ININ Set Call Outcome – Automatic

Version	Change Description
4.5.45	Control now waits for page load before firing the csCommand

Sets a Reason code (Wrap Up Category) and a Finish Code (Wrap Up Code) for the call automatically on page load. Reason codes generically classify each contact attempt for reporting purposes. Unlike finish codes, which are user defined on a campaign-by-campaign basis, the same reason codes are used for all campaigns.

Collections, telemarketing, and other groups sometimes have different definitions of what a "contact" is. The dialer allows administrators to select Reason Codes that define what a "Contact" is for their department or organization. This allows the contact rate to be customized based on the implementer's definition of a contact. For example, you can decide whether or not calls that reached answering machines are considered as contacts.

Most reason codes can be submitted by a client application. The exceptions (Non-dialer Call, Rescheduled, and System Hang up) are used internally and cannot be submitted by an application. Some reason codes initiate an auto-scheduled callback. Others are used exclusively for reporting.

Reason codes are written to the Interaction Dialer's CallHistory table to record the completion status of each call.

Available Reason codes are selected by clicking Advanced Properties and selecting from the Wrap Up Category dropdown. The system plugin (from Version 4.5.45+) will expose wrap up codes to all script types (irrespective of campaign or script (inbound/outbound) type).

Reason Code	Description
Ambiguous	No return code was returned by the client application. This may result from a script that sets Agent status to available before the call is dispositioned, or by a client application crash. This reason code is assigned by dialer. Additional finish codes have been added to help analyze ambiguous call records. The supplemental codes are: Agent Received a New Call. The agent accepted a new call without dispositioning the previous call. Agent Logout. The agent exited the client without dispositioning the call. Agent Connection Broken. The agent was disconnected
Busy	Line is busy. This reason code is usually assigned by dialer.
Deleted	"Take my name off of your list". This reason code is usually assigned by the Agent who removes the number from the Contact List so it is not called again.
Failure	Call was not successful in reaching the campaign goal. This reason code is usually assigned by the Agent.
Fax	Fax Machine detected. This reason code is usually assigned by dialer.
Machine	Answering Machine detected. This reason code may be assigned by dialer or by an Agent.
NoAnswer	No answer to the call. This reason code is usually assigned by dialer.
NoLines	No Lines were available to place the call. This reason code is usually assigned by dialer.
Non-Dialer Call	The Agent received an inbound Workgroup call or a DID call not generated by the dialer. This reason code is assigned by dialer
None	None can be used in custom handler policies to prevent disposition of a call, but this reason code is never written to the CallHistory table.
NotReached	This code indicates that the call could not be connected.
PhoneNumberSuccess	Indicates that the call was successful. PhoneNumberSuccess can be used to mark a phone number as "U" (Unusable) to indicate that the call outcome was successful. This reason code can be used for activities such as playing a wav file once to every phone number on a record.
PhoneNumberDeleted	Indicates that a call was dispositioned as 'Do not call this number'. PhoneNumberDeleted can be used to mark a phone number as 'U' (Unusable) to indicate that the call outcome was unsuccessful. This reason code can be used when a particular phone number is a wrong number, but the whole record should not be marked uncallable.
Policy Scheduled	This code indicates that a policy behavior for the workflow rescheduled the call for a later date.
Remote Hang Up	Call was abandoned by the remote party.
Rescheduled	This code identifies a scheduled call that could not be placed, since the campaign was stopped or the specific Agent was not available. Scheduled and rescheduled calls must adhere to time zone restrictions. Rescheduled identifies own-agent callbacks that are rescheduled because the Agent(s) is/are not available to take the call. This reason code is assigned by dialer.
Scheduled	Callback has been scheduled. This reason code may be assigned by an Agent or by dialer.
SIT	The 'SIT' reason code is generated by Predictive Dial COM applications, and SIT appears in the list of Contact Reason Codes and in the lists of Reason Codes for Policy Disposition Conditions and Behaviors. When creating disposition policies, the only option available is SIT (not SIT Callable or SIT Uncallable). Selecting SIT will catch both SIT Callable and SIT Uncallable return results.
SIT Callable, SIT Uncallable	SIT Callable and 'SIT Uncallable' are reason codes set by the dialer. The dialer examines the attributes of calls passed to it by Telephony Services. One of these attributes (Eic_SitTypeDetected) designates the type of SIT Tone that was detected. The attribute is compared to the following strings and the appropriate reason and finish code is assigned:
Skipped	A preview call was skipped using Interaction Scripter. This reason code is usually assigned by the Agent.
Success	Call was successful as relates to the campaign goal. This reason code is usually assigned by the Agent, to indicate successful completion of the campaign goal.
System Hang Up	This code indicates that the call was terminated by the system due to no available Agents, high CPU utilization, etc. When dialer places a call and then ACD processes the call, and there are no available agents to take the call the system disconnects the call before the remote party hangs up. This reason code is usually assigned by dialer.
Transferred	This code indicates that the call was transferred by the Agent. This reason code is usually assigned by the Agent.
WrongParty	Call has reached the wrong party. This reason code is usually assigned by an Agent.

Finish codes indicate the completion status of a call step and may be selected by using the Wrap Up Code dropdown. Selection of a Wrap up Category will limit the options available for selection in the Wrap Up Code dropdown.

The available options are user-defined on the dialer. Each campaign can use a custom set of finish codes to categorize the result of a contact for reporting purposes.

For example, a newspaper campaign might define finish codes that indicate why a customer was not interested in subscribing. Finish codes allow agents to disposition calls by choosing from a list of call outcomes. Before terminating a call, an agent might select 'doesn't read a newspaper', 'subscribes to a different newspaper', or something similar.

Finish codes add granularity to reporting, while reason codes provide for standardized reporting across multiple campaigns.

Finish codes can be assigned by custom campaign scripts. Finish codes are always mapped to reason codes for reporting purposes. For example, in a newspaper subscription campaign, the finish code 'doesn't read the newspaper' is eventually mapped to 'Failure' (a reason code). Likewise, 'Not Interested' would be mapped to 'Failure'.

* Your Dialer System Administrator can provide a list of finish codes used by your organization.

csCommands referenced:

None - the control sets outbound variables.

CallScripter 4.5.53 for Interactive Intelligence

ININ Set Call Outcome – Automatic