UCCE CallResult Codes and Values
The CallResult field can be populated with the following values:
| 2 | Error condition while dialing |
| 3 | Number reported not in service by network |
| 4 | No ringback from network when dial attempted |
| 5 | Operator intercept returned from network when dial attempted |
| 6 | No dial tone when dialer port went off hook |
| 7 | Number reported as invalid by the network |
| 8 | Customer phone did not answer |
| 9 | Customer phone was busy |
| 10 | Customer answered and was connected to agent |
| 11 | Fax machine detected |
| 12 | Answering machine detected |
| 13 | Dialer stopped dialing customer due to lack of agents or network stopped dialing before it was complete |
| 14 | Customer requested callback |
| 16 | Call was abandoned by the dialer due to lack of agents |
| 17 | Failed to reserve agent for personal callback. |
| 18 | Agent has skipped or rejected a preview call or personal callback call. |
| 19 | Agent has skipped or rejected a preview call with the close option |
| 20 | Customer has been abandoned to an IVR |
| 21 | Customer dropped call within configured abandoned time |
| 22 | Mostly used with TDM switches - network answering machine, such as a network voicemail |
| 23 | Number successfully contacted but wrong number |
| 24 | Number successfully contacted but reached the wrong person |
| 25 | Dialer has flushed this record due to a change in the skillgroup, the campaign, etc. |
| 26 | The number was on the do not call list |
| 27 | Call disconnected by the carrier or the network while ringing |
| 28 | Data error or no-value call (Silence Call - i.e. no detecion of voice when AMD is enabled) |
CallResultDetail Values
The values of 12 and 25 in the CallResult field can be populated with the following additional values,
For CallResult 12 (calls that are detected as answering machines) , these values indicate the following:
| 1 | The callback is being cancelled |
| 2 | For a Transfer to IVR campaign, the call is disconnected |
| 3 | For a Transfer to IVR campaign, the call is sent to an IVR Route point |
| 4 | For an Agent campaign, the call is sent to an IVR Route point. |
| 5 | For an Agent campaign, the call is disconnected. |
| 6 | For an Agent campaign, the call is sent to an Agent. |
For CallResult of 25, the CallResultDetail value provides additional information on why the Dialer flushed the record.
| 1 | The Campaign was disabled |
| 2 | The Skill Group was set to inbound mode. |
| 3 | The Outbound Percentage was set to 0. |
| 4 | The zone end time was reconfigured to end at a time that is earlier than the current time |
| 5 | All agents logged out of a skill group |