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Setting up dialling & managing calls

Predictive dialling, recordings and respondent appointments

In this article

    Call results and SIP codes

    General rules about call results

    • The callback behaviour (the number of attempts and the amount of time between attempts) can be defined per survey, or per sample list, depending on your Callback rules.
    • Callback rules are based on the Call Result, rather than the SIP code directly.

    In the table below, you'll find the description of call results and SIP codes.

    N.B. the codes in italics are not customisable (0,9,15,16, 22 to 28) . . . 

     

    Call results description

    Code Call result name Code Sip result Description
    0 Success   The address is marked as 'Success' (a completed interview). 
    1 No tone 404 The address is marked as 'No tone'' by the dialer.
    2 Busy 486 The address is marked as 'busy ' by the dialer or by the agent.
    3 No Answer 204 The address is marked as 'no answer ' by the dialer or by the agent.
    4 Hang up 199 The address is marked as 'hang up' by the dialer before the connection to the agent (i.e. a hang up by the respondent).
    5 Answering machine   The address is marked as 'answering machine ' by the dialer or by the agent.
    6 Person absent   The address is marked as 'person absent' by the agent (the respondent has indicated to the agent that the person to contact is not available during the survey period).
    7 Refused   The address is marked as 'refused' by the agent.
    8 Wrong address 484 The address is marked as 'wrong number' by the dialer (i.e. the phone number doesn't exist ).
    9 Appointment  
    • Appointment is taken by the agent (sub result 0).
    • The address is sent to web - CATI to web - (sub result 1).
    • The address is sent to CATI - web to CATI - (sub result 2).
    • Call back now (sub result -1).
    10 Quota reached
    		  

    The quota is reached for this address.
    11 Fax or modem  

    This address is marked as a 'fax or modem' by the dialer or by the agent.
    12 Duplicate  

    This address is marked as 'duplicate' by the agent.
    13 Not in target  

    This address is marked as 'not in target' by the agent.
    14 Cannot communicate  

    This address is marked as 'cannot communicate' by the agent (i.e. no possibility to talk with the respondent).
    15 Client disconnection
    		  

    The agent has been disconnected by the Supervisor.
    16 Unknown error
    		 All other codes

    The address could not be classified by the dialer (unknown SIP codes).
    17 User-defined 1  

    The address is marked as 'custom code' set by the Supervisor and selected by the agent.
    18 User-defined 2  

    The address is marked as 'custom code' set by the Supervisor and selected by the agent.
    19 User-defined 3  

    The address is marked as 'custom code' set by the Supervisor and selected by the agent.
    20 User-defined 4  

    The address is marked as 'custom code' set by the Supervisor and selected by the agent.
    21 User-defined 5  

    The address is marked as 'custom code ' set by the Supervisor and selected by the agent.
    22 Abandoned by the dialer
    		  

    The dialer has abandoned the call before the respondent was able to pick the call because the agent was unavailable.
    23 Nuisance call
    		  

    The dialer has abandoned the call while  the respondent was able to pick the call, because the agent was unavailable.
    24 Refused by the agent
    		  

    The agent refused the call.
    25 Agent phone unavailable
    		  

    There is a problem with the agent phone.
    26 Phone network out of order
    		 500,503

    The SIP provider network is out of order.
    27 Phone number changed
    		 410

    The phone number has been changed (call transferred by the provider to another phone address).
    28 Call rejected
    		 603

    The call has been rejected by the respondent.

     

     

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