System results specify different outcomes (results) of each inbound or outbound call. SmartReach provides a list of default results, which you can customize depending on your requirements. You assign results at the call-flow level using the Call Flow editor. For more information, see Understanding Modules.
The following table describes some of the system results that are commonly used.
| System Result | Description |
| Account or Phone in Other File (Not Made) | The call was not made because the account or phone number was found in another file. |
| Account Previously Contacted (Not Made) | The call was not made because the account or phone number was contacted earlier. |
| Answering Machine (Hung Up) | Calls where LiveVox/SmartReach identified an answering machine and hung up. |
| Attorney Call | Customer attorney called. |
| Busy | The call was not connected because the line was busy. |
| Call Blocked (Not Made) | Calls were blocked. |
| Call Recipient Says Wrong Number | Recipient of call indicated that this is not the correct number. |
| Call Suppressed (Not Made) | Calls were not attempted for dialing. |
| Caller Claims Financial Hardship | Caller claimed financial hardship. |
| Consumer indicated Wrong Party | Customer indicated that the connected party is wrong. |
| Continue with Payment Plan | Recipient continued with the payment plan. |
| Customer Hung Up | Customer hung up the call. |
| Customer Made Payment Arrangements | Customer made the payment arrangements. |
| Customer Not Available | Calls where a live party indicated that the intended customer is not available. |
| Customer Not Interested | Calls where the customer is not interested. |
| Customer Says Mailed or Will Mail Payment | Customer indicated that the payment has been already mailed or it will be mailed. |
| Customer Says Mailed Payment | Customer indicated that the payment has been already mailed. |
| Customer Will Contact Client Directly | Customer will reach out to client. |
| Customer Will Pay via Web Site | Customer indicated that the payment will be made via the website. |
| Customers Says Mailed Payment (Direct Pay) | Customer indicated that the payment has been already mailed. |
| Disconnected (Timed Out After Validation) | Call was disconnected after validating the customer details. |
| Disconnected (Timed Out During Validation) | Call was disconnected while validating the customer details. |
| Disconnected After Validation | Call was disconnected after validating the customer details. |
| Disconnected Before Message | Call was disconnected before the message was delivered to the customer. |
| Disconnected Before Validation | Call was disconnected before validating the customer details. |
| Disconnected Before Validation (During Identification) | Call was disconnected during agent identification. |
| Disconnected Before Validation (During Validation) | Call was disconnected while validating customer information. |
| Disconnected Before Validation (Immediately) | Call was disconnected before validating customer details. |
| Duplicate Call (Not Made) | Call was not made because duplicate scrubbing is enabled. |
| Excluded via Compliance Policy (Not Made) | Dialing profile restriction prevented call from launching. |
| Excluded via Dialing Sequence (Not Made) | Dialing sequence restriction prevented call from launching. |
| Fax | Calls where SmartReach identified a Fax machine and hung up upon recognition |
| Group ID Code Not Recognized (Not Made) | Call not made because the Group ID input was not recognized. |
| Have Insurance, No Input | Customer has insurance. |
| Hung Up (Account Number Confirmation) | Customer hung up during account number confirmation. |
| Hung Up (Account Number Input) | Customer hung up while adding the account number. |
| Hung Up (Bank Account Input) | Customer hung up while providing account number information. |
| Hung Up (Bank Routing Input) | Customer hung up while providing bank routing information. |
| Hung Up (Check Number Input) | Customer hung up while adding the check number. |
| Hung Up (Credit Card Exp Date Input) | Customer hung up while adding the credit card expiry date. |
| Hung Up (Credit Card Number Input) | Customer hung up while adding the credit card number. |
| Hung Up (Credit Card Security Input) | Customer hung up while adding the credit card security information. |
| Hung Up (Information Ready) | Customer hung up while providing the information. |
| Hung Up (Language Selection) | Customer hung up while selecting the language. |
| Hung Up (Payment Amount Input) | Customer hung up while adding the payment amount. |
| Hung Up (Payment Confirmation ) | Customer hung up while confirming the payment. |
| Hung Up (Payment Selection) | Customer hung up while selecting the payment options. |
| Hung Up (Transactions per Day) | The customer hung up. |
| Hung Up (Welcome) | Customer hung up when the welcome message was being played. |
| Hung Up (Zip Code Entry) | Customer hung up while entering the ZIP code. |
| Hung Up After Validation | Customer hung up after validation. |
| Hung Up During Validation | Customer hung up during validation. |
| Hung Up Immediately | Customer hung up immediately. |
| Hung Up in ID Sequence | Customer hung up when entering |
| Hung Up in Opening | Calls where a live party was detected and hung up right away. |
| Hung Up Without Input | Customer hung up without providing any input. |
| Incomplete Payment Info | Customer did not provide complete payment information. |
| Insufficient Amount Due (Not Made) | Payment was not done because of insufficient due amount. |
| Invalid Dialing Sequence (Not Made) | Call was not made because of invalid dialing sequence. |
| Invalid Phone Number | Calls where the line could not be connected for the following set of reasons |
| Invalid Phone Number (Not Made) | Account did not contain a valid 10 digit phone number. |
| Invalid Response after Authentication | Calls where an invalid response was received after authentication. |
| Invalid Response received | Calls where an invalid response was received. |
| Landline Call Suppressed (Not Made) | Calls to landline were not made. |
| Listened | Calls where a live party was detected, listened to the message and did not press any keys |
| Machine, Left Message | All calls where an answering machine was detected and a message was left. |
| Maximum Account Attempts Reached (Not Made) | The call was not made because the maximum number of attempts per day was reached. |
| Max Attempts Made Machine (Not Made) | The maximum number of attempts have been made. |
| Message Taken by Third Party | Calls where a third-party received the call and took the message. |
| Missing or Bad Data (Not Made) | The call wase not made because of missing data. |
| Missing Patient ID Info (Not Made) | The call wase not made because of missing patient ID. |
| No Answer | The phone number was dialed and continued to ring until the service's specific "Dial Timeout" was reached. |
| No Answer/Busy | The phone number was busy or there was no answer from the customer. |
| No Insurance | Customer does not have insurance. |
| No Insurance No Input | Customer does not have insurance and has made not inputs. |
| No Match in ID Sequence | The ID sequence made by the customer did not match the ID on file. |
| No Match in Validation | Customer validation failed. |
| No Patient Name (Not Made) | The call was not made because patient name was missing. |
| Not Attempted (Not Made) | Call was not attempted. |
| Not Available | The system automatically detected the customer indication within IVR that the intended party is not available. |
| Operator Transfer | Call successfully bridged to an agent. |
| Operator Transfer (Abandoned Max Hold Time) | Call unsuccessfully bridged because of maximum hold time. Call disconnected. |
| Operator Transfer (Account Number Confirmation Retry) | Call successfully bridged to an agent, but account number confirmation needs to be retried. |
| Operator Transfer (Account Number Input Retry) | Call successfully bridged to an agent, but account number must be input again. |
| Operator Transfer (Agent Abandoned - Wrong Number) | Call was terminated by the agent because the number was wrong. |
| Operator Transfer (Agent Abandoned) |
The call was unsuccessfully bridged because the maximum hold time was reached. The call was automatically disconnected. LiveVox disconnected the Agent-part of the call because the maximum hold time was reached. The call was successfully bridged, the agent hung up after the call connected inside the call center and did not use a specific termination code. |
| Operator Transfer (Agent Terminated Call) | Call successfully bridged. Agent terminated the call using the disconnect call button on the agent desktop. |
| Operator Transfer (Bank Account Input Retry) | Call successfully bridged, but bank account number needs to be input again. |
| Operator Transfer (Call Abandoned) | Call unsuccessfully bridged. Call recipient hung up after call connected inside the call center but before agent accepted call. |
| Operator Transfer (Caller Abandoned - Wrong Number) | Call unsuccessfully bridged. Call was connected to the wrong party and the caller terminated the call. |
| Operator Transfer (Caller Abandoned Before Connect - Wrong Number) | Call unsuccessfully bridged. Caller disconnected the call before the call was disconnected. |
| Operator Transfer (Caller Abandoned Before Connect) | Call unsuccessfully bridged. Call recipient hung up before the call connected inside the call center. |
| Operator Transfer (Caller Abandoned) | The call was unsuccessfully bridged. The call recipient hung up after the call connected inside the call center but before the agent accepted the call. |
| Operator Transfer (Caller Opted for E-mail) | Call successfully bridged. Customer opted for email. |
| Operator Transfer (Caller Opted for Voicemail) | Call successfully bridged. Customer opted for voicemail. |
| Operator Transfer (Caller Opted for Web Site) | Customer indicated that the payment will be done via the website. |
| Operator Transfer (Check by Phone Payment) | Call successfully transferred for a check by phone payment. |
| Operator Transfer (Check Number Input Retry) | Call successfully bridged. Check number needed to be input again. |
| Operator Transfer (Check Payment Made) | Call successfully bridged. Payment was made by check. |
| Operator Transfer (Credit Card Exp Date Input Retry) | Call successfully bridged. Credit card expiration date needed to be input again. |
| Operator Transfer (Credit Card Payment Made) | Call successfully bridged. Payment was made by credit card. |
| Operator Transfer (Daily Transaction Limit Reached) | Call successfully bridged. The customer has reached the daily transaction limit. |
| Operator Transfer (Discounted Credit Card Payment) | Call successfully bridged. Payment was made by credit card. |
| Operator Transfer (Home Equity Loan or Line) | Call successfully bridged to Home Equity Loan or Line of Credit department. |
| Operator Transfer (Information Read Retry) | Call successfully bridged, information not read the first time. |
| Operator Transfer (Invalid Bank Routing Input) | Call successfully bridged. Bank routing information was invalid. |
| Operator Transfer (New Mortgage) | Call successfully bridged to new mortgage department. |
| Operator Transfer (No Input) | Call successfully bridged. No input received from the customer. |
| Operator Transfer (No Payment Options) | Call successfully bridged. However, there are no payment options. |
| Operator Transfer (Other Types of Loan) | Call successfully bridged to the loan department. |
| Operator Transfer (Payment Amount Input Retry) | Call successfully bridged. The payment amount was entered again. |
| Operator Transfer (Payment Confirmation Retry) | Call successfully bridged. Payment confirmation not successful. |
| Operator Transfer (Payment Plan) | Call successfully bridged for payment plan. |
| Operator Transfer (Payment Selection Retry) | Call successfully bridged. Retry the payment method. |
| Operator Transfer (Refinancing) | Call successfully bridged for refinancing. |
| Operator Transfer (Spouse) | Call successfully bridged. Person on the line was the spouse of the customer. |
| Operator Transfer (Third Party to Get Debtor) | Call successfully bridged. A third party tried to locate the customer. |
| Operator Transfer (Third Party) | Call successfully bridged after the customer indicated within the IVR that the call reached a third party. |
| Operator Transfer (To Insurance Provider) | Call successfully bridged to the insurance provider. |
| Operator Transfer (Unidentified Party) | Call successfully bridged to an agent. However, call recipient pressed an invalid key. |
| Operator Transfer (Unidentified) | Call successfully bridged to an agent. However, customer was unidentified. |
| Operator Transfer (Update Insurance) | Call successfully bridged. Customer needed to update insurance information. |
| Operator Transfer (Wrong Number) | The call connected to an operator after the customer indicated within the IVR that the call reached a wrong number. |
| Operator Transfer (Zip Code Entry Retry) | Call successfully bridged. The zip code needed to be re-entered. |
| Operator Transfer Credit Card Number Input Retry) | Call successfully bridged. The credit card number needed to be re-entered. |
| Operator Transfer Credit Card Security Input Retry) | Call successfully bridged. The security code on the credit card needed to be re-entered. |
| Operator Transfer Failed (Busy - Wrong Number) | The operator call transfer was unsuccessful because the call failed to connect to an agent or an operator. |
| Operator Transfer Failed (Busy) | Call unsuccessfully bridged. Busy signal received during transfer to an agent. |
| Operator Transfer Failed (No Agent Available) | Call unsuccessfully bridged because no agents were available. |
| Operator Transfer Failed (No Answer - Wrong Number) | The call transfer was not successful because there was no answer from the customer. |
| Operator Transfer Failed (No Answer) | Call unsuccessfully bridged. No answer in call center. |
| Operator Transfer Failed (Other) | Call transfer unsuccessful because the call failed to connect to agent or an operator. |
| Paid by Check | Payment was made by check. |
| Paid by Credit Card | Payment was made by credit card. |
| Partial Message Left | Calls where the message was played but the call was disconnected prior to completion of message |
| Partitioned Do Not Call (Not Made) | The call was not made due to exclusion rules in partitioning. |
| Patient Says Mailed Payment (Partial Payment) | Customer indicated that a partial payment has been made. |
| Patient Says Mailed Payment | Customer indicated that the payment has been mailed. |
| Patient Not Home | Customer not home. |
| Patient Says Mailed or Will Mail Payment | Customer indicated that the payment is mailed or will be mailed. |
| Patient Says Mailed or Will Mail Payment (Partial Payment) | Customer indicated that a partial payment is mailed or will be mailed. |
| Patient Says Mailed Payment (No Amount Specified) | Customer indicated that the payment has been mailed. However, no specific amount was indicated. |
| Patient Says Resolved | Customer indicated that the issue has been resolved. |
| Patient Says Will Mail Payment | Customer indicated that the payment will be mailed. |
| Patient Says Will Mail Payment (Partial Payment) | Customer indicated that a partial payment will be mailed. |
| Patient Will Call | Customer indicated that they will reach out. |
| Patient Will Call (No Insurance) | Customer doesn’t have insurance. However, they indicated that they will reach out. |
| Patient Will Pay Via Web Site | Customer indicated that the payment will be made via the website. |
| Patient Will Pay Via Web Stie (Partial Payment) | Customer indicated that partial payment will be made via the website. |
| Payment by Credit Card | Customer indicated that the payment will be done by credit card. |
| Payment Sent or Promised | Customer promised to pay. |
| Payment Sent or Promised (Direct Pay) | Customer promised direct pay. |
| Payment Sent or Promised (Mailing Address) | Customer promised to pay by mail. |
| Payment Sent or Promised (Payment Processor) | Customer promised to pay through a payment processor. |
| Payment via Check by Phone | Customer sent payment by check. |
| Please Call Patient | Call the customer. |
| Please Call Patient (No Insurance) | Call the customer. Customer doesn’t have insurance. |
| Preview Dial - Agent Skipped (Not Made) | Call was not made because agent skipped the call. |
| Regional Outage (Not Made) | Call was not made due to a regional outage. |
| Requested MoneyGram Info | MoneyGram information was requested. |
| Requested Walk In Info | Customer requested information on locations. |
| Requested Western Union Info | Western Union information was requested. |
| Right Party Listened to Message | The correct party listened to the message. |
| Scheduled Callback - Agent Skipped (Not Made) | The call was not made because agent skipped the call. |
| Scheduled Callback Requested | Customer requested to schedule a callback. |
| Specified Do Not Call (Not Made) | Number or account found to be on the DNC list. |
| Spouse Listened to Message | Spouse listened to the message. |
| Transfer to Speedpay (Forgot to Pay) | Call transferred to Speedpay. The customer forgot to make a payment. |
| Transfer to Speedpay (Health Isssue - Death of Family Member) | Call transferred to Speedpay. There was a death in the family. |
| Transfer to Speedpay (Health Issue - Death of Mortgager) | Call transferred to Speedpay. The mortgager has died. |
| Transfer to Speedpay (Health Issue - Illness of Family Member) | Call transferred to Speedpay. There is an illness in the family. |
| Transfer to Speedpay (Illness of Mortgager) | Call transferred to Speedpay. The mortgager is ill. |
| Transfer to Speedpay (Marital Issue) | Call transferred to Speedpay. There was a marital issue. |
| Transfer to Speedpay (Other Financial Issue) | Call transferred to Speedpay. There was a financial issue. |
| Transfer to Speedpay (Unemployment) | Call transferred to Speedpay. The customer is unemployed. |
| Transferred Before Validation (During Validation - Busy) | Call was transferred during the validation process. |
| Transferred After Validation | Call was transferred after validation. |
| Transferred After Validation (Agent Abandoned) | Call was transferred after validation, but agent abandoned the call. |
| Transferred After Validation (Busy) | Call was transferred after validation, but the line was busy. |
| Transferred After Validation (Call Center Closed) | Call was transferred after validation, but the call center was closed. |
| Transferred After Validation (Caller Abandoned After Connect) | Call was transferred after validation, but the caller hung up after the transfer. |
| Transferred After Validation (Caller Abandoned) | Call was transferred after validation, but caller abandoned the call. |
| Transferred After Validation (Check by Phone Payment - Busy) | Call was transferred after validation but the Check by Phone Payment line was busy. |
| Transferred After Validation (Check by Phone Payment - Call Center Closed) | Call was transferred after validation but the call center was closed. |
| Transferred After Validation (Check by Phone Payment - Caller Abandoned Before Connect) | Call was transferred after validation, but caller hung up before check by phone payment could be connected. |
| Transferred After Validation (Check by Phone Payment - Caller Abandoned) | Call was transferred after validation, but caller hung up. |
| Transferred After Validation (Check by Phone Payment - No Answer) | Call was transferred after validation, but there was no answer after transfer. |
| Transferred After Validation (Check by Phone Payment - Agent Abandoned) | Call was transferred after validation, but the agent abandoned the call. |
| Transferred After Validation (Check by Phone Payment) | Call was transferred after validation and check by phone payment transaction was successful. |
| Transferred After Validation (Credit Card Payment - Agent Abandoned) | Call was transferred after validation, but agent abandoned the call. |
| Transferred After Validation (Credit Card Payment - Busy) | Call was transferred after validation, but the credit card payment line was busy. |
| Transferred After Validation (Credit Card Payment - Call Center Closed) | Call was transferred after validation. Call center was closed. |
| Transferred After Validation (Credit Card Payment - Caller Abandoned Before Connect) | Call was transferred after validation to credit card payment center but caller hung up before call was connected. |
| Transferred After Validation (Credit Card Payment - Caller Abandoned) | Call was transferred after validation to credit card payment center but caller had hung up. |
| Transferred After Validation (Credit Card Payment - No Answer) | Call was transferred after validation to credit card payment center but there was no answer from caller. |
| Transferred After Validation (Credit Card Payment) | Call was transferred after validation to credit card payment center. |
| Transferred After Validation (No Answer) | Call was transferred after validation, but there was no answer. |
| Transferred After Validation (Other - Agent Abandoned) | Call was transferred after validation, but the agent abandoned the call. |
| Transferred After Validation (Other - Busy) | Call was transferred after validation, but the line was busy. |
| Transferred After Validation (Other - Call Center Closed) | Call was transferred after validation, but the call center was closed. |
| Transferred After Validation (Other - Caller Abandoned) | Call was transferred after validation, but the caller abandoned the call. |
| Transferred After Validation (Other - No Answer) | Call was transferred after validation, but there was no answer. |
| Transferred After Validation (Other) | Call was transferred after validation. |
| Transferred After Validation (Provide Secondary Insurance) | Call was transferred after validation. There was a request to provide proof of secondary insurance. |
| Transferred After Validation (Questions About Bill) | Call was transferred after validation. Caller had questions about a bill. |
| Transferred After Validation (Set Up Payment Plan) | Call was transferred after validation. Caller wanted to set up a payment plan. |
| Transferred After Validation (Update Info Payment Plan) | Call was transferred after validation. Caller wanted to update information on the payment plan. |
| Transferred After Validation (Update Insurance Information) | Call was transferred after validation. Caller wanted to update insurance information. |
| Transferred Before Validation | Call was transferred before validation. |
| Transferred Before Validation (During Identifcation - Busy) | Call was transferred before validation during identification, and the line was busy. |
| Transferred Before Validation (During Identification - Agent Abandoned) | Call was transferred before validation during identification, but the agent abandoned the call. |
| Transferred Before Validation (During Identification - Call Center Closed) | Call was transferred before validation during identification, but the call center was closed. |
| Transferred Before Validation (During Identification - Caller Abandoned Before Connect) | Call was transferred before validation during identification, but the caller hung up before the call was connected. |
| Transferred Before Validation (During Identification - Caller Abandoned) | Call was transferred before validation during identification, but the caller had abandoned the call. |
| Transferred Before Validation (During Identification - No Answer) | Call was transferred before validation during identification but there was no answer. |
| Transferred Before Validation (During Identification) | Call was transferred before validation during the identification process. |
| Transferred Before Validation (During Validation - Agent Abandoned) | Call was transferred, but during validation the agent abandoned the call. |
| Transferred Before Validation (During Validation - Call Center Closed) | Call was transferred, but before validation the call center closed. |
| Transferred Before Validation (During Validation - Caller Abandoned Before Connect) | Call was transferred, but during validation, the caller hung up. |
| Transferred Before Validation (During Validation - Caller Abandoned) | Call was transferred, but during validation, the caller hung up. |
| Transferred Before Validation (During Validation - No Answer) | Call was transferred, but during validation, there was no answer. |
| Transferred Before Validation (During Validation) | Call was transferred before it was validated. |
| Transferred Before Validation (Immediately) | Call was transferred immediately before validation. |
| Unknown Result | No description. |
| Will Call with Insurance Info | Customer indicated that insurance details will be provided via a call to the agent. |
| Will E-Mail Insurance Info | Customer indicated that insurance details will be provided via email to the agent. |
| Will E-Mail Updated Address Info | Customer indicated that address information will be provided via email to the agent. |
| Will Fax Insurance Info | Customer indicated that insurance details will be provided via fax to the agent. |
| Will Provide Insurance Info | Customer indicated that insurance details will be provided to the agent. |
| Wireless Call Suppressed (Not Made) | Account scrubbed from the campaign due to your choosing to suppress wireless phone numbers. |