1. Help Module - Your ultimate guide to call states
Main objective
Empower you with clear, actionable insights so you understand exactly what's happening in every phone interaction and immediately know what to do with each outcome, transforming raw data into smart decisions.
1.1 Call states guide - From confusion to clarity
Completed - Mission accomplished!
Meaning: The call connected perfectly and achieved its conversational objective.
Key Details:
- Communication established with the right person
- Primary campaign objective achieved
- Smooth and complete interaction
Recommended Action: Celebrate and Analyze - Review these calls to replicate success patterns
Value Provided: Confirmation that your strategy is working and generating tangible results
New - Potentially waiting
Meaning: Scheduled call that is in queue waiting for its ideal time
Key Details:
- Properly configured and ready to execute
- Waiting for available system resources
- Part of your scheduled contact pipeline
Recommended action: Trust the process - Your system will automatically process it when optimal.
Value provided: Visibility into your future pipeline and planning capabilities.
Failed - Opportunity for improvement
Meaning: A technical error prevented the connection (not a customer rejection).
Common Causes:
- Network or connectivity issues
- Expired or incorrect provider credentials
- Temporary internal system errors
Recommended Action: Immediate technical diagnosis - Review logs and verify configuration
Value Provided: Early warnings of infrastructure issues before they escalate
Busy - Smart persistence
Meaning: The customer is temporarily unavailable (on another call)
Key Details:
- Valid and active number
- Person exists but is temporarily busy
- Opportunity to contact at another time
Recommended action: Strategically retry - The system will do this automatically based on your settings.
Value provided: Active number indicator that deserves persistence.
No response - Timing to be optimized
Meaning: The client did not respond at the time of the attempt.
Key details:
- Number exists and is operational
- Timing of contact was not ideal
- Opportunity at a different time
Recommended action: Optimize contact times - Retry in different time slots
Value provided: Valuable data on the best times to connect with your audience
IVR Contact - Strategic decision
Meaning: Automated system answered (not a person)
Key Details:
- Corporate number or one with answering machine
- Requires a specific strategy for this type of contact
- Opportunity for specialized messages
Recommended Action: Evaluate special treatment - IVR-specific message or exclusion?
Value it brings: Intelligent segmentation of contact types for greater effectiveness
Incorrect number - Database cleaning
Means: The person who helped is not your target contact.
Key Details:
- Outdated data in your database
- Opportunity to sanitize information
- Prevent future failed attempts
Recommended Action: Update database immediately - Mark as invalid
Value Provided: Continuous improvement of your database for future efficiency
Canceled - Rules in action
Means: The system automatically canceled the request based on predefined rules.
Common causes:
- Outside of permitted hours
- Attempt limit reached
- Specific business rules triggered
Recommended action: Review and adjust rules if necessary
Value provided:Automatic protection against unwanted or inefficient practices
2. The strategic value you gain
For smart decision-making:
You understand the "why" behind each result.
You identify patterns that indicate opportunities or problems.
You optimize strategies based on concrete data.
You prevent wasted resources on invalid contacts.
For continuous improvement:
You learn from every interaction to refine your approach.
You detect trends that require strategic adjustments.
You maximize ROI by focusing on what really works.
You scale intelligently with validated learnings.
2.1 Practical application examples
Sales Case:
"When you see 40% 'No Responses' → You adjust your schedule to afternoons → You increase effective contacts by 25%"
Collection Case:
"When you identify frequent 'Wrong Numbers' → You clean up your database → You reduce failed attempts by 60%"
Support Case:
"By detecting 'IVR' in key numbers → You create a special flow → You improve first-call resolution by 35%"
3. How to use this guide to maximize results
Weekly status analysis:
- Review status distribution each week
- Identify trends that require action
- Adjust settings based on insights
- Measure the impact of changes made
By critical status:
Failed → Immediate technical review
Incorrect number → Priority database cleanup
No response → Schedule optimization
IVR → Development of a specific strategy
The Help module is not just a reference guide - it's your map to navigate the complex world of mass communications and transform every result, positive or negative, into an opportunity for learning and improvement.