Set wrap-up code mappings for outbound dialing

It is important to understand the distinction between wrap-up codes and wrap-up mappings:

• Wrap-up codes indicate the outcome of an interaction; for example, a completed sale. An administrator defines wrap-up codes at the queue level. While performing after call work, an agent assigns a wrap-up code to indicate the outcome of each call.
• Wrap-up mappings flag a single number or the entire contact as uncallable, based on the wrap-up code assigned to an interaction.

After defining wrap-up codes, identify any contacts that correlate to records the system should not call again. For example, if an agent spoke with the intended party, you might not want a campaign to redial that person.

By themselves, wrap-up codes don’t make records uncallable. You can map a wrap-up code to three possible terminating classifications. These classifications tell outbound dialing whether the number dialed or all numbers in a contact row are uncallable.

In outbound dialing, under wrap-up code mappings, the classifications you can map to a wrap-up code are:

• Contact Uncallable—all telephone numbers for a contact are uncallable. This classification persists across multiple runs of a campaign and across campaigns using the same contact list.
• Number Uncallable—the number dialed when the wrap-up was assigned is uncallable. This classification persists across multiple runs of a campaign and across campaigns using the same contact list.
• Right Party Contact—the person who answered was the person the campaign was supposed to reach. The current campaign does not dial any other numbers for that contact. This classification does not persist across multiple runs of a campaign. If the campaign is recycled or completed, the contact can be dialed again unless the classification is selected as Contact Uncallable or Number Uncallable.
• Business Category—the classification that summarizes the Right Party Contact as a success, neutral, or failure, in terms of the campaign business goals. If the Right Party Contact is set to Yes, select Failure, Neutral, or Success for the wrap-up code. The default is Neutral.

During a campaign, agents assign wrap-up codes to indicate the outcome of each call. Afterward, wrap-up mappings determine whether a contact can be dialed again. Eventually a campaign completes because all of its records are uncallable, based on terminating wrap-up mappings.

Example:

For example, suppose that a preview campaign offers agents four wrap-up codes: Bad Number, More Time Needed, Payment Made, and Payment Refused. In outbound dialing, under wrap-up code mappings, the mappings would be:

• When an agent accomplishes the campaign goal, for example, receives payment, they assign Payment Made during after-call work. Payment Made is mapped to Contact Uncallable, to prevent the contact from being dialed again. Payment Made is considered the successful business outcome for the call.
• If the agent cannot accomplish the campaign goal, the agent assigns the Payment Refused wrap-up. Since it is mapped to Contact Uncallable and Right Party contact, no phone numbers for that contact are dialed again. Payment Refused is considered the failure business outcome for the call. 
• If a dialed number is invalid, for example, the number is out of service, the agent assigns the Bad Number wrap-up. In this case, the wrap-up mapping prevents that number from being dialed again. If the contact record contains extra contact columns, the additional contacts are dialed. As Bad Number is not mapped to a Right Party Contact, no business outcome is associated with this wrap-up code. 
• When as agent is unable to accomplish the campaign goal, for example, receives a refusal to pay, they assign Payment Refused during after-call work. This wrap-up code is mapped to a failure business outcome for the call.