UCCX Outbound CCDR Report

On the Agent Outbound CCDR Report there are 18 Call Results.
There are a few that the system can not detect:
5—Customer does not want to be called again.
6—Call connected, but wrong number.
7—Call connected, but reached the wrong person.
8—Customer requests callback. This is not applicable for IVR-based outbound campaigns.
I understand #8, there is a callback button for the agent to schedule the callback.
How does the system know when 5,6, or 7 occurs?

Hi
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/user/guide/cadx105-agent-desktop-user-guide.pdf
page 45 onwards suggests the agent can select:
'Reclassify' allows selecting 'do not call' (presumably 5)
'Skip-next' then 'wrong number' (i.e. reason 6)
'Skip-next' then 'not home' is presumably 'wrong person' (i.e. wrong person, right number - reason 7)
I've not used preview OB for a while, so may be wrong... but I'd test those outcomes.
Aaron

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Mark call as callback in Cisco UCCX outbound

Hi,
I am using Cisco UCCX 10.0. I configured outbound system in uccx and calls are offering to agents.
Anybody please help how a call can be marked as callback in uccx.
Also whether i can update the result of the call; for example: I am running a campaign for credit card. Whether i can update any where that what each customer responded.
Please help

Anybody please help how a call can be marked as callback in uccx.
The agent has a Callback button in CAD while the call is connected to setup the callback. The callback window defined on the campaign will decide how much slack on either side of the desired callback time system will offer that preview call to an agent. Also, the missed call behavior defines what happens if the subsystem cannot find an agent within the window.
Also whether i can update the result of the call
The call result is set to Voice (i.e. customer responded) by default unless an agent Reclassifies the call. Again, this is a button in CAD. The Admin Guide defines what will happen for all of the other result states.
Please remember to rate helpful responses and identify helpful or correct answers.

UCCX Outbound CCDR Report

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