How Wrap-Up Categories affect Status columns

Wrap-Up Category

Description of Wrap-Up Category

Status written to Call List

Status written to PND

Live Party

Inc.

Attempts

IsSuccess

Ambiguous

No return code was returned by the client application. This may result from a script that sets Agent status to available before the call is dispositioned, or by a client application crash. This Wrap-Up Category code is assigned by Dialer.

U

U

Yes

Busy

Line is busy. This Wrap-Up Category code is usually assigned by Dialer.

C

C

Yes

Deleted

"Take my name off of your list". This Wrap-Up Category code is usually assigned by the Agent who removes the number from the Contact List so it is not called again.

U

C

Yes

Yes

Failure

Call was not successful in reaching the campaign goal. This Wrap-Up Category code is usually assigned by the Agent.

U

C

Yes

Yes

Fax

Fax Machine detected. This Wrap-Up Category code is usually assigned by Dialer.

C

C

Yes

Machine

Answering Machine detected. This Wrap-Up Category code may be assigned by Dialer or by an Agent.

C

C

Yes

Navigate

This special Wrap-Up Category code creates a button that navigates to another script page. This Wrap-Up Category code is assigned by Dialer, and should only be assigned by Dialer.

When Navigate is selected, the Add New Disposition dialog prompts for a Script page to jump to, instead of for a Wrap-Up Category code.

No Answer

No answer to the call.  This Wrap-Up Category code is usually assigned by Dialer.

C

C

Yes

No Lines

No Lines were available to place the call. This Wrap-Up Category code is assigned by Dialer, and should only be assigned by Dialer.

C

C

Non-Dialer Call

This Wrap-Up Category code is assigned by Dialer, and should only be assigned by Dialer. It indicates that the Agent received an inbound workgroup call or a DID call that was not generated by Interaction Dialer.

C

C

Yes

Yes

Not Reached

This code indicates that the Central Office was unable to connect the call. In some rare cases, Not Reached will also appear if the SIPCallState is connected but the normal CallState never reaches a connected state. This rare case can result in a call reaching a remote party.  This Wrap-Up Category code is assigned by Dialer, and should only be assigned by Dialer.

C

C

Yes

Phone Number Deleted

Indicates that a call was dispositioned as a 'Do not call' number.

This Wrap-Up Category code can be used to mark a phone number as "U" (Unusable) to indicate that the call outcome was unsuccessful.

This Wrap-Up Category code can be used when a particular phone number is a wrong number, but the whole record should not be marked un-callable.

C

from

U

U

from

blank

Phone Number Success

Indicates that the call was successful. Phone Number Success can be used to mark a phone number as "U" (Unusable) to indicate that the call outcome was successful.

This Wrap-Up Category code can be used for activities such as playing a WAV file once to every phone number on a record.

C

from

U

U

from

blank

Yes

Yes

Yes

Policy Scheduled

This code indicates that a policy behavior for the workflow rescheduled the call for a later date. This Wrap-Up Category code is assigned by Dialer, and should only be assigned by Dialer.

S

C

Yes

Yes

Remote Hang Up

Call was abandoned by the remote party.

C

C

Yes

Rescheduled

This Wrap-Up Category code is assigned by Dialer. It identifies a scheduled call that could not be placed, since the campaign was stopped or the specific Agent was not available to take the call.

R

from

T

C

Yes

Yes

Scheduled

Callback has been scheduled. This Wrap-Up Category code may be assigned by an Agent or by Dialer.

S

C

Yes

Yes

SIT

The SIT Wrap-Up Category code is generated by Predictive Dial COM applications.

SIT appears in the list of Contact Wrap-Up Category codes and in the lists of Wrap-Up Category codes for Policy Disposition Conditions and Behaviors.

When creating disposition policies, the only option available is SIT (SIT Callable and SIT Uncallable are assigned by Interaction Dialer). Selecting SIT will catch both SIT Callable and SIT Uncallable return results.

C

U

SIT Callable

SIT Callable is a Wrap-Up Category set by Interaction Dialer. Interaction Dialer examines the attributes of calls passed to it by Telephony Services and then determines an appropriate Wrap-up code.

C

C

SIT Uncallable

SIT Uncallable is a Wrap-Up Category set by Interaction Dialer. Interaction Dialer examines the attributes of calls passed to it by Telephony Services and then determines an appropriate Wrap-up code.

C

U

Skipped

A preview call was skipped using Interaction Scripter. This Wrap-Up Category code is usually assigned by the Agent.

C

C

Success

Call was successful as relates to the campaign goal. This Wrap-Up Category code is usually assigned by the Agent, to indicate successful completion of the campaign goal.

U

C

Yes

Yes

Yes

System Hang Up

This category indicates that the call was terminated by the system due to no available Agents, high CPU utilization, etc. When Dialer places a call and then ACD processes the call, and there are no available agents to take the call the system disconnects the call before the remote party hangs up. This Wrap-Up Category code is assigned by Dialer, and should only be assigned by Dialer.

C

C

Yes

Transferred

This category indicates that the call was transferred by the Agent. This Wrap-Up Category code is usually assigned by the Agent.

U

C

Yes

Yes

Wrong Party

Call has reached the wrong party. This Wrap-Up Category code is usually assigned by an Agent.

C

From

U

U

Yes

Yes