline
Email message is too large
- Unavailable - There is no contact information for this modality
SMS Text Message
- Disabled- The member has turned off notifications for this modality
- Failed - SMS failed to connect, most likely a wrong number
- Sent-to-provider - sent to the phone number’s service provider and they will be sending out the SMS Text Message
- Unavailable - There is no contact information for this modality
- Undelivered - The text message failed to be delivered to the recipient