Campaign Dispositions

Overview

Campaign dispositions let you track and categorize different call outcomes, and configure automated actions based on those outcomes. With dispositions, you can:

• Automatically retry failed call attempts
• Close records and mark them as completed or failed
• Remove phone numbers from your dialing lists
• Add numbers to the Do Not Call (DNC) list
• Map provider-specific call results to custom dispositions
• Define custom dialing rules per disposition

Managing Dispositions

Accessing Dispositions

You can manage dispositions by navigating to the Dispositions link in the sidebar. The interface is divided into two tabs:

1. Dispositions - Where you create and manage your disposition codes
2. Provider Result Mappings - Where you map external provider (like WxCC or WxConnect) results to your dispositions

Creating a Disposition

When creating a new disposition, you'll need to configure these fields:

1. Name - A descriptive name for the disposition
2. Description - Detailed explanation of when this disposition should be used
3. Record Handling - Choose how the system should handle the record:
   • Retry - The record will be attempted again if max attempts haven't been reached
   • Close as Completed - The record will closed for further attempts be marked as successfully completed
   • Close as Failed - The record will be closed for futher attempts marked as failed
4. Stop Dialing Number - (Only available for "Retry" record handling)
   • When checked, the current customer phone number will be removed from future dial attempts
   • When unchecked, the number remains in the dialing pool
5. Add to Do Not Call List - Whether to add numbers to the DNC list:
   • When checked, you must specify the scope:
     • All Numbers in Record - Adds all phone numbers from the record to the DNC list
     • Current Number - Adds only the current phone number to the DNC list
   • When unchecked, no numbers are added to the DNC list

Default Dispositions

The system comes with several pre-configured dispositions:

Disposition	Description	Record Status	Stop Dialing	DNC
Error	System error during dial attempt	Retry	No	No
Live Voice	Connected with live person	Completed	No	No
Answering Machine	Reached voicemail/answering machine	Retry	No	No
Busy	Number was busy	Retry	No	No
Invalid Number	Number is not valid	Retry	Yes	No
Fax	Connected to fax machine	Retry	Yes	No
No Answer	Call not answered	Retry	No	No
Do Not Call	Number on DNC list	Failed	Yes	Yes (All Records)
Wrong Number	Connected to wrong number	Retry	Yes	No
Callback Later	Contact requested callback	Retry	No	No
Scheduled Callback	Specific callback time set	Retry	No	No
Personal Callback	Personal callback requested	Retry	No	No
Dialer Abandoned	Call abandoned (no agents)	Retry	No	No
Dialer Abandoned to IVR	Call abandoned to IVR	Retry	No	No

These can reconfigured or re-mapped as needed.

Provider Result Mappings

Provider result mappings connect external system results to your dispositions automatically. This allows admins to customize how different system results are handled.

Configuring Mappings

The Provider Result Mappings interface shows:

1. Provider - The source system (read-only)
2. Provider Result - The specific result from the source system (read-only)
3. Disposition - Dropdown to select which disposition to map to this result

To configure a mapping:

1. Navigate to the "Provider Result Mappings" tab
2. Locate the provider result you want to map
3. Click "Assign Disposition"
4. Select the appropriate disposition from the dropdown
5. Save your changes

Default WXCC Mappings

The system automatically creates mappings for Webex Contact Center results:

WXCC Result	Maps To	Description
invalid_number	Invalid Number	Number not in service
no_answer	No Answer	Customer did not answer
busy	Busy	Number was busy
fax	Fax	FAX machine detected
answering_machine	Answering Machine	Answering machine detected
network_voicemail	Answering Machine	Network answering machine / voicemail
operator_intercept	Invalid Number	Error condition on network
callback_requested	Callback Later	Customer requested callback
abandoned	Dialer Abandoned	Abandoned by the dialer
abandoned_to_ivr	Dialer Abandoned to IVR	Abandoned and redirected to IVR
dnc_requested	Do Not Call	Customer asked for DNC list
live_voice	Live Voice	Live voice detected

Using Dispositions With Dialer Rules

Dispositions can be used in dialer rules to create sophisticated call handling logic. You can:

1. Create conditions based on dispositions
2. Apply different actions based on specific dispositions
3. Automate record handling based on disposition outcomes

To create a rule based on disposition, select "Disposition" when creating a rule condition.

Best Practices

1. Consistent Naming: Use clear, consistent names for dispositions that reflect their purpose
2. Detailed Descriptions: Provide thorough descriptions to help agents understand when to use each disposition
3. Regular Review: Periodically review disposition usage and effectiveness
4. DNC Management: Carefully configure DNC settings to comply with regulations