Im trying to make some sense of some of the Call Results when running an agents dialer campaign in Predictive_Only Mode.
1. I have results 13 and 16 both with callstatus = M.
The documentation says that 13 = "Dialer stopped dialing customer due to lack of agents or network stopped dialing before it was complete" and 16 = "Call was abandoned by the dialer due to lack of agents"
Q. Under which of these two was the call sent to an IVR route point? what about the other?
2. Result 21 = "Customer dropped call within configured abandoned time"
Q. How/where do I configure this time?
3. Results 23 = "Number successfully contacted but wrong number" and Results 24 = "Number successfully contacted but reached the wrong person"
Q. How do these work? through CTIOS softphone? any mode; predictive, preview?
4. Result 14 = "Customer requested callback"
Q. How do they request this? through an IVR script? agent?