Managing Call Dispositions and Call Purposes

Objective

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

Applies To

• Outreach Users

Before you begin

• 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. The call disposition type, Answered vs. Not answered, will have an impact on sequence tasks where you've configured the sequence to mark the prospect as finished or continue to the next step based on if they've replied (Replies section under the sequence setting). For that sequence setting, Replies will apply to both email replies and a call logged with a call disposition that is mapped to 'Answered'.

Procedure

1. Access the Outreach Platform.
2. Click Administration > Calls.
3. Click Dispositions. 
4. Click Add.
5. Input a name for the new call disposition. 
6. Select the applicable Type as described in the table below.

   Option	Description
   Name	Descriptive name of the Call Disposition.
   Type	Answered or Not Answered. This will also affect the sequence setting for 'What to do when a prospect replies...' More info on this is noted below.
   Call states or actions	Disposition automatically selected based on call states or user action.
7. 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. 

Create a Call Purpose

1. Access the Outreach Platform.
2. Click Administration > Calls.
3. Click Purposes. 
4. Click Add. 
5. 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 Information

Outreach Dialer Overview

How To Initiate and Log a Call