System Outcomes

Agent System Outcomes

Required permissions: Calling List View

The following table describes the agent-related system outcomes when exporting a calling list:

ID Name Details
0 Live Call

Mapped Dialing Cycle Outcome: 10

Description: Live call (Unspecified)

1 Answering Machine

Mapped Dialing Cycle Outcome: 34

Description: Answering machine

2 Auto Attendant

Mapped Dialing Cycle Outcome: 30

Description: IVRClosed system or other automated service

3 Fax

Mapped Dialing Cycle Outcome: 3

Description: Fax machine

4 Modem

Mapped Dialing Cycle Outcome: 4

Description: Modem

5 Unknown Machine

Mapped Dialing Cycle Outcome: 30

Description: Unknown machine; unable to classify as a meaningful non-live outcome

6 Other Non-Live

Mapped Dialing Cycle Outcome: 30

Description: Other non-live agent-detected outcome

33 Answer Machine Left Message

Mapped Dialing Cycle Outcome: 33

Description: Answer machine; left message

101 Reschedule

Mapped Dialing Cycle Outcome: 10

Description: The respondent asked to be called back

102 Refusal

Mapped Dialing Cycle Outcome: 10

Description: The called party refused the proposition

103 Wrong Number

Mapped Dialing Cycle Outcome: 10

Description: Wrong number

104 Wrong Person

Mapped Dialing Cycle Outcome: 10

Description: The respondent was not available at the time

105 Commitment

Mapped Dialing Cycle Outcome: 10

Description: Got a sale/promise to pay/other result

106 Do Not Call (DNC)

Mapped Dialing Cycle Outcome: 99

Description: Do not call on this campaignClosed

107 Do Not Call Ever

Mapped Dialing Cycle Outcome: 98

Description: Do not call this number again (applies to all calls on tenant)

120 Other Live

Mapped Dialing Cycle Outcome: 10

Description: Other live call that cannot be classified

121 Retry Example 1

Mapped Dialing Cycle Outcome: 101

Description: Mapping between agent and dialing cycle outcome example

200 Not Made (A)

Mapped Dialing Cycle Outcome: 0

Description: The agent declined to make the call in open progressive mode

201 Busy (A)

Mapped Dialing Cycle Outcome: 1

Description: Agent detected busy tone

202 No Answer (A)

Mapped Dialing Cycle Outcome: 2

Description: Agent detected ring no answer

203 Fax (A)

Mapped Dialing Cycle Outcome: 3

Description: Agent detected fax

204 Modem (A)

Mapped Dialing Cycle Outcome: 4

Description: Agent detected modem

205 Answer Machine (A)

Mapped Dialing Cycle Outcome: 5

Description: Agent detected answer machine

206 Call Failure (A)

Mapped Dialing Cycle Outcome: 6

Description: Agent detected call failure

220 Number Unobtainable (A)

Mapped Dialing Cycle Outcome: 20

Description: Agent detected number unobtainable SIT

221 Out of Order (A)

Mapped Dialing Cycle Outcome: 21

Description: Agent detected out-of-order SIT

222 Number Changed (A)

Mapped Dialing Cycle Outcome: 22

Description: Agent detected number changed SIT

223 Incoming Barred (A)

Mapped Dialing Cycle Outcome: 23

Description: Agent detected incoming barred SIT

224 Call Rejected (A)

Mapped Dialing Cycle Outcome: 24

Description: Agent detected call rejected SIT

225 Not in Use (A)

Mapped Dialing Cycle Outcome: 25

Description: Agent detected not in use SIT

Dialer System Outcomes

Required permissions: Calling List View

The following table describes the dialer-related system outcomes:

ID Name Details
-1 Record cached but not yet called

Category: Record cached but not yet called

Description: Record is in the cache and waiting to be dialed

0 Not Made

Category: Call Not Launched

Description: This is a number passed to the dialer but never dialed

1 Busy

Category: Busy (Engaged)

Description: The called party was busy

2 No Answer

Category: Called time out ring no answer

Description: There was no answer from the called party

3 Fax Machine

Category: Fax or modem

Description: The switch detected that a fax machine had been dialed

4 Modem

Category: Fax or modem

Description: The switch detected that a modem had been dialed

5 Answer Machine

Category: Answer machine

Description: The switch detected that an answering machine had been dialed

6 Call Failure

Category: Other non-connect (such as carrier intercept)

Description: Reasons may include on account of network load, phone off-hook, or dead line

7 Abandoned

Category: Abandoned

Description: A call was made and answered, but since no agent was able to take the call, the contact was abandoned

8 Host Interrupt

Category: Host interrupt

Description: The host interrupted a call on account of an event such as software failure

9 Timed Out

Category: Call timed-out (no response)

Description: The call was timed out and not made because the switch did not respond to a call

10 Connected

Category: Live connected call

Description: This is a call, of whatever type (live call, answering machine, and so on)

20 Unobtainable

Category: Other non-connect (such as carrier intercept)

Description: The number cannot be reached; reason unclear

21 Out of Order

Category: Other non-connect (such as carrier intercept)

Description: The network reported that the number called was out of order

22 Number Changed

Category: Other non-connect (such as carrier intercept)

Description: Calls to this number should now be routed to a different number

23 Incoming Barred

Category: Other non-connect (such as carrier intercept)

Description: The number dialed will not accept incoming calls

24 Call Rejected

Category: Other non-connect (such as carrier intercept)

Description: A non-standard device such as a videophone would not accept the call

25 Not in Use

Category: Other non-connect (such as carrier intercept)

Description: For example, the number has been disconnected

26 Fast Busy

Category: Fast busy (such as congestion, no circuit available)

Description: Unable to access the number through its local exchange because of network congestion

27 Hi and Dri

Category: Other non-connect (e.g. carrier intercept)

Description: No information on why the call did not get through

30 Other

Category: Other non-connect (such as carrier intercept)

Description: No information on why call failed

31 Called Party Hangup

Category: Called party hangup

Description: Party hangup prior to transfer

32 Planned Not Made

Category: Planned time call not made

Description: Planned call not made as agent not present

33 Answering Machine Left Message

Category: Answer machine

Description: Answering machine; left message

34 Agent Answer Machine

Category: Agent-detected answering machine

Description: Answering machine detected by agent

86 Rescheduled Agent Specific

Category: Live connected call

Description: Customer specified a data and time to call back, use same agent

87 Rescheduled Time Specific

Category: Live connected call

Description: Customer specified a date and time to call back - any agent can handle it

88 Rescheduled Time Unspecific

Category: Live connected call

Description: Customer did not specify a date and time to call back

89 Unavailable

Category: Live connected call

Description: The requested person was unavailable

90 Manual Suppression

Category: Unknown

Description: Call SuppressionClosed based on single entry to CXone Mpower.

91 Webservice Suppression

Category: Unknown

Description: Call Suppression based on Web service addition

92 IVR Suppression

Category: Unknown

Description: Call Suppression based on caller opt-out through an IVRClosed Menu (AddCallSup)

93 Script Action Suppression

Category: Unknown

Description: Call Suppression based on Studio Script Action (AddCallSup)

94 Bulk Upload Suppression

Category: Unknown

Description: Call Suppression based on Bulk Upload in CXone Mpower.

95 Call Suppressed

Category: Unknown

Description: Call Suppressed based on unknown source

96 Agent Hung Up

Category: Unknown

Description: Agent hung up

97 NoPorts

Category: Fast busy (such as congestion, no circuit available)

Description: No available ports

98 Do Not Call Tenant

Category: Other non-connect (such as carrier intercept)

99 Do Not Call Campaign

Category: Live connected call

Description: The respondent asked not to be called (applies to the campaignClosed only)

100 DNC Cleaned

Category: Other non-connect (such as carrier intercept)

Description: The number was flagged "Do Not Call" against one of the campaigns DNC lists

101 Retry Example 1

Category: Live connected call

Description: CM retry management example showing how to set up a dialing cycle outcome for a retry

106 LIVE left Message

Category: Live connected call

Description: Live (left message)

107 LIVE Unattended

Category: Live connected call

Description: Live (unattended)

109 Abandon No Suitable Agent

Category: Other non-connect (e.g., carrier intercept)

Description: Abandon (no suitable agent)