Dialer outcomes, callbacks and CRM promotion

Open the page

Dialer > Workspace > claimed prospect > Wrap-up. Dialer access and the relevant action permissions are required.

Record the result

1. Choose Disposition and read its help. The default list can include No Answer, Interested, Callback, Wrong Number, Not Interested and Do Not Call; account-defined sets may differ. Enter Agent Remarks and Callback At when required by the disposition.
2. Mark this number as do-not-call when appropriate; a configured disposition can also select that flag. Verify the outcome and number before saving.

Choose how to finish

1. Save Outcome Only records the outcome and clears the current prospect. Save Outcome & Load Next saves and requests another item; Schedule Callback Only requires Callback At, records the callback and also requests the next item. In Power mode the next claim can start a call after the after-call interval.
2. When enabled and the disposition permits it, Promote this call outcome into CRM and choose CRM Lead Status or keep the matched contact status. Saving may create a CRM contact or link activity to a matched contact. If promotion fails after the disposition is saved, the interface reports that the dialer outcome was already saved; investigate before retrying.
3. Example: save a Callback disposition with an agreed callback time and notes, or save only if you do not want to immediately load another prospect.

All nested settings guides

Outcome effects

A disposition save increments attempts, clears the claim and records a log. DNC takes precedence and suppresses the selected dialed phone where available; WRONG_NUMBER also creates a wrong-number suppression for the selected dialed number (or the primary number if no matching dialed number was supplied). A future callback time or CALLBACK code yields CALLBACK, while other outcomes become COMPLETED. A callback-required flag makes the form require Callback At; Schedule Callback Only separately sets CALLBACK, logs it and releases the claim without the disposition-save path. The form does not require a future date; use the agreed time and check the queue.

CRM promotion is a second operation after the outcome save: it can match or create a contact, update a selected lead status and follow-up, add a follow-up task and call timeline entry, and mark the item promoted. An error can occur after some CRM changes; inspect both contact and queue before retrying. A status choice is optional; Keep matched contact status sends no change. Where the promotion preview exposes Open CRM Contact, it opens the linked or matched contact in a new tab for review; opening it is not a promotion save. Configured promotion and DNC flags influence the form but permissions and account rules still apply.