Managing Outbound Campaign Call Results

Use

You use this procedure to create, modify, and delete call results. Every campaign must be linked to a call result.

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, is redialing required, or is the number of allowed redials full. The table below lists available call results. The Description column tells what the call result means for the customer in the campaign. Not Handled / Max. Calls 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

Handled means that an agent has entered a call result and the customer does not require more call attempts. For more information on campaign progress, see Managing Outbound Campaigns.


Call Result	Description
Agent rejected	Handled
Answering machine	Not Handled / Max. Calls
Auto-attendant	Handled
Bad address	If the customer: has another number to call: Not Handled does not have another number to call: Handled
Busy	Not Handled / Max. Calls
Fax	If the customer: has another number to call: Not Handled does not have another number to call: Handled
Hang up	Handled
Instant redial	Not Handled / Max. Calls
Modem	If the customer: has another number to call: Not Handled does not have another number to call: Handled
No answer	Not Handled / Max. Calls
Redial	Not Handled / Max. Calls
Refusal	Handled
Skip	Not Handled / Max. Calls
Successful	Handled
Unknown	If the customer: has another number to call: Not Handled does not have another number to call: Handled
Wrong number	If the customer: has another number to call: Not Handled does not have another number to call: Handled
Wrong person	Handled

Prerequisites

You must have rights to manage call results. You also need rights to view campaigns.

Procedure

Creating Call Results

On the System Configurator main screen, choose Outbound Management > Call Result.
Choose Add New.

A screen area with relevant assignment blocks appears.
In the Basics block, enter the name for the call result.
For information about the rights assignment block, see Access Rights.
In the Campaigns block, choose the campaign for which the call result is available.
In the Call Results block, enter the text that is displayed in the call result list in the end-user application in the Call Result column, and then choose the result for it.

The system gives the call results an ordinal number. You can change the order by using Up and Down.
Save your entries.

Modifying or Deleting Filters

On the System Configurator main screen, choose Outbound Management > Call Result.
Search for the call result whose settings you want to modify.

The search result list appears.
Choose the call result by double-clicking it.
Modify the settings, or choose Delete to remove it.
Save your entries.