Dialing Cycle Outcomes
Dialing Cycle Outcomes (also known as switch outcomes, cause codes or network outcomes) are normally generated by the telephony (CTI) layer based on call outcome, cause code or call progress information returned from the network. They are returned to the campaign layer via the Number Back [NB] message Reason (RE) parameter (which is derived from the Call Failed [CF] Cause (CA) parameter sent from the switch). In Softdial Campaign Manager™. They are stored in the Switch_Result column of the campaign table.
Where a call is aborted by Softdial CallGem™, Softdial CallGem™ generates a Dialing Cycle Outcome and returns this outcome code in the Number Back [NB] message, Reason (RE) parameter. (See Outcomes Generated by Softdial CallGem™ below).
A range of default Dialing Cycle Outcomes is provided, as listed below. To extend/ modify this range,
The outcome code (i.e. the unique integer code which is used in the message sent e.g. the Cause (CA) parameter in the Call Failed [CF] message) is automatically assigned. To view this code: after a new Dialing Cycle outcome is created in the Dialing Cycle Outcomes tab, double-click it, or click Edit. The code is shown in the title of the edit dialogue.
Every Dialing Cycle Outcome must be mapped to an Outcome Category, as listed below. These categories are used (among other things) by Softdial CallGem™'s pacing engine.
Show outcome categories
Categories currently supported:
| Code | Category |
|---|---|
| 1 | notmade |
| 2 | abandoned |
| 3 | hostinterrupt |
| 4 | timedout |
| 5 | busy |
| 6 | livecall |
| 7 | noanswer |
| 8 | faxmodem |
| 9 | ansmachine |
| 10 | other |
| 11 | cpartyhangup |
| 12 | fastbusy |
| 13 | plannednotmade |
| 14 | agentamsmachine |
| 15 | inbounddrop |
| 16 | inboundabandon |
Agent Outcomes may be mapped to Dialing Cycle Outcomes generated by the CTI layer but not to those generated by Softdial CallGem™. Doing so will result in an error being generated (EC 406 - Invalid Cause (CA) parameter. See Outcomes Generated by Softdial CallGem™ below.
From V10.6.600 Preview calls completed with no specified Agent Outcome will be assigned a default Agent Outcome of 200, 'Not Made (A)' and Switch Outcome 0, 'Not Made'.
Outcomes Generated by CTI
These outcomes are all reported back to Softdial CallGem™, using the Cause (CA) parameter in the Call Failed [CF] message.
Softdial CallGem™ then passes all outcome information received in Call Failed [CF] messages to the CRM application in Number Back [NB] messages.
| ID | Title | Description | Outcome Category |
|---|---|---|---|
| 1 | Busy | The called party was busy | busy |
| 2 | No answer | There was no answer from the called party | noanswer |
| 3 | Fax machine | The switch detected that a fax machine had been dialed | faxmodem |
| 4 | Modem | The switch detected that a modem had been dialed | faxmodem |
| 5 | Answer machine | The switch detected that an answering machine had been dialed | ansmachine |
| 6 | Call failure | Reasons may include network load, phone offhook, or dead line | other |
| 7 | Abandoned | A call was made and answered, but since no agent was available to take the call, it was abandoned | abandoned |
| 10 | Connected | This is a call, of whatever type (live call, answering machine and so on), that was transferred to an agent | livecall |
| 11 | Inbound Drop | The ACD has dropped the call because it was unable to route to a final destination | inbounddrop |
| 12 | Inbound Abandon | The caller hung up while in queue | inboundabandon |
| 20 | Unobtainable | The number cannot be reached; reason unclear | other |
| 21 | Out of order | The network reported that the number called was out of order | other |
| 22 | Number changed | Calls to this number should now be routed to a different number. A message announcing the new number may have been played, when the call was made | other |
| 23 | Incoming barred | The number dialed will not accept incoming calls | other |
| 24 | Call rejected | A non-standard device such as a videophone would not accept the call | other |
| 25 | Not in use | For example the number has been disconnected | other |
| 26 | Fast busy | Unable to access the number through its local exchange because of network congestion | other |
| 27 | Hi and dry | No information about why call did not get through; in the US especially associated with the absence of SIT tones | other |
| 30 | Other | No information on why call failed | other |
| 31 | Called Party Hang Up |
|
other |
| 33 | Answering Machine Left Message | Answering Machine Left Message | ansmachine |
| 34 | Agent Answer Machine | Answer machine detected by agent. | agentansmachine |
| 98 | Do Not Call Tenant | Do not call this number ever again. See 'Do Not Call' (DNC) Outcomes | other |
| 99 | Do Not Call Campaign | The respondent asked not to be called. This applies to the campaign only. See 'Do Not Call' (DNC) Outcomes | other |
| 100 | DNC Cleaned | The number was flagged 'Do Not Call' against one of the campaign's do not call lists. See Do Not Call (DNC) Lists | other |
| 101 | Retry Example 1 | CM retry management example showing how to set up a dialing cycle outcome for a new live call classification enabling retry management | livecall |
| 106 | LIVE Left Message | LIVE Left Message | livecall |
| 107 | LIVE Unattended | LIVE Unattended | livecall |
| 109 | Abandon No Suitable Agent | Abandon no suitable agent | livecall |
Outcomes Generated by Softdial CallGem™
The following Dialing Cycle Outcomes are determined by Softdial CallGem™ only, and not by the CTI layer. These are also notified back to the CRM application in Number Back [NB] messages.
Do not map Agent Outcomes to any of these Dialing Cycle Outcomes. This will generate the error EC 406 - Invalid Cause (CA) parameter.
| ID | Title | Description | Outcome Category |
|---|---|---|---|
| 0 | Not Made | This is a number passed to CallGem but never dialed. This field will not be displayed in the reporting suite This is also the default Dialing Cycle Outcome for preview calls that are completed without a specified Agent Outcome (from V10.6.580). | Notmade |
| 8 | Host Interrupt | The CTI layer (or switch) interrupted a call on account of an event such as software failure | Hostinterrupt |
| 9 | Timed Out | The call was timed out and not made because the switch did not respond to a Call Initiate [CI] message. | Timedout |
| 32 | Agent Specific Callback Failed | The agent specified for an agent specific callback is not logged in | other |
See also: