The default inbound call result code, “INBOUND” is set when customers hang up while the call is going through the IVR routines.

Inbound calls are often configured to be automatically looked-up and matched with an outbound Lead. If the Lead is matched, various fields in the Lead table like 'if to call again', 'when to call again', and the last outbound result code are overwritten using the rules of the INBOUND result code.

A new feature has been implemented that allows you to change the default INBOUND result code so that the Lead is not updated even when matched. (A history entry is still made against the lead).

This option is called 'do not update' and can be applied to any result code that has Inbound set as the status.

Setting the do not update option

The option for do-not-update can be set as part of the 'Recall' section for the Result Codes admin page in Manager Portal. The option is called Do Not Update. This option is only available when the Lead Status of the result code is set for 'Inbound'.

Other Important Information

Even with do-not-update enabled, a History record will still be created containing the Lead ID, if it is matched.

An IVR routine that changes the result code to something other than “Use Default” will, naturally, cause the result code for the call to change causing the Lead to be updated unless that result code is also marked as do-not-update.

A call that goes to an agent will set the result code of the call when dispositioning it. The Lead will be updated unless the result code is also marked as do-not-update.