System Dispositions Definitions and Error Codes

System Dispositions Definitions and Error Codes

Answering Machine- Answering machine/voicemail was detected.

Fax- Fax tone detected.

Busy- System detects a standard busy.

No Answer- The call was not answered according to the number of rings defined in IVR script.

Operator Intercept- Carrier sends error tone and message that the call did not go through. Examples: “This number is no longer in service “or “I’m sorry all circuits are busy”.

Error- Call failed to dial. It can be caused by a corrupt/dropped channel or the following

Reason Codes:

  1. validiationCheckFailed: If the telephone number does not have valid number of digits.

  1. AreacodeCheckFailed: for Manual dialing only. The agent enters an incorrect number of digits for the telephone number.

Drop- The call is dropped/disconnected because there were no available agents.

Skip- The number was skipped (not dialed).
Reason codes:

  1. AgentOffine : The Agent was not logged in at the time a callback was going to take place.·      
  2. NoCampaignList: The list was removed from the campaign while it was running. The records were already fetched from the list and therefore skipped.
  3.  TimeZoneSkip: The telephone number was outside the time zone defined in campaign settings.
  4. NoDefaultTimeZone: Default Time Zone is missing in campaign settings.
  5. HitCounterReached: Max Hit Counter value has been reached; therefore any fetched records will be skipped.
  6. AreaCodeCheckFailed: If number fails meet the requirements in the long-distance settings or target area code or no dial area cod

Callback- Dialer completed a scheduled callback.

No Call- The telephone number was not dialed because it was found in a nocalls list.

Forced Hang-up: The Agent is logged off by the Manager or no disposition was marked by an agent.

Connected- Autodialer code for a successfully connected call.

Agent Skipped- In preview dialer mode the agent selects “Skip”.

CellPhone Detected - CNI cell phone scrubbing feature must be active in a campaign settings for the below reason codes. This service is provided by Voxtelesys.

Reason Codes:
  1. CNIPager
  2. CNICellular
  3. CNIUnknown
  4. CNIInvalid
  5. CNIUnauthorized
  6. CNIError

 



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