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Interaction Dialer Manager Help
Wrap-up Categories and Codes
Wrap-up categories and codes are defined using the Wrap-up container in Interaction Administrator. Later, wrap-up classifications are assigned to a script, which is in turn assigned to a campaign. Agents use wrap-up categories and codes to record the outcome of each call. Wrap-up categories are general classifications. Wrap-up codes more specifically identify why a call finished.
Wrap-up Categories
Wrap-up Categories generically classify the result of a campaign call for reporting purposes. The standard wrap-up Categories and default wrap-up Codes used by Dialer are listed in the table below.
Wrap-up Codes
Wrap-up Codes are strings that indicate the completion status of a call step. Wrap-up codes are the disposition options that agents see in a script. For example, a user-defined wrap-up code might be "doesn't read the newspaper". Wrap-up codes allow agents to disposition calls by choosing a call outcome tailored for the campaign. Under certain conditions (as when Dialer detects SIT tones) Dialer will assign a wrap-up Code to the call. But in most cases, wrap-up codes are assigned by agents.
For reporting purposes, custom wrap-up codes are always mapped to standard wrap-up Categories. For example, in a newspaper subscription campaign, the wrap-up code "doesn't read the newspaper" would be mapped to "Failure" (a wrap-up category). Likewise, "Not Interested" would also be mapped to "Failure". Wrap-up codes add granularity to reporting, while wrap-up Categories provide for standardized reporting across multiple campaigns.
NOTE: Custom wrap-up
codes and categories can be defined in Interaction Administrator. For
more information, see the People topic in Interaction Administrator Help
in the PureConnect Documentation Library.
Note also that only the default wrap-up category of "Scheduled"
can be used in base scripts when trying to schedule a call. For example,
if you create a custom wrap-up category that changes the contact list
status to "S" and use it in a base script, the calendar does
not pop to schedule the call.
Keep in mind that if you do create custom wrap-up codes and you have more
than ODS sharing the same DialerConfig, you will need to make sure that
exact copies of the custom wrap-up codes exist on both ODS systems. If
you do not have exact copies on both servers, calls will be dispositioned
as Ambiguous. Creating the copies is a manual procedure as there isn't
currently an automated synchronization routine for wrap-up codes.
Wrap-up Category |
Default wrap-up Codes (user-defined) |
Default Wrap-up Category |
None |
Ambiguous |
Ambiguous Agent Connection Broken Agent Logout Agent Received a New Call |
Busy |
Busy - Busy Busy - Busy Signal Busy - Disconnect before Analysis Busy - Not Reached Busy - Remote Busy |
Deleted |
Deleted Deleted - Do Not Call |
Failure |
Failure Failure - Timeout |
Fax |
Fax Fax - System Hang up on Fax |
Machine |
Machine - Answering Machine Machine - Failed to play recording Machine - Machine Machine - Recording played to Fax Machine - Recording played to Machine Machine - System Hang up on Fax Machine - System Hang up on Machine |
Navigate |
This special disposition allows agents to navigate to another script page. |
No Answer |
No Answer No Answer - Answering Machine No Answer - Disconnect before Analysis No Answer - No User Responding No Answer - Timeout No Answer - User Alerting No Answer |
No Lines |
No Lines No IP Response |
Non-Dialer Call |
Non-Dialer call |
Not Reached |
Not Reached Not Reached - Disconnect before Analysis |
Phone number deleted |
Phone number deleted |
Phone number success |
Phone number success |
Policy Scheduled |
Policy Scheduled |
Remote Hang Up |
Remote Hang Up Remote Hang Up - Contact Hang Up Remote Hang Up after Transfer Remote Hang Up in Attendant |
Rescheduled |
Rescheduled |
Scheduled |
Scheduled Scheduled - Callback |
SIT |
SIT |
SIT Callable |
SIT Callable - Disconnect before Analysis SIT Callable - Ineffective Other. See note that follows table. SIT Callable - No Circuit SIT Callable - No Route to Destination SIT Callable - Normal SIT Callable - Protocol Error SIT Callable - Reorder SIT Callable - Temporary Failure |
SIT Uncallable |
SIT Uncallable - Bad Number SIT Uncallable - Disconnect Before Analysis SIT Uncallable - Ineffective Other (see note that follows table) SIT Uncallable - Invalid Number Format SIT Uncallable - No Circuit SIT Uncallable - No IP Response SIT Uncallable - Number Changed SIT Uncallable - Reorder SIT Uncallable - Unassigned Number SIT Uncallable - Unknown tone SIT Uncallable - Vacant Code |
Skipped |
Skipped - Agent Skip Skipped - Do Not Dial Skipped - Policy No valid Phone Number |
Success |
Failed to play recording Success Success - Recording played to Fax Success - Recording played to Live Voice Success - Recording played to Machine Success - System Hang up on Fax Success - System Hang up on Live Voice Success - System Hang up on Machine |
System Hang Up |
System Hang Up System Hang Up - Agent not available for callback System Hang Up - Attendant Transfer failed System Hang Up - Failed to play recording System Hang Up - Failed to route call to agent System Hang Up - Failed to send fax System Hang Up after Transfer System Hang Up in Attendant |
Transferred |
Transferred |
Wrong Party |
Wrong Party Wrong Party - Wrong Number |
Default wrap-up codes are also called system wrap-up codes, because these codes are installed by default when Dialer is installed on the CIC server. Additional wrap-up codes and categories are added later by system administrators. System wrap-up codes are automatically assigned when the system, rather than an agent must decide how to disposition a contact attempt.
What is Ineffective Other?
Ineffective Other is the special information tone returned if a call attempt does not complete due to improper user action. Improper user actions include:
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Dialing the wrong prefix or access code
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Inserting an incorrect amount of coins in a pay phone
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Screened line access denial
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Dialing irregularity
When this error occurs, announcements are played to indicate that the call cannot be completed as dialed, with instructions that tell the caller how to correct the problem.
Administrators should configure the system to automatically wrap-up calls if any agents use Scripter in Interaction Connect
Dialer administrators should configure the system to automatically assign a wrap-up category and wrap-up code if any agents use Scripter in Interaction Connect. Scripter in Interaction Connect automatically assigns wrap-ups based on the disposition button pressed by each agent. For each possible disposition, Administrators can control the category and code assigned. See Configure wrap-up mapping for Scripter in Interaction Connect.
It is possible to correlate wrap-up categories and codes with ISDN Cause Codes?
No. PureConnect's call disposition business logic is more sophisticated than a one-to-one mapping of cause codes to wrap-up codes. When the system must make a decision to assign a wrap-up code and category, that decision is based on both call analysis results and information sent to Interaction Dialer by the TSServer subsystem.
To make the most granular assignment possible, Dialer analyzes all of the information it receives, not just cause codes. It then assigns a system wrap-up code, which is one of the default wrap-up codes installed when Dialer itself was installed.
Since ISDN cause codes are logged to the "cadetail" column in the Call History table, it is possible to query that table to see what ISDN codes were received. For example, a query of the CallHistory table:
SELECT top 100 wrapupcategory, wrapupcode, cadetail FROM [I3_IC_Kodiak].[ININ_DIALER_40].[CallHistory] WHERE cadetail is not null
might return information similar to the example data shown below:
wrapupcategory wrapupcode cadetail No Answer No Answer Normal Call Clearing (ISDN Cause Code 16) Not Reached Not Reached Normal Call Clearing (ISDN Cause Code 16)
But it is not possible to predict how the system will assign wrap-up codes solely based on a cause code.
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