Deleting a Dial List
Delete Call Results is a subsection of Call Results, which is a section under the Database Management link. Below is a screenshot.
Delete Call Results
When you dial through your data, each record gets marked with a disposition. Call Dispositions help you to identify the activity from your campaigns.
The dial list will process every record only one time! If you want to delete some data, it is best you first go to the Summary link and run a Detailed Summary using the ALL filter to see the current state of call dispositions within your dial list. Then you can make decisions on which data you would like to delete.
After you make those determinations, it is here that you will delete these records.
Call Disposition Definitions
We have two types of call disposition categories. They are SIP Failure Codes and Custom Codes.
SIP Failure Codes
Sip Failure Codes are call dispositions which did not complete based on some response code from the carrier. These can be normal No Answer codes or they could be failures due to equipment on carrier side or server side. Here is a list of the codes with a brief description of each code.
Authorization Failure - The request requires user authentication. This response is issued by proxy's.
Bad Header - The server is refusing to service the request because the Request-URI is longer than the server is willing to interpret.
Bad Request / Not Acceptable - The request could not be understood due to malformed syntax.
Busy - Received a busy response.
Carrier Give Up - Carrier Time-out OR declined.
Forbidden - The server understood the request, but is refusing to fulfill it.
High Cost Area - The call has been blocked due to high cost area.
Invalid Number - The phone number is out of service.
No Answer - The call recipient failed to answer the call within the timeout period. Typically this is 50 seconds.
Not in Service - The phone number is not in service or pending a move/change.
No Route Found - No carrier was found that could complete the call.
Party Unavailable - The carrier timed out trying to reach the phone number. Treat this is No Answer.
Payment Required - The carrier who tried to terminate is out of funds and will not complete the call.
Platform Server Error - Internal Error on Server.
Platform Server Timeout - Internal Server Timeout.
Provider Bad Gateway - Bad Gateway Or Unacceptable Request.
Provider Server Error - Server Internal Error from Carrier Side.
Service Unavailable - Catch all error. Very common and should be reset for further attempts.
Unauthorized - The request requires user authentication. This response is issued by UAS's and registrars.
Custom Codes are call dispositions which are marked internally by our system. This means that we are marking the records based on our own logic rather than from the Sip Response Code that we received from the carrier.
All of these codes are success codes with the exception of the Carrier Look-up Error. Here is a list of the codes with a brief description of each code.
Answered - The call was successfully answered.
Answering Machine - The call was determined to be an Answering Machine and the appropriate action was taken based on your AM Detection Settings.
Carrier Look-up Error - The call failed due to an LCR look-up error.
Fax Machine - The call reached a Fax Machine.
Transfer Failed - The call was successful but the transfer failed to connect properly.
Voicemail - The call recipient left a message on the campaigns voicemail box.
Deciphering the Codes
Now that you have seen all the codes and read their descriptions, you are probably wondering how to handle them. I will explain the best strategy for how to handle them as well as why we have so many codes.
Why Do We Have So Many Codes?
The reason we expose so much to the customer side is so we can be transparent about how the traffic is terminating. Most providers hide much of this logic from the customer which is not a bad thing. However, we are much more technical and want to share our network logic with you. This helps us to get right to the root issue instead of digging through logs to find the exact root cause of any termination problems.
What Codes Should You Delete?
After you learn how to reset data, we leave it up to the customer to decide on what records they want to delete. This section is better covered in bullets.
- Invalid Numbers are 99% disconnects. These can be deleted OR do not reset them.
- Fax Machines can be deleted as there is no benefit to keep those numbers OR do not reset them.
- Resetting Call Results provides so much control that deletion is not necessary unless you have a personal preference to purge your dial list.
- Delete is also used to purge an entire list for any internal reason you may have. It could be that you want to start with fresh data. You can choose the ALL filter to delete your entire dial list.
- Do Not Call dispositions are not listed here. You can delete those through Database Management using Scrub Against DNC or through the DNC Center.
- Most customers only use Delete Call Results to purge an entire list so they can build a new dial list. You can choose how you want to use this feature. Again, Reset Call Results provides lots of control that prevents the need for this functionality.