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Mapping dialer result codes to call outcome codes
If a telephone interviewing project uses an autodialer, the autodialer dials the numbers and returns a result code that represents the outcome of the call. The interviewer session engine maps these autodialer result codes into call outcome codes so that the sample management script can place the sample record in the appropriate queue. Calls with unmapped and unrecognizable result codes are passed to the interviewer for manual resolution.
The following mappings are defined in the site-level DefaultDialerCallOutcomes property in DPM:
Dialer result code
Description
Maps to Sample Management Call Outcome
Announcement
Recorded announcement detected.
PossibleWrongNumber
AnsweringMachine
Answering machine detected.
AnsweringMachine
BadNumber
Unallocated number.
WrongNumber
Busy
Busy number.
Busy
Changed
The number has changed. Not used very often (0.03% of random digit dial calls in North America; used in Europe mainly for businesses).
PossibleWrongNumber
Congested
Network congestion prevented the call from being dialed. This is often regional (during an emergency, for example) so numbers in other regions may still go through.
NetworkBusy
Connected
The dialer has obtained a connection.
There is no default mapping because the call and the sample record are passed to the interviewer. The final call outcome is set when the interviewer returns the record to sample management at the end of the call.
DialerError
The call failed due to an internal dialer error. Dialer errors may be transient but may result in silent (nuisance) calls.
DialerFailed
FastBusy
In-band fast busy (reorder) tone. This is supposed to be for network congestion but is used by some North American legacy switches to indicate unallocated number.
FastBusy
FaxModem
The number is a fax or modem.
Fax
Incomplete
Incomplete number (the call never rang).
PossibleWrongNumber
LocalHangup
Call hung up locally by the dialer.
If the call is hung up after connection, the call and the sample record are passed to the interviewer, who will then select an appropriate call outcome from the list.
NoAnswer
Call not answered within the no-answer time-out period.
NoAnswer
NoAudio
Call was disconnected because no audio was detected.
PossibleWrongNumber
NoDSPs
No DSPs were available.
DialerBusy
NoExtAvailable
A group call was dialed but no extension was available to accept the call. This is a nuisance call.
Silent
None
This call outcome should never be returned for connected calls.
Failed
NoResources
The dialer has insufficient resources available to make the call
DialerBusy
NoTrunks
No trunks were available to make the call. Dialer congestion prevented call from being dialed.
DialerBusy
OnHook
The extension is on-hook. This is a nuisance call.
Silent
OutOfOrder
Number out of order.
WrongNumber
Rejected
Rejected call. This may be a mobile phone set to “Do not ring”, or a home phone that requires the caller to identify before it will ring.
Rejected
RemoteHangup
Call hung up by the respondent.
If the call is hung up after connection, the call and the sample record are passed to the interviewer, who will then select an appropriate call outcome from the list.
Transferred
Call transferred to another extension or group.
No default mapping
TriTone
Special information tone detected.
PossibleWrongNumber
Unknown
The network cleared the call but did not indicate why.
Unknown
Note When a call outcome mapping cannot be found in DPM, and the call outcome is PhWrong, the outcome is mapped to the mapping for InComplete. Otherwise the outcome is mapped to the mapping for None. You will need to manually add a mapping in DPM if you want to map PhWrong to another sample management return code.
You can change these mappings by editing the definitions in DPM.
The site-level DefaultDialerCallOutcomes property is in DPM under Site > Properties; the DefaultDialerCallOutcomes property for each specific dialer type is in DPM under Site > Properties > InstalledDialerTypes > DialerType. After a package for a new dialer type is installed, the new dialer call outcome mappings are added under InstalledDialerTypes. It is unlikely that dialer call outcome mappings will be changed per project. As such, the mappings are not copied to the project's sample management object when a project is activated.
UNICOM Intelligence Interviewer - Server checks for the DefaultDialerCallOutcomes property under InstalledDialerTypes. If the property does not exist, the site-level DefaultDialerCallOutcomes property is loaded.
Sample records automatically returned by the dial process are written with an Interviewer ID of "__AutoDial".
See also
Call and contact outcome codes