Call attempt outcomes are a standard hard-coded list of outcomes for a call that change in response of the call status chosen by the Agent. For example the Call Outcome options for the Call Status Pending are 'No
answer', 'Abandoned', 'Answer Machine', 'Busy', 'No answer' and 'Voicemail left'. These outcomes change to reflect the call status the Agent chooses.
For the Call Status 'Remove' the call outcomes are 'phone number is disconnected', or 'invalid' for when the number is incorrect or otherwise deemed invalid, or 'Telco error' for when there is either an issue with the phone line or the record is out of range at the time.
For the Call Status 'Call back' the call outcome options are Call Back Agent, or Call Back Queue. Call Back Agent is used when you directly speak to the supporter and a relationship has been built, and they request a specific time to be contacted. Or if it is after business hours. Call Back Queue is chosen when the supporter you are looking for is not able to take the call/you do not directly speak with the supporter.
For the Call Status 'Do not call', Agents have just the one outcome, 'Do Not Call'. This option initiates it's own workflow so that these leads can to be fed back to the charity to be marked as 'do not call'.
For the Call Status 'Complete' the Final Call Outcome drop down list will appear with pre-configured options, such as 'Welcome Call Completed' or others, and you can select the appropriate option. Final Call Outcomes are customisable.