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Status Codes

The Wrap-Up Category assigned when a call is dispositioned directly affects the status code written to the contact list and PND table.  Status codes are one-character alphabetical flags that indicate the overall status of a contact in a campaign. Dialer uses status code flags to determine whether to select a record for processing.

Code

Meaning

A

Indicates that the maximum retry attempts for busy, answering machine, no answer and so on have been reached for the record. It will never be called again. This status is also assigned when "max attempt" thresholds have been reached for auto-schedule options or the total attempts to dial the record.

C

Indicates a Callable contact.

F

Indicates that all of a contact's numbers are uncallable, and that the record has been "flagged" for customer review.

For example, if all attempts to dial phone numbers for a contact fail with SIT wrap-up Category, then that contact is essentially uncallable until a new contact column is added or some of the existing numbers are changed. Rather than mark the contact as uncallable, it is flagged with "F" so that customers can change the status back to "C" after they have added a new contact column, or updated contact numbers.

I

Indicates that the record selection process has selected this record for processing and the record has been passed to an Outbound Dialer server. However, the record may not have been dialed yet, and it has not been dispositioned by an agent.

When a campaign stops, its active contacts are reset in the contact list (status changed from 'I' to 'C'), and the active campaign ID (I3_ACTIVECAMPAIGNID) is used by a stored procedure to ensure that only contacts associated with this campaign are cleared.

This process takes into account the active campaign so that if the contact list is in use by multiple campaigns, the queued flag will be cleared on all contacts when the campaign stops (even ones queued by Dialer for other campaigns). This prevents contacts from being called back once they are completed or processed.

J

Indicates a record that has been inserted into the contact list table for Priority Dialing.

O

Indicates an auto-scheduled call. When the system schedules a call back according to the defined auto-schedule settings, Status is set to O to indicate that a callback has been scheduled, but has not been attempted yet.

P

Indicates that the record is to be purged and will not be dialed. The "P" status is set by DNC scrubbing.

R

Indicates a records that has been rescheduled because the designated agent was not logged on to take the call. If these are campaign wide calls, then if no agents are logged on, calls will be rescheduled with "R" in the status field.

If 'ignore recycles' is checked, auto scheduled calls will be distinguished from agent scheduled campaign wide calls and own agent callbacks.

The contact list status will appear as 'C' for auto-scheduled and rescheduled auto-scheduled calls if ignore recycles is not checked.

S

Indicates a Scheduled call. When an agent schedules a call back, status is set to S to indicate that a callback has been scheduled, but has not been attempted yet.

T

Indicates an Auto-rescheduled call (a scheduled call that was rescheduled by dialer, not an agent). This status is assigned to a scheduled callback that failed to reach a contact, and the maximum number of callback attempts has not been reached. When it is, the status will be changed to "A" to indicate that maximum retry attempts for busy, answering machine, no answer and so on, have been reached for the record. It will never be called again.

U

Indicates an Unusable call record. This status designates a contact that will not be called again. Items are given a "U" status when the assigned Wrap-up Category code indicates Success, SIT Un-callable, Failed, or Wrong Party.

It is important to understand how and where a record's status is assigned. If the wrap-up category applies to a single contact column, a status code is written to the Phone Number Detail (PND) table. The PND table breaks out each contact column into its own row that keeps track of a contact column specific status, attempts, and so on. If a row is marked with an un-callable status in the PND table, that phone number for that record will not be called again, but other contact numbers for that same record can still be called.

If the wrap-up category applies to the record as a whole (all contact columns in the record), then the status code is written to the status column of the contact list table.