Wrap-up codes assigned by outbound dialing
Agents usually assign wrap-up codes during after call work. In some circumstances, outbound dialing assigns wrap-ups. These codes appear in exported contact lists or conversation events.
Note: The default behavior for contacts dispositioned with system wrap-up codes is that the contacts get retried in the next recycle. Dialer does not mark a contact or phone number uncallable for any of the system wrap-up codes except for ININ-OUTBOUND-SIT-UNCALLABLE, where Dialer sets the phone number as uncallable. For non-system wrap-ups, Dialer uses the wrap-up code mapping to mark a contact or phone number as uncallable or right-party contact. If no mapping is found, Dialer uses the default mapping.
| Reason | Wrap-up code |
|---|---|
| The phone number in the contact list was invalid, had alphabetical characters, not enough digits, or was not a valid E164 formatted number, preventing the system from dialing the preview call number. | ININ-OUTBOUND-PREVIEW-ERROR-PHONE-NUMBER |
| The agent pressed the skip button, preventing the system from dialing the preview call number. | ININ-OUTBOUND-PREVIEW-SKIPPED |
| The phone number in the contact list was fewer than two digits long, preventing the system from dialing the number. | ININ-OUTBOUND-INVALID-PHONE-NUMBER |
| The contact’s phone number, or custom value, was on the campaign’s uploaded Do Not Contact (DNC), Gryphon, or dnc.com list, preventing the system from making contact. | ININ-OUTBOUND-ON-DO-NOT-CALL-LIST |
| The system could not authenticate the campaign’s Gryphon or dnc.com list, possibly because the external DNC account is canceled or expired. | ININ-OUTBOUND-DNC-AUTHENTICATION-FAILED |
| The agent attempted to place a preview call to a number on the DNC list, preventing the system from dialing the number. | ININ-OUTBOUND-DNC-SKIPPED |
| An agent attempted to place a preview call, but the contact’s time zone is not on the campaign’s contactable time set or the contactable times for that zone are not in the time range. This setting prevented the system from dialing the number. | ININ-OUTBOUND-ZONE-BLOCKED-SKIPPED |
| A campaign rule evaluated to true had a “do not dial action,” preventing the system from dialing the number. | ININ-OUTBOUND-RULE-SKIPPED |
| A campaign rule evaluation error occurred, preventing the system from dialing the number. For example, the call rule references a contact list column that doesn’t exist for that contact. | ININ-OUTBOUND-RULE-ERROR-SKIPPED |
| A call rule or wrap-up code mapping marked the contact as uncallable, preventing the system from dialing the number. The system will not call that contact again until the contact is marked callable. | ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED |
| A call rule or wrap-up code mapping marked all the contact’s numbers as uncallable, preventing the system from the dialing the numbers. | ININ-OUTBOUND-NO-CALLABLE-NUMBERS-SKIPPED |
| A call rule or wrap-up code mapping marked a contact’s number as uncallable, preventing the system from dialing the number. | ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED |
| The contact attempt limit set on the contact list reached its specified limit, preventing the system from dialing the number. | ININ-OUTBOUND-CONTACT-ATTEMPT-LIMIT-SKIPPED |
| The number attempt limit set on the contact list reached its specified limit, preventing the system from dialing the number. | ININ-OUTBOUND-NUMBER-ATTEMPT-LIMIT-SKIPPED |
| A skill in the contact list did not match an agent in the queue, preventing the system from dialing the number. | OUTBOUND-CONTACT-INVALID-SKILL-SKIPPED |
| A callback disconnected while scheduled or before an agent answered. This disconnect typically happens when a supervisor disconnects a callback from the dashboard because the callback is not needed. | ININ-OUTBOUND-CALLBACK-DISCONNECT |
| The system detected a fax machine and ended the call. | ININ-OUTBOUND-FAX |
|
The system could not dial the number as you have exceeded the campaign’s maximum call limit on your Edge devices. To slow down dialing, lower the outbound line count on the campaign. Note: This disposition might also occur when telephony resources are overloaded. The dial was not made and will be retried. The overload of telephony resources might be region-wide and Genesys is slowing down dialing for the stability of the region.
|
ININ-OUTBOUND-EXTERNALLY-THROTTLED |
|
A system error occurred, most likely due to a problem with the Edge device or telephony configuration. Typically this error prevents the system from dialing the number. To ensure the Edge device and telephony configuration are correct, check your sites and dial plans. Be sure you have the correct Site configured, and if it is configured correctly, contact Customer Care. Note: In Preview campaigns, when a preview is generated and sent to the queue, and the available agent does not answer–or declines, the Preview is cleaned up after two minutes and the interaction does not get a wrap-up code. However, when the contact list is exported, it marks the contact with the ININ-OUTBOUND-STUCK-INTERACTION wrap-up code in the contact list export.
|
ININ-OUTBOUND-STUCK-INTERACTION |
| SIT tones indicated that the number was uncallable, causing the system to end the call. The system will not redial that number on subsequent recycles of the contact list. | ININ-OUTBOUND-SIT-UNCALLABLE |
| SIT tones indicated that the number was callable. Unless the call analysis response was configured for a special case, the system ends the call. | ININ-OUTBOUND-SIT-CALLABLE |
| The system detected a call analysis response set to transfer to a flow on machine or voice response and successfully transferred the call to the flow. | ININ-OUTBOUND-TRANSFERRED-TO-FLOW |
| The system detected a call analysis response set to transfer to a flow on machine or voice response but the call did not transfer to the flow. Possible reasons for this issue: the flow no longer exists, there is a problem with the Edge device, or the customer ended the call before the call transferred. | ININ-OUTBOUND-NOT-TRANSFERRED-TO-FLOW |
| The system detected a call analysis response set transfer to flow on machine or voice response, but the customer ended the call before the call reached the flow. | ININ-OUTBOUND-FAILED-TO-REACH-FLOW |
| The system successfully transferred the call to a queue but disconnected before an available agent took the call. This occurs when a live voice, machine, or line connects and the answering machine detection option is turned off. | ININ-OUTBOUND-FAILED-TO-REACH-AGENT |
| The call disconnected, mostly likely because the customer ended the call before the system completed the call analysis. | ININ-OUTBOUND-DISCONNECT |
| The system detected that a live voice answered. If this is the final wrap-up, perhaps the call analysis response was set to end the call if a live voice answered or the call did not successfully transfer to the queue or flow. | ININ-OUTBOUND-LIVE-VOICE |
| The system detected a busy signal and ended the call. | ININ-OUTBOUND-BUSY |
| The system detected an answering machine. If this is the final wrap-up, perhaps the call analysis response was set to end the call if it detects an answering machine or the call did not successfully transfer to the queue or flow. | ININ-OUTBOUND-MACHINE |
| Either no one answered the call or after 30 seconds, the system could not determine a call analysis so it defaulted to this no answer wrap-up. | ININ-OUTBOUND-NO-ANSWER |
| The system could not determine a call analysis or the call transferred to a flow that does not have a wrap-up code. | ININ-OUTBOUND-AMBIGUOUS |
| The system could not dial the number because it had no active Edge devices. Ensure that all the Edge devices are up and running, and that you are not over dialing on your provisioned lines. | ININ-OUTBOUND-NO-ACTIVE-EDGES |
|
The system added this wrap-up when it transferred the call to a queue. If this is the last wrap-up, perhaps the call did not make it to an agent even though the system transferred it to the queue. |
ININ-OUTBOUND-TRANSFERRED-TO-QUEUE |
| The agent did not perform the after call work and did not assign a wrap-up. | ININ-WRAP-UP-SKIPPED |
| The time allowed for after call work expired before the agent assigned a wrap-up. | ININ-WRAP-UP-TIMEOUT |
| A forceful cleanup of a conversation with a pending wrap-up was performed because the call was in a stuck state. The system disconnected all active calls, callbacks, and so on, then applied the wrap-up to any participants that require one. | ININ-WRAP-UP-DELETED |
| A system failure occurred while generating the call, preventing the system from dialing the number. | ININ-OUTBOUND-INTERNAL-ERROR-SKIPPED |
|
Answering Machine Detection is disabled. The system connects the call and does not wait to detect a person or machine. For example, when Answering Machine Detection is disabled and a call is transferred to a queue, the call connects and the system does not wait to detect a person or machine. |
ININ-OUTBOUND-LINE-CONNECTED |
| The call analysis response detected a live voice and, based on preceding actions, determines the action to take on a speech recognition. | ININ-OUTBOUND-SPEECH |
| A contactable times set prevented the system from dialing a contact’s number because the current time was not within the contactable times for that number’s time zone. | ININ-OUTBOUND-NOT-CALLABLE-TIME |
|
The system attempted to dial the number and received a SIP 404 response, indicating that the number does not exist. |
ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED |
| The system could not dial the number because the time zone mapped to the number was not callable at the time that the system evaluated it for automatic time zone mapping. | ININ-OUTBOUND-AUTOMATIC-TIMEZONE-BLOCKED |
| The system could not dial the number in a preview campaign because the time zone mapped to the number was not callable at the time that the system evaluated it for automatic time zone mapping. |
ININ-OUTBOUND-AUTOMATIC-TIME-ZONE-BLOCKED-SKIPPED |
| The system canceled the recall because the campaign was recycled. | ININ-OUTBOUND-CAMPAIGN-RECYCLE-CANCELLED-RECALL |
| The system canceled the recall because the contact is no longer callable. This wrap-up code is used only when the reason why the contact is no longer callable is not specified. | ININ-OUTBOUND-RECALL-CANCELLED |
| The system canceled the recall because the contact was deleted before the recall came due. | ININ-OUTBOUND-CONTACT-NOT-FOUND |
| This wrap-up code is applied to all outstanding calls when a campaign is stopped via the Force Stop method. | ININ-OUTBOUND-CAMPAIGN-FORCED-OFF |
|
The SMS or email message was sent correctly from Genesys Cloud Outbound. This does not indicate if the message was received. |
OUTBOUND-MESSAGE-SENT |
|
The SMS or email message failed to send from Genesys Cloud Outbound. |
OUTBOUND-MESSAGE-FAILED |
| The SMS message exceeds the maximum length of 765 characters. | OUTBOUND-MAX-MESSAGE-LENGTH-EXCEEDED |
| The phone number listed is not valid. Numbers must be in e.164 format to be sent. This wrap-up code can also mean that there is a mismatch between the sender country and recipient country. | OUTBOUND-INVALID-PHONE-NUMBER |
| A system error occurred causing the contact not to be properly wrapped up. | OUTBOUND-STUCK-CONTACT |
| The SMS message is blank. | OUTBOUND-MESSAGE-BLANK |
| The email subject exceeds the maximum length of 1024 characters. | OUTBOUND-MAX-EMAIL-SUBJECT-LENGTH-EXCEEDED |
| The email body exceeds the maximum length of 20 MB. | OUTBOUND-MAX-EMAIL-BODY-LENGTH-EXCEEDED |
| The email address does not conform to standards. A valid email address contains an at sign (@) and a period (.). The local part of the address on the left side of the @ has 1-64 characters, and the domain does not exceed the maximum length of 254 characters. | OUTBOUND-INVALID-EMAIL-ADDRESS |
| The outcome when a contact gets its numbers updated to an invalid number, and has a pending recall for the contact. | ININ-OUTBOUND-NUMBERS-INVALID |
