Create a call result list

Call results are control data values that inform Outbound Dialing Controller (ODC) how to react to a call, that is, is the customer considered handled (doesn't require more call attempts), is redialing required, or is the number of allowed redials full. The table below lists available call results.

  1. In Campaign management > Call result click Add new.

  2. In the Basics block, enter the name for the call result.

  3. In the Campaigns block, choose the campaign for which the call result is available.

  4. In the Call results block, enter the text that will be shown to agents in Communication Panel and then choose its call result from the list.

    The table below lists available call results and explains how each result considers the called customer.

    Table 1.
    Call result Customer considered
    SUCCESS

    Handled
    REFUSAL

    Handled
    REDIAL

    Not handled / Max. calls

    This means one of the following. If the maximum number of redials:
    • has not been reached, redial is required and the customer is Not handled
    • has been reached, the customer is at Max. calls
    WRONG_PERSON

    Handled
    HANGUP

    Handled
    BUSY

    Not handled / Max. calls

    This means one of the following. If the maximum number of redials:
    • has not been reached, redial is required and the customer is Not handled
    • has been reached, the customer is at Max. calls
    NOANSWER

    Not handled / Max. calls

    This means one of the following. If the maximum number of redials:
    • has not been reached, redial is required and the customer is Not handled
    • has been reached, the customer is at Max. calls
    FAX
    If the customer:
    • has another number to call: Not handled
    • does not have another number to call: Handled
    MODEM
    If the customer:
    • has another number to call: Not handled
    • does not have another number to call: Handled
    ANSWERING_MACHINE

    Not handled / Max. calls

    This means one of the following. If the maximum number of redials:
    • has not been reached, redial is required and the customer is Not handled
    • has been reached, the customer is at Max. calls
    AUTO_ATTENDANT

    Handled
    UNKNOWN
    If the customer:
    • has another number to call: Not handled
    • does not have another number to call: Handled
    INSTANT_REDIAL

    Not handled / Max. calls

    This means one of the following. If the maximum number of redials:
    • has not been reached, redial is required and the customer is Not handled
    • has been reached, the customer is at Max. calls

    The system gives the call results an ordinal number. To change the order of the fields, use the Up and Down buttons.

  5. Save the call result list.