Change a Completion Code Retrospectively

You submit a completion code at the end of call to report its outcome to storm. Although completion codes are used largely for reporting purposes, special completion codes can be used to trigger callbacks in OUTBOUND dial campaigns. These are configured by your storm administrator.

You can make a retrospective change to a completion code for a historical OUTBOUND dial call. For example, you might want to change a callback completion code to a non-callback one for a contact who has dialled into your contact centre since their initial conversation and who does not need or want to receive further calls in the remaining campaign. Conversely, you might want to change another contact's non-callback completion code to a callback one to remind you to call them at a future date or time.

Procedure

1. Click the  button on the Toolbar. This displays the Scheduled Callbacks Panel showing a calendar.

2. Select the  tab.
3. Enter the contact's full telephone number in the Search Dial Records field and then click the  button. This searches for all occurrences of the number across all DATA MANAGEMENT tables in the OUTBOUND campaign.

4. Select the check box for the contact item whose completion code you want to change and then select the new code from the Outcome options list.
5. Click Update.