Dispositions

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Dispositions are used by agents or the dialer to indicate the outcome of a call. Read about customizing dispositions in the Managing Dispositions section.

Table of Contents

Types of Dispositions

Type Description
Callback The record was not reached, or was reached but needs to be dialed again. For example, the called party requested an appointment or contact at another time. A callback can only be handled by the agent who handled the original phone call.
Shared callback The record was not reached, or was reached but needs to be dialed again. A shared callback can be handled by any agent in the project.
Finished The dialer will not attempt to call the record again.

Note: Once you create a Finished type disposition, you cannot change its type back to Callback or Shared callback. Callback and Shared callback types are interchangeable.

Default Dispositions

Name API name Type Description
Callback recall Callback Used when a record is to be called back at a scheduled time. The callback date and time is set by the agent. The dialer routes the call to the agent who handled the original call, unless the agent was removed from the project or callback redistribution is enabled. See Redistributing Callbacks.
Shared callback shared_recall Shared callback Used for the same purpose as a Callback disposition, but the dialer may route the call to any agent in the project.
Busy busy Shared callback The called party declined the call.
Channel limit exceeded limit_exceeded Shared callback A channel limit refers to the maximum number of calls that the dialer is allowed to initiate simultaneously. When exceeded, the dialer stops initiating calls, and the last record the dialer cannot dial is allocated this disposition.
Unavailable unavailable Shared callback The called party did not answer the call.
Discard discard Finished The called party either rejected or did not answer the call multiple times. The discarded limit can be modified.
Temporary not available temporary_not_available Shared callback The call could not be established. For example, the phone was turned off.
Discard (wrong number) discard_failed Finished The call could not be established multiple times and the limit was reached, or the phone number format was incorrect. The discarded limit can be modified.
Dropped dropped Shared callback The called party answered the call, but the system could not distribute the call to an agent within 5 seconds. The dialer will attempt to recall the record within 24 hours (default value). For example: in Power or Predictive project, the agent logs out shortly after logging in, and there are less available agents than the number of calls initiated by the dialer.
Quota quota Finished In a quota project, when the quota goal is met, the rest of the records are allocated the Quota disposition and will not be dialed. If the quota limit is increased, the remaining records are placed back on the call list.
Answering machine answering_machine Shared callback Used for records in your inbound project where calls were answered by an answering machine.
Machine machine Finished If the AMD (Answering Machine Detection) detects that the call was answered by an answering machine or fax machine, the record is allocated with a Machine disposition. The AMD feature must be enabled manually for your account at VCC Live®’s end. Enabling AMD requires an initial test phase. The test phase includes adjusting the AMD settings to be able to recognize Answering Machines for phone calls coming from a specific country or telecommunications service provider’s phone number. For more details, please get in touch with your contact person at VCC Live®.
Robinson list robinson Finished The agent can allocate records who do not wish to receive calls from a contact center to the Robinson list. When an agent terminates a call with a Robinson disposition, the number is added to the Robinson list. You may also add numbers manually to the Robinson list. See Managing Robinson list.
Discard (Robinson) discard_robinson Finished When an agent attempts to call a record that is on the Robinson list, the system, depending on your settings, terminates the call with a Discard (Robinson) disposition.

Disposition Outcomes

Name Description
Unreached The called party either rejected or did not answer the call.
Reached The called party was reached successfully.
Successful The called party was reached successfully and the call was successful business-wise.

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