System (Dialer) Outcomes

Required security profile 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 SuppressionTemporarily skips a contact when using the outbound dialer. based on single entry to .

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 IVRInteractive Voice Response; an 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 campaignA 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)