Dialing Cycle Outcomes

Dialing Cycle Outcomes (also known as switch outcomes, cause codes or network outcomes) are normally generated by the telephony (CTI) layer based on call outcome, cause code or call progress information returned from the network. They are returned to the campaign layer via the Number Back [NB] message Reason (RE) parameter (which is derived from the Call Failed [CF] Cause (CA) parameter sent from the switch). In Softdial Campaign Manager™. They are stored in the Switch_Result column of the campaign table.

Where a call is aborted by Softdial CallGem™, Softdial CallGem™ generates a Dialing Cycle Outcome and returns this outcome code in the Number Back [NB] message, Reason (RE) parameter. (See Outcomes Generated by Softdial CallGem™ below).

A range of default Dialing Cycle Outcomes is provided, as listed below. To extend/ modify this range, use the legacy Name Space Editor in the Softdial Control Center.

Every Dialing Cycle Outcome must be mapped to an Outcome Category, as listed below. These categories are used (among other things) by Softdial CallGem™'s pacing engine.

Show outcome categories

Categories currently supported (as of V10.6.760 and later):

Code	Category
1	notmade
2	abandoned
3	hostinterrupt
4	timedout
5	busy
6	livecall
7	noanswer
8	faxmodem
9	ansmachine
10	other
11	cpartyhangup
12	fastbusy
13	plannednotmade
14	agentamsmachine
15	inbounddrop
16	inboundabandon

Only users with Administrator privileges can modify or create new Dialing Cycle Outcomes.

Agent Outcomes may be mapped to Dialing Cycle Outcomes generated by the CTI layer but not to those generated by Softdial CallGem™. Doing so will result in an error being generated (EC 406 - Invalid Cause (CA) parameter. See Outcomes Generated by Softdial CallGem™ below.

From V10.6.600 Preview calls completed with no specified Agent Outcome will be assigned a default Agent Outcome of 200, 'Not Made (A)' and Switch Outcome 0, 'Not Made'.

Show field definitions

Dialing cycle outcome configuration involves the following fields:

Field	Purpose	Mandatory?	Comment
ID	This is a unique code which is used in the message sent (for example, in the Cause (CA) parameter in the Call Failed [CF] message to reference a particular call outcome.)	Mandatory	This can be a number in the range from 0 to 9999 (from V10.6.162 / V10.5.320) Previously the number of outcome codes were limited to 255.
Title	The outcome name (for report headers)	Mandatory	This field must be present. Integrators may edit headings for any entries made by Sytel. There is no restriction on length.
Description	Allows detailed description to be made of the report header above.	Optional	This field allows a fuller explanation of the report header to be given. For example, a supervisor who is not sure of the meaning of the report header of Network Busy will able to bring up the detailed information contained within this field with a single click. Integrators may change the descriptions provided by Sytel. There is no restriction on length.
Outcome Category	This information is used internally by Softdial CallGem™. Every Outcome Code must be mapped to one of these categories. These categories are used (among other things) by Softdial CallGem™'s pacing engine.	Mandatory	For a list of outcome categories , see Show outcome categories above.

Outcomes Generated by CTI

These outcomes are all reported back to Softdial CallGem™, using the Cause (CA) parameter in the Call Failed [CF] message.

Softdial CallGem™ then passes all outcome information received in Call Failed [CF] messages to the CRM application in Number Back [NB] messages.

ID	Title	Description	Outcome Category
1	Busy	The called party was busy	busy
2	No answer	There was no answer from the called party	noanswer
3	Fax machine	The switch detected that a fax machine had been dialed	faxmodem
4	Modem	The switch detected that a modem had been dialed	faxmodem
5	Answer machine	The switch detected that an answering machine had been dialed	ansmachine
6	Call failure	Reasons may include network load, phone offhook, or dead line	other
7	Abandoned	A call was made and answered, but since no agent was available to take the call, it was abandoned	abandoned
10	Connected	This is a call, of whatever type (live call, answering machine and so on), that was transferred to an agent	livecall
11	Inbound Drop	The ACD has dropped the call because it was unable to route to a final destination	inbounddrop
12	Inbound Abandon	The caller hung up while in queue	inboundabandon
20	Unobtainable	The number cannot be reached; reason unclear	other
21	Out of order	The network reported that the number called was out of order	other
22	Number changed	Calls to this number should now be routed to a different number. A message announcing the new number may have been played, when the call was made	other
23	Incoming barred	The number dialed will not accept incoming calls	other
24	Call rejected	A non-standard device such as a videophone would not accept the call	other
25	Not in use	For example the number has been disconnected	other
26	Fast busy	Unable to access the number through its local exchange because of network congestion	other
27	Hi and dry	No information about why call did not get through; in the US especially associated with the absence of SIT tones	other
30	Other	No information on why call failed	other
31	Called Party Hang Up	Called party hang-up (available only when using switch-determined routing): the call has been connected, but the called party has hung up during the interval allowed before CallGem must abandon the call. This interval is specified in the Abandoned Call Delay [DE] parameter of the Overdial Tuning [OT] and Call Initiate [CI] messages.	other
33	Answering Machine Left Message	Answering Machine Left Message	ansmachine
34	Agent Answer Machine	Answer machine detected by agent.	agentansmachine
98	Do Not Call Tenant	Do not call this number ever again. See 'Do Not Call' (DNC) Outcomes	other
99	Do Not Call Campaign	The respondent asked not to be called. This applies to the campaign only. See 'Do Not Call' (DNC) Outcomes	other
100	DNC Cleaned	The number was flagged 'Do Not Call' against one of the campaign's do not call lists. See Do Not Call (DNC) Lists	other
101	Retry Example 1	CM retry management example showing how to set up a dialing cycle outcome for a new live call classification enabling retry management	livecall
106	LIVE Left Message	LIVE Left Message	livecall
107	LIVE Unattended	LIVE Unattended	livecall
109	Abandon No Suitable Agent	Abandon no suitable agent	livecall

Outcomes Generated by Softdial CallGem™

The following Dialing Cycle Outcomes are determined by Softdial CallGem™ only, and not by the CTI layer. These are also notified back to the CRM application in Number Back [NB] messages.

Do not map Agent Outcomes to any of these Dialing Cycle Outcomes. This will generate the error EC 406 - Invalid Cause (CA) parameter.

ID	Title	Description	Outcome Category
0	Not Made	This is a number passed to CallGem but never dialed. This field will not be displayed in the reporting suite This is also the default Dialing Cycle Outcome for preview calls that are completed without a specified Agent Outcome (from V10.6.580).	Notmade
8	Host Interrupt	The CTI layer (or switch) interrupted a call on account of an event such as software failure	Hostinterrupt
9	Timed Out	The call was timed out and not made because the switch did not respond to a Call Initiate [CI] message.	Timedout
32	Agent Specific Callback Failed	The agent specified for an agent specific callback is not logged in	other