Managing Call Dispositions and Call Purposes

Purpose:

The purpose of this article is to provide direction and information to Outreach users regarding Call Dispositions and Call Purposes.

Intended Audience: 

• Outreach Admins
• Outreach Users

Notes: 

• Some Outreach views and options require admin-level governance permissions. If the options outlined are unavailable, contact the Org's Outreach Administrator as applicable. For more information regarding governance profile settings, refer to the Governance Profile Settings Overview article. 
• Outreach provides Users an indicator of whether the Prospect will be marked finished in the Sequence, paused, or if the Prospect will continue to the next step depending on the call disposition selected upon completion of a Call Task within a Sequence.  
• When deleting a Call Disposition from Outreach, any calls with that disposition in the past will show as not logged. Be aware that this may impact reporting. There is not a way to reverse these changes once they are made. 

Create New Call Disposition: 

1. Access the Outreach Platform.
2. Click the User's initials (avatar) in the bottom left corner of the navigation sidebar.
3. Click Calls under the System Config section of the Settings panel. 
4. Click Dispositions. 
5. Click Add.
6. Input a name for the new call disposition. 
7. Select the applicable option from the Map to: dropdown menu as described in the table below.

   Option	Description
   Name	Descriptive name of the Call Disposition.
   Map to	Answered or Not Answered.
   Default for voicemail drop	Disposition automatically selected when dropping a voicemail.
8. Click Save.
   
   The new call disposition has been added and is available for use as configured. 

Edit a disposition any time by clicking an existing disposition and updating the content. Additionally, delete existing dispositions by clicking the dropdown arrow to the right of the applicable disposition and selecting delete. 

Note: When deleting a Call Disposition from Outreach, any calls with that disposition in the past will show as not logged. Be aware that this may impact reporting. There is not a way to reverse these changes once they are made. 

Create a Call Purpose:

1. Access the Outreach Platform.
2. Click on the User's initials (avatar) in the bottom left corner of the navigation sidebar.
3. Click Calls under the System Config section of the Settings panel. 
4. Click Purposes. 
5. Click Add. 
6. Input a name for the new call purpose and click Save.
   
   The new call purpose has been added and is available for use as configured. 

Edit a Purpose any time by clicking an existing purpose and updating the name. Additionally, delete existing dispositions by clicking the dropdown arrow to the right of the applicable purpose and selecting delete. 

Additional Resources: 

Outreach Dialer Overview

How To Initiate and Log a Call