System Disposition Values

The following table defines the system dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. values.

Sometimes calls in the ACD display numbers of -1 or -4. These are not dispositions. These numbers mark the position of the call in the ACD before they are delivered to an agent.

Disposition Name Description Reporting Group Name
1 Positive w/Amount The agent must enter an amount (final). Positive Outcome
2 Positive no Amount The agent does not need to enter an amount (final). Positive Outcome
3 Negative — DNC — Skill The contact's request for the agent to add him to the do not call list only applies to this skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge (final). Negative Outcome
4 Negative — DNC — BU The contact's request for the agent to add her to the do not call list applies to all skills (final). Negative Outcome
5 Negative The agent received some kind of negative response (final). Negative
6 Other The contact is not qualified, no decision, no further effort required or various bad number responses (destination/phone number final only). Other Complete
7 Retry — Rescheduled Agent Specific The agent received some kind of negative response and scheduled a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. with himself in particular. Agent Retry
8 Retry — Rescheduled Specified Date/Time — Any Agent The contact specified a date and time for a callback, but any agent can handle the call. Agent Retry
9 Retry — Rescheduled Later Date/Time Unspecified The contact did not specify a date and time to reschedule. Agent Retry
10 Retry — Not Available The requested person was unavailable. Agent Retry
11 Retry — Answering Machine If answering machine detection (AMD) settings are off in your system, an agent must retry this record later. Connect Retry
12 Final — Answering Machine If AMD settings are off in your business unit, the system met the primary goal by leaving a message (final). Positive Outcome
13 Fax Machine The agent labeled this number as a fax machine. If AMD settings are off in your business unit, the number of retries is determined by your retry logic. Connect Retry
14 Answering Machine Left Message The dialer reached an answering machine and played a pre-recorded message. System Retry
15 Busy The dialer reached a busy signal. System Retry
16 Error The phone network was unable to place the call. System Final
17 Fax The dialer detected a fax machine. System Retry
18 Invalid Number The number the dialer called was invalid. System Final
19 Answering Machine The dialer reached an answering machine but did not play a pre-recorded message. System Retry
20 No Answer The contact did not answer before the configured timeout. System Retry
21 Number Changed The Called Party Number is no longer assigned. System Final
22 Disconnect The dialer reached a disconnected number. System Final
23 Network Busy The dialer did not connect because no circuit or channel was available. System Retry
24 Abandon Predictive Only — The caller abandoned the call prior to being connected to an agent. System Retry
25 Agent Abandon The agent ended the call prior to being connected to the contact. System Retry
26 Manual Suppression The system suppressed the call because of an entry in the call suppressionClosed Temporarily skips a contact when using the outbound dialer. list that someone entered manually. Suppressed Final
27 Webservice Suppression The system suppressed the call through a web service call. Suppressed Final
28 IVR Suppression The system suppressed the call through an IVRClosed Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. response. Suppressed Final
29 Script Action Suppression The system suppressed the call through a script action. Suppressed Final
30 Bulk Upload Suppression The system suppressed the call because of an entry in the call suppressionClosed Temporarily skips a contact when using the outbound dialer. list that someone added with bulk upload. Suppressed Final
31 None None System Final
32 Called Party Hang Up The contact hung up before being connected to an agent. Connect Retry
33 Force Agent Disconnect The agent forced a disconnect through the Active Agent Report. System Retry
34 Call Takeover A supervisor took over the call. Forced Closed Final
35 Disposition Timeout The agent did not select a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. for the call before the configured timeout (final). Negative Outcome
36 No Disposition The agent did not select a disposition option. System Final
37 Forced Remove Call

A web administrator force removed the agent's call.

Or, the agent logs out of MAX while on Disposition.

Forced Closed Final
38 System Failure A system failure, such as a failover, occurred. System Retry
39 No Ports The call did not connect because no portsClosed Where information transfers, over a network, between a computer and a server. were available. System Retry
40 Bad Number The telephone number does not match existing dialing patterns. System Final
41 Retry - Preview Requeue The agent selected the Requeue button in the user interface during a dialer preview. Preview Reject - Retry
42 Third Party — Cell Phone A custom script identified this record as a cell phone when it did not previously have a mark for compliance. Suppressed Retry
43 Third Party — DNC A custom script marked this record for addition to the do not call list. Suppressed Final
44 Third Party — Time Zone Restricted A custom script identified this record as restricted because of its time zone. Suppressed Retry
45 Third Party — Legislative Restricted A custom script identified this record as restricted by legislation. Suppressed Retry
46 Script Action 1 A custom script identified this record as restricted by generic reason 1. Suppressed Retry
47 Script Action 2 A custom script identified this record as restricted by generic reason 2. Suppressed Retry
48 No Scripting Disposition Scripting did not select a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction.. System Final
49 Agent Specific — Queue Is Full Final The agent exceeded the maximum queue size for a single agent (final). System Final
50 Agent Specific — Queue Is Full The agent exceeded the maximum queue size for a single agent (not final). System Retry
51 Callback Undeliverable The system did not deliver the callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. to an agent before the end of the delivery expiration window. System Retry
52 Agent Specific — Agent Unavailable Final The system queued the agent-specific call but was unable to deliver it to the agent (final). System Final
53 Agent Specific — Agent Unavailable The system queued the agent-specific call but was unable to deliver it to the agent (not final). System Retry
54 Agent Specific — Agentless Skill Final The system queued an agent-specific call for an agentlessClosed Contacts made without a live agent for tasks such as one-way delivery of information or messages.. skill (final). System Final
55 ISDN Cause Code 18 The phone network was unable to place the call (not final). System Retry
56 ISDN Cause Code 21 The phone network was unable to place the call (non final). System Retry
57 ISDN Cause Code 102 The phone network was unable to place the call (non final). System Retry
58 SysUnclassified The system did not specify a classification. System Final
60 DialerBlendingRetry The system failed to add a call to belnding. System Retry
61 Reactivation Reactivated record System Retry
62 SMS Final - Destination The SMS was successful and other destinations in the record are available to attempt. The record is still active. System Final
63 SMS Transport Failure Retry The SMS was successful but the system will make more attempts on the record. See the Retry Management page in your Personal Connection ACD skill parameters for information about setting the frequency of SMS retries. System Retry
64 SMS Failure The SMS did not send successfully. System Final
65 SMS Failure Message too Long The SMS message is too long and did not send. System Final
66 SMS Failure Invalid Transport Code The SMS message failed due to an invalid transport code System Final
67 Email Final Email was successful. System Final
68 Email Failure Email did not send successfully. System Final
69 Email Retry Email did not send successfully. System Retry
70 SMS Final - Record SMS was successful and the system makes no more attempts on the record. The record is final. Positive
71 SMS Retry The SMS was successful but the system will make more attempts on the record. See the Retry Management page in your Personal Connection ACD skill parameters for information about setting the frequency of SMS retries. Connect Retry
72 Retry - Snooze The agent clicked the Snooze button from a dialer preview window. The attempt snoozed for a pre-defined period of time. Preview Reject - Retry
73 Retry - Preview Rescheduled Agent Specific The agent rescheduled the contact from a dialer preview window and the same agent will handle the rescheduled call. Preview Reject - Retry
74 Retry - Preview Rescheduled Any Agent The agent rescheduled the contact from the dialer preview window and any agent can handle the rescheduled call. Preview Reject - Retry
75 Preview Reject - Positive The agent set a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. from a dialer preview window with a positive sentiment and no amount entered. Preview Reject - Positive
76 Preview Reject - Positive w/Amount The agent set a disposition from a dialer preview window with a positive sentiment and an amount entered. Preview Reject - Positive
77 Preview Reject - Negative The agent set a disposition from a dialer preview window with a negative sentiment. Preview Reject - Negative
78 Preview Reject - Negative DNC BU The agent set a disposition from a dialer preview window with a negative sentiment. The contact requested to be added to the business unit do not call list. Preview Reject - Negative
79 Preview Reject - Negative DNC Skill The agent set a disposition from a dialer preview window with a negative sentiment. The contact requested to be added to the skill do not call list. Preview Reject - Negative
80 Preview Reject - Negative Other The agent set a disposition from a dialer preview window with a negative sentiment for a reason classified as "other." Preview Reject - Other

81

Proactive Identified - Fax The agent identified the destination as a fax number by pressing the Fax button in the MAX interface. System Retry
82 Proactive Identified - Answering Machine The agent identified the destination as an answering machine by pressing the Answering Machine button in the MAX interface. System Retry
83 Proactive Identified - Bad Number The agent identified the destination as a bad number by pressing the Bad Number button in the MAX interface. System Retry
84 Proactive Identified - Answering Machine Left Message Long The agent identified the destination as an answering machine by pressing the Answering Machine button in the MAX interface. Additionally, the system initialed the default action for Classify with Answering Machine Detection (AMD) options in the CPA Management page in your Personal Connection ACD skill parameters. System Retry
85 Agent Session Timed Out Agent session timed out during manual out-of-network call System Retry
86 Agent Override Answering Machine - No Message The agent used the Answering Machine Agent Override button in MAX after AMD completed. This means End Call and Disposition or Execute Custom Script are selected under CPA (call progress analysis) Management in ACD Skills. CPA Management can be configured to leave the override button available after AMD completes in case AMD misdiagnoses the call as active when it is an answering machine. When the agent uses this button, it will attempt to use the configured AMD option. System Retry
87 Agent Override Answering Machine - System Left Message When the AMD option Play Message is configured. System Retry
90 Call Blocked by Carrier Analytics Call was not delivered, analytics determined the call to be unwanted traffic (SIP 608). This can be managed on the Retry Management page in your Personal Connection ACD skill parameters. System Retry
91 Call Refused By Customer Call was identified by a human at the target location to be unwanted (SIP 603, SIP 607). This can be managed on the Retry Management page in your Personal Connection ACD skill parameters. System Retry
92 Live Person Left Message Personal Connection delivered a message to a live person. Agentless MessageLaydown
93 Live Person Left Message Attempts Max Personal Connection tried to deliver a message to a live person, but the message was interrupted. When the message is interrupted it starts over and attempts to play again. The message attempted to play the maximum number of times. Agentless Message Laydown
94 Live Person Left Message Partial Personal Connection delivered a partial message to a live person. This means the person ended the call before the message was completed. Agentless Message Laydown
95 Answering Machine Left Message Partial Personal Connection delivered a partial message to an answering machine. The answering machine ended the call before the message was completed. Agentless Message Laydown
96 Answering Machine Left Message Attempts Max Personal Connection tried to deliver a message to an answering machine, but the message was interrupted. When the message is interrupted it starts over and attempts to play again. The message attempted to play the maximum number of times. Agentless Message Laydown
97 Agent Override Fax Machine

The agent used the Fax Machine Override button in MAX after AMD completed. This means End Call and Disposition or Execute Custom Script are selected under CPA Management in ACD Skills. CPA Management can be configured to leave the override button available after AMD completes in case AMD misdiagnoses the call as active when it's really a fax machine. When the agent uses this button, it will attempt to use the configured AMD option.

System Retry