System Outcomes
Agent System Outcomes
Required permissions: Calling List View
The following table describes the agent-related system outcomes when exporting a calling list:
ID | Name | Details |
---|---|---|
0 | Live Call |
Mapped Dialing Cycle Outcome: 10 Description: Live call (Unspecified) |
1 | Answering Machine |
Mapped Dialing Cycle Outcome: 34 Description: Answering machine |
2 | Auto Attendant |
Mapped Dialing Cycle Outcome: 30 Description: IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. system or other automated service |
3 | Fax |
Mapped Dialing Cycle Outcome: 3 Description: Fax machine |
4 | Modem |
Mapped Dialing Cycle Outcome: 4 Description: Modem |
5 | Unknown Machine |
Mapped Dialing Cycle Outcome: 30 Description: Unknown machine; unable to classify as a meaningful non-live outcome |
6 | Other Non-Live |
Mapped Dialing Cycle Outcome: 30 Description: Other non-live agent-detected outcome |
33 | Answer Machine Left Message |
Mapped Dialing Cycle Outcome: 33 Description: Answer machine; left message |
101 | Reschedule |
Mapped Dialing Cycle Outcome: 10 Description: The respondent asked to be called back |
102 | Refusal |
Mapped Dialing Cycle Outcome: 10 Description: The called party refused the proposition |
103 | Wrong Number |
Mapped Dialing Cycle Outcome: 10 Description: Wrong number |
104 | Wrong Person |
Mapped Dialing Cycle Outcome: 10 Description: The respondent was not available at the time |
105 | Commitment |
Mapped Dialing Cycle Outcome: 10 Description: Got a sale/promise to pay/other result |
106 | Do Not Call (DNC) |
Mapped Dialing Cycle Outcome: 99 Description: Do not call on this campaign A grouping of skills used to run reports. |
107 | Do Not Call Ever |
Mapped Dialing Cycle Outcome: 98 Description: Do not call this number again (applies to all calls on tenant) |
120 | Other Live |
Mapped Dialing Cycle Outcome: 10 Description: Other live call that cannot be classified |
121 | Retry Example 1 |
Mapped Dialing Cycle Outcome: 101 Description: Mapping between agent and dialing cycle outcome example |
200 | Not Made (A) |
Mapped Dialing Cycle Outcome: 0 Description: The agent declined to make the call in open progressive mode |
201 | Busy (A) |
Mapped Dialing Cycle Outcome: 1 Description: Agent detected busy tone |
202 | No Answer (A) |
Mapped Dialing Cycle Outcome: 2 Description: Agent detected ring no answer |
203 | Fax (A) |
Mapped Dialing Cycle Outcome: 3 Description: Agent detected fax |
204 | Modem (A) |
Mapped Dialing Cycle Outcome: 4 Description: Agent detected modem |
205 | Answer Machine (A) |
Mapped Dialing Cycle Outcome: 5 Description: Agent detected answer machine |
206 | Call Failure (A) |
Mapped Dialing Cycle Outcome: 6 Description: Agent detected call failure |
220 | Number Unobtainable (A) |
Mapped Dialing Cycle Outcome: 20 Description: Agent detected number unobtainable SIT |
221 | Out of Order (A) |
Mapped Dialing Cycle Outcome: 21 Description: Agent detected out-of-order SIT |
222 | Number Changed (A) |
Mapped Dialing Cycle Outcome: 22 Description: Agent detected number changed SIT |
223 | Incoming Barred (A) |
Mapped Dialing Cycle Outcome: 23 Description: Agent detected incoming barred SIT |
224 | Call Rejected (A) |
Mapped Dialing Cycle Outcome: 24 Description: Agent detected call rejected SIT |
225 | Not in Use (A) |
Mapped Dialing Cycle Outcome: 25 Description: Agent detected not in use SIT |
Dialer System Outcomes
Required permissions: Calling List View
The following table describes the dialer-related system outcomes:
ID | Name | Details |
---|---|---|
-1 | Record cached but not yet called |
Category: Record cached but not yet called Description: Record is in the cache and waiting to be dialed |
0 | Not Made |
Category: Call Not Launched Description: This is a number passed to the dialer but never dialed |
1 | Busy |
Category: Busy (Engaged) Description: The called party was busy |
2 | No Answer |
Category: Called time out ring no answer Description: There was no answer from the called party |
3 | Fax Machine |
Category: Fax or modem Description: The switch detected that a fax machine had been dialed |
4 | Modem |
Category: Fax or modem Description: The switch detected that a modem had been dialed |
5 | Answer Machine |
Category: Answer machine Description: The switch detected that an answering machine had been dialed |
6 | Call Failure |
Category: Other non-connect (such as carrier intercept) Description: Reasons may include on account of network load, phone off-hook, or dead line |
7 | Abandoned |
Category: Abandoned Description: A call was made and answered, but since no agent was able to take the call, the contact was abandoned |
8 | Host Interrupt |
Category: Host interrupt Description: The host interrupted a call on account of an event such as software failure |
9 | Timed Out |
Category: Call timed-out (no response) Description: The call was timed out and not made because the switch did not respond to a call |
10 | Connected |
Category: Live connected call Description: This is a call, of whatever type (live call, answering machine, and so on) |
20 | Unobtainable |
Category: Other non-connect (such as carrier intercept) Description: The number cannot be reached; reason unclear |
21 | Out of Order |
Category: Other non-connect (such as carrier intercept) Description: The network reported that the number called was out of order |
22 | Number Changed |
Category: Other non-connect (such as carrier intercept) Description: Calls to this number should now be routed to a different number |
23 | Incoming Barred |
Category: Other non-connect (such as carrier intercept) Description: The number dialed will not accept incoming calls |
24 | Call Rejected |
Category: Other non-connect (such as carrier intercept) Description: A non-standard device such as a videophone would not accept the call |
25 | Not in Use |
Category: Other non-connect (such as carrier intercept) Description: For example, the number has been disconnected |
26 | Fast Busy |
Category: Fast busy (such as congestion, no circuit available) Description: Unable to access the number through its local exchange because of network congestion |
27 | Hi and Dri |
Category: Other non-connect (e.g. carrier intercept) Description: No information on why the call did not get through |
30 | Other |
Category: Other non-connect (such as carrier intercept) Description: No information on why call failed |
31 | Called Party Hangup |
Category: Called party hangup Description: Party hangup prior to transfer |
32 | Planned Not Made |
Category: Planned time call not made Description: Planned call not made as agent not present |
33 | Answering Machine Left Message |
Category: Answer machine Description: Answering machine; left message |
34 | Agent Answer Machine |
Category: Agent-detected answering machine Description: Answering machine detected by agent |
86 | Rescheduled Agent Specific |
Category: Live connected call Description: Customer specified a data and time to call back, use same agent |
87 | Rescheduled Time Specific |
Category: Live connected call Description: Customer specified a date and time to call back - any agent can handle it |
88 | Rescheduled Time Unspecific |
Category: Live connected call Description: Customer did not specify a date and time to call back |
89 | Unavailable |
Category: Live connected call Description: The requested person was unavailable |
90 | Manual Suppression |
Category: Unknown Description: Call Suppression Temporarily skips a contact when using the outbound dialer. based on single entry to CXone. |
91 | Webservice Suppression |
Category: Unknown Description: Call Suppression based on Web service addition |
92 | IVR Suppression |
Category: Unknown Description: Call Suppression based on caller opt-out through an IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. Menu (AddCallSup) |
93 | Script Action Suppression |
Category: Unknown Description: Call Suppression based on Studio Script Action (AddCallSup) |
94 | Bulk Upload Suppression |
Category: Unknown Description: Call Suppression based on Bulk Upload in . |
95 | Call Suppressed |
Category: Unknown Description: Call Suppressed based on unknown source |
96 | Agent Hung Up |
Category: Unknown Description: Agent hung up |
97 | NoPorts |
Category: Fast busy (such as congestion, no circuit available) Description: No available ports |
98 | Do Not Call Tenant |
Category: Other non-connect (such as carrier intercept) |
99 | Do Not Call Campaign |
Category: Live connected call Description: The respondent asked not to be called (applies to the campaign A grouping of skills used to run reports. only) |
100 | DNC Cleaned |
Category: Other non-connect (such as carrier intercept) Description: The number was flagged "Do Not Call" against one of the campaigns DNC lists |
101 | Retry Example 1 |
Category: Live connected call Description: CM retry management example showing how to set up a dialing cycle outcome for a retry |
106 | LIVE left Message |
Category: Live connected call Description: Live (left message) |
107 | LIVE Unattended |
Category: Live connected call Description: Live (unattended) |
109 | Abandon No Suitable Agent |
Category: Other non-connect (e.g., carrier intercept) Description: Abandon (no suitable agent) |