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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




Agent Connection Broken

Agent Logout

Agent Received a New Call


Busy - Busy

Busy - Busy Signal

Busy - Disconnect before Analysis

Busy - Not Reached

Busy - Remote Busy



Deleted - Do Not Call



Failure - Timeout



Fax - System Hang up on Fax


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


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





Scheduled - Callback



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 - Agent Skip

Skipped - Do Not Dial

Skipped - Policy No valid Phone Number


Failed to play recording


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



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:

  • Dialing the wrong prefix or access code  

  • Inserting an incorrect amount of coins in a pay phone

  • Screened line access denial

  • 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.

Related Topics

How Wrap-Up Categories affect Status columns

Dialer-Assigned Wrap-Up Codes

WrapupCategory Table

WrapupCode Table

Configure wrap-up codes for Scripter in Interaction Connect