Technical References

MeaningSystem Type Values
See below (page 472).
Dialer stopped dialing customer due to lack of agents or network
stopped dialing before it was complete
13
Customer requested callback14
Call was abandoned by the dialer due to lack of agents16
Failed to reserve agent for personal callback17
Agent has skipped or rejected a preview call18
Agent has skipped or rejected a preview call with the close
option
19
Customer has been abandoned to an IVR20
Customer dropped call within configured abandoned time21
Mostly used with TDM switches - network answering machine,
such as a network voicemail
22
Number successfully contacted but wrong number23
Number successfully contacted but reached the wrong person24
Dialer has flushed this record due to a change in the skillgroup,
the campaign, etc.
25
See below (page 472).
The number was on the do not call list26
Call disconnected by the carrier or the network while ringing27
Data error or no-value call28
Dialer Detail: CallResultDetail
The values of 25 and 12 in the CallResult field in the Dialer_Detail (page 163) table can be
populated with the following values:
For a CallResult of 25, the CallResultDetail will provide 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
Database Schema Handbook Cisco ICM/IPCC Enterprise & Hosted Editions 7.2(2)
472
Chapter 4: Field Values
Dialer Detail: CallResultDetail