Is it possible to trigger a specific Quality Management evaluation when a call drops due to SIP registration timeout on our Singapore BYOC trunks? Current adherence reports show the call as answered, but the quality score defaults to null instead of failing.
{
"status": "answered",
"qm_evaluation": null,
"disconnect_cause": "SIP_REG_TIMEOUT"
}
Need to map this specific carrier failure to a score of zero for compliance.
The root cause here is the platform not exposing disconnect causes directly to qm rules. try using the analytics api to pull call events with disconnect_cause instead. you can then map sip_reg_timeout to a zero score in your external tool. qm rules are limited here.
You need to leverage the Performance dashboard to isolate these events. The suggestion above is technically sound, but for immediate compliance reporting, create a Queue Activity view filtered by Disconnect Cause. This allows manual verification of the SIP_REG_TIMEOUT instances without waiting for external API integrations to populate the quality scores.
Check your QM evaluation settings. Native QM rules do not support disconnect_cause mapping. Use the analytics API to export conversation details, filter for SIP_REG_TIMEOUT, and script a zero-score update. This aligns with the platform limitation noted above. Terraform can automate the report schedule.