Call Lifecycle

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 caller identity, the buyer and agent who handled the conversation, the conversion outcome, the disposition, associated recordings and transcriptions, billing totals.

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".

Who Hung Up

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

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 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 call started.
• End time - when call 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.
• 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 agent handled it, and which lead or contact it belongs to.

Parent and child calls are linked via relationships:

• Previous call - a pointer from a child call back to its parent. The parent's follow-up call is found by traversing link in reverse.

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.