Resetting a Dial List

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Resetting a Dial List

Reset Call Results is a subsection of Call Results, which is a section under the Database Management link. Below is a screenshot.


Reset 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! The only way to call a record after it has already been marked with a disposition is to "reset" that record.

Lets say you have a list of 10,000 phone numbers and you dial through ALL your data. Your campaign will be put in completed status and will no longer be able to make any more calls until you reset some records.

You can 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 reset for future calling.

After you make those determinations, it is here that you will reset those records to allow them to get processed again.


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

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 Reset?

Certain codes are common failures and do not indicate anything abnormal. However, in many cases it is a good idea to re-try these codes and make further attempts to terminate them successfully. Here is a list of the codes and the reason why you may want to reset them. The decision is ultimately yours!

Busy - Any busy calls should be reset to attempt a successful connection.

Carrier Give Up - We find Carrier Give Up codes can have decent success on sub-sequent attempts.

No Answer - Calls that are not answered are a good candidate for further attempts.

Party Unavailable - This code is very similar to No Answer and should be treated the same as No Answer.

Platform Server Error - This indicates an issue with our server. You should notify support and upon resolution, re-attempt these numbers.

Platform Server Timeout - This indicates an issue with our server. You should notify support and upon resolution, re-attempt these numbers.

Service Unavailable - This is the most common carrier code and I refer to this code as a catch-all. Carriers return Service Unavailable for so many reasons and sub-sequent attempts can result in successful termination.

Answered - This code can be reset based on your preferences. Some customers prefer not to re-attempt previously answered calls while other customers prefer to call them again.

Answering Machine - This code can be reset based on your preferences. Some customers prefer not to re-attempt these calls while other customers prefer to call them again.

Carrier Look-up Error - This indicates an issue with our server. You should notify support and upon resolution, re-attempt these numbers.


What Codes Should You NOT Reset?

These codes are failures that require time or intervention from support to solve. You should not reset these codes unless support has helped you make a determination that they may be good candidates for reset. Please only report these codes to support if they are excessive.

Authorization Failure - This is a rarely received code and should not be reset. If you get excessive codes such as these, please notify support.

Bad Header - This is a rarely received code and should not be reset. If you get excessive codes such as these, please notify support.

Bad Request / Not Acceptable - This is a rarely received code and should not be reset. If you get excessive codes such as these, please notify support.

Forbidden - This is a rarely received code and should not be reset. If you get excessive codes such as these, please notify support.

High Cost Area - These calls were blocked due to high cost. It would be better to avoid them or try to call them again at a later time. If you receive excessive calls in this category then please contact support and we may have a solution to reaching them effectively.

Invalid Number - These phone numbers have a 99% chance of being disconnected and should not be re-attempted until a later date when they may have been put back in service by new subscribers.

Not in Service - This is a rarely received code and should not be reset. If you get excessive codes such as these, please notify support.

No Route Found - These calls are not found in the routing table. They should not be reset until a later time when new routes may be available to complete them.

Payment Required - This is a rarely received code and should not be reset. If you get excessive codes such as these, please notify support.

Provider Bad Gateway - This is a rarely received code and should not be reset. If you get excessive codes such as these, please notify support.

Provider Server Error -
This is a rarely received code and should not be reset. If you get excessive codes such as these, please notify support.

Unauthorized - This is a rarely received code and should not be reset. If you get excessive codes such as these, please notify support.

Fax Machine - Fax Machines should be avoided so resetting is likely not to yield a successful connection.

Transfer Failed - These calls should not be reset. Because you had peaked someones interest, it would be better to manually call these numbers to establish a connection.

Voicemail - You should listen to and respond to the appropriate voicemails that are received. Resetting them will not make much sense since you peaked their interest and have a voice message to work from.

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