System Statuses
A status or disposition describes the current status of a lead based on the most recent interaction.
The lead status provides valuable insights that can be used to optimize your contact strategies and automate your workflows. There are agent-defined and system-defined statuses. Agent-defined statuses have to be manually selected by an agent and system-defined statuses are automatically selected by DCDial. For example, if you are using the Predictive Dialer and have the answering machine detection ON, a call may be dispositioned as “AA”, the system-defined status for automatic answering machine detection. However, if automatic answering machine detection is disabled, an agent who detected an answering machine when dialing a lead can disposition the call as “A", the agent-defined status for answering machine detection.
System Statuses are applied to all your campaigns. If you would like to create campaign-specific statuses, go to the Campaigns page and select 'Modify' under the Statuses column.
- Status
The abbreviation of the system status.
- Description
A name and description of the status.
- Agent Selectable
Enable, if you would like the status to appear in the Agent Interface.
- Human Answer
Enable, if you would like this status to be included in human-answered statuses for reporting purposes. For instance, you can view the Human Answer statistics in the Today's Outcome window on the Dashboard page, while running a campaign.
- Machine Answer
Enable, if you would like the status to be included in answering machine statuses for reporting purposes. For instance, you can view the Machine Answer statistics in the Today's Outcome window on the Dashboard page, while running a campaign.
- Customer Contact
Enable, if you would like this status to reflect that the lead was contacted.
- Not Interested
Enable, if the lead does not want to be contacted again.
- Not Workable
Enable, if a customer does not meet requirements for providing a service.
- Scheduled CallBack
Enable, if you would like to allow an agent to schedule a date and time to call a lead back.
- Sale Made
Enable, if you would like this status to be included as a sale-type status for reporting purposes. For instance, you can view the Sales statistics in the Today's Outcome window on the Dashboard page, while running a campaign.
- Do Not Call
Enable, if you would like the lead to be added to the DNC list.
- Action
Click the icon to delete the system status. A confirmation screen will appear to confirm the deletion.
CREATE SYSTEM STATUS
Click on the ‘Create System Status’ button on the top right to create a new Team. Complete the required fields in the pop-up window and click ‘Create’ to proceed. You will see a confirmation once the System Status has been created successfully.
MODIFY SYSTEM STATUS
To modify the System Status tag, check or uncheck the respective box. Some of the default system statuses are grayed out and can't be modified.
DEFAULT SYSTEM STATUSES
| Status | Description | |
| 1 | A | Agent-defined status when an answering machine is detected. |
| 2 | AA | System-defined status when an answering machine is detected. |
| 3 | AB | System-defined status for busy numbers. |
| 4 | ADC | System-defined status for disconnected numbers. |
| 5 | AFAX | System-defined status when a fax machine is detected. |
| 6 | AHU | System-defined status when a call is disconnected. |
| 7 | AL | System-defined status when a complete voicemail message is left on an answering machine. |
| 8 | AM | System-defined status when a partial voicemail message is left on an answering machine. |
| 9 | ANS | System-defined status when a call is answered. |
| 10 | B | Agent-defined status for busy numbers. |
| 11 | CB | Agent-defined status when a call back date and time should be set. |
| 12 | CBHOLD | System-defined status when a call-back time condition has not been reached. |
| 13 | CDNC | System-defined status when a number matches a campaign-specific DNC list and is deactivated. |
| 14 | CERR | System-defined status when the destination carrier sends us an error code. |
| 15 | DC | Agent-defined status for disconnected numbers. |
| 16 | DNC | Agent-defined status when a lead should be added to the DNC list. |
| 17 | DONE | System-defined status when alternative numbers associated with the same account are deactivated. |
| 18 | DROP | System-defined status when agents are not available to take a call and the call is abandoned. |
| 19 | DUP | System-defined status for duplicate numbers. |
| 20 | ERROR | System-defined status when the agent does not disposition a call when it is ended, |
| 21 | HU | Agent-defined status when a customer disconnects the call. |
| 22 | INCALL | System-defined status when a lead is in a call. |
| 23 | INV | System-defined status for an invalid phone number. |
| 24 | IVR | System-defined status for a call that was routed to an IVR. |
| 25 | N | Agent-defined status when a call is not answered. |
| 26 | NA | System-defined status when a call is not answered. |
| 27 | NEW | System-defined status for a new lead that has not been called. |
| 28 | PM | System-defined status when a broadcast call is answered and a message is played. |
| 29 | QUEUE | System-defined status when a call is about to be transferred to an agent. |
| 30 | REC | System-defined status when a broadcast/survey call is routed to capture a recording. |
| 31 | SALE | Agent-defined status when a monetary transaction occurs. |
| 32 | SDNC | System-defined status when a number matches the general DNC list and is deactivated. |
| 33 | SKIP | System-defined status when an agent working in a preview mode campaign skips a lead. |
| 34 | SMSFLD | System-defined status when an SMS is not successfully sent. |
| 35 | SMSSNT | System-defined status when an SMS is successfully sent. |
| 36 | TMO | System-defined status when a call times out and is automatically disconnected. |
| 37 | VM | System-defined status when a call is routed to voicemail. |
| 38 | WN | Agent-defined status for wrong numbers. |