System Result Codes are configured by default within your MaxContact instance. These codes are automatically applied by the system in specific scenarios.
The table below explains what each System Result Code means and when it is applied.
| System Result Code | Short Description | Summary |
| ABANDON | Abandoned in the queue | Applied when a caller disconnects while waiting in a queue within an IVR, after exceeding the configured Abandon Threshold. |
| BAD | Bad phone number | This result code is not currently in use. |
| BLACKLIST | Inbound call was blocked | Applied when an inbound call is received from a number listed on the Inbound Deny List. |
| BRIDGE | Bridge call (Internal) | Default result code for bridge transfers when Hot Key is not enabled. Applied to the bridge portion of the call - the section between the customer and the external party after the agent completes the transfer. |
| BRIDGE_WARM | Bridge call (Warm Transfer) (Internal) | Default result code for bridge transfers when Hot Key is not enabled. Applied to the conference portion of the call, where the agent, customer, and external party are connected together. |
| CANCEL | External Transfer cancelled | Default result code applied when a transfer is cancelled while Hot Key is not enabled. Used when a call between the agent, customer and third party is ended before the transfer is successfully completed. |
| HKT | Hot key transfer | A default result code created within the system. It can be used in your Result Code Plans to enable call transfers. |
| HKT_BRIDGE | Hot key transfer (Internal) | Default result code for bridge transfers when Hot Key is enabled. Applied to the bridge portion of the call - the section between the customer and the external party after the agent completes the transfer. |
| HKT_CANCEL | Hot key transfer cancelled | Default result code applied when a transfer is cancelled while Hot Key is enabled. Used when a call between the agent, customer and third party is ended before the transfer is successfully completed. |
| HKT_WARM | Hot key transfer (Warm transfer) (Internal) | Default result code for bridge transfers when Hot Key is enabled. Applied to the conference portion of the call, where the agent, customer, and external party are connected together. |
| INBOUND | Call disconnected within IVR | Applied when a caller disconnects while waiting in a queue element before reaching the configured Abandon Threshold. |
| KICKED | User kicked from call | Default result code applied when a user is kicked from their current interaction. |
| KICKBARGE | User has been kick-barged from the call | Default result code applied when a user is kicked from their current interaction by a supervising user who has barged into the call for coaching or monitoring purposes. |
| LIVEANS | Live answer (Person) | Default system result code applied when a call connects through an External Transfer element in an IVR. Also used as a temporary placeholder when a call connects to an agent. If the agent disconnects before applying a disposition (for example, due to connection loss), LIVEANS remains on the call record. |
| MAXTO | Maximum timeout reached | Applied when a call times out while in a connecting state, before it begins ringing. |
| NOCARRIER | No carrier | Indicates a carrier-related issue preventing the call from completing. If this result code is observed, please raise this with the Support team. |
| NOCPA | No call progress analysis | Applied when the system cannot complete Call Progress Analysis (CPA) during call setup. CPA listens to the call audio during the connection phase to determine whether the call has reached:
|
| OB-ABAN | Outbound abandon | This result code is not currently in use. |
| SKIPPED | Skipped record during preview | Applied when a user skips dialling a lead while working in a Preview campaign. |
| SYSANSMACH | System detected answering machine | Applied when Answer Machine Detection identifies an answering machine on an automated outbound call. |
| SYSBUSY | System detected busy tone | Applied when a busy tone is detected on an automated outbound call. |
| SYSDROP | System detected dropped call | Applied when an automated outbound call cannot be allocated because no agents are available. |
| SYSFAX | System detected fax | Applied when a fax or modem tone is detected on an automated outbound call. |
| SYSNOANS | System detected no answer | Applied when an automated outbound call rings but is not answered. |
| SYSOI | System operator intercept | Applied when the carrier intercepts the call and it cannot be completed. Further detail can be found in the Cause Value or SIP Code recorded against the call. Common scenarios include:
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| UNCONTACT | Uncontacted record | Applied when Call Progress Analysis fails after the call connects and the system cannot determine whether a live person or answering machine answered. |
| USER | Agent nail-up | Default result code applied to a user's nail-up call when logging into a campaign. This result code is not visible in the front-end. |
| YANK | Yanked call | Applied when the ‘No Agent Disconnect’ setting is enabled and an automated outbound call continues ringing beyond the configured Min Ring Time Yank (Secs). The call is ended to prevent it from being classified as a dropped call. |
INTERACTION-BASED SYSTEM RESULT CODES | ||
| System Result Code | Short Description | Summary |
| IABANDONED | Interaction abandoned | Applied when a customer disconnects from an interaction after exceeding the queue’s Abandon Threshold. |
| IBRANCHED | Interaction branched | Default result code applied when an interaction is branched. |
| ICANCELTERMINATE | Cancel terminate interaction | Applied when the system attempts to terminate an interaction but the process is cancelled before completion. |
| ICUSTOMERTIMEOUT | Interaction customer timeout | Applied when a customer disconnects from an interaction while waiting in a queue, before reaching the configured Abandon Threshold or channel timeout. |
| IDUPLICATETERMINATE | Duplicate terminate interaction | Applied when the system receives a termination request for an interaction that has already been terminated, or where termination is already in progress. The duplicate request is ignored. |
| IRECEIVED | Interaction received | Default result code applied when an interaction message is received by the system. |
| ISENT | Interaction sent | Default result code applied when an interaction message is sent from the system. |
| ITERMINATED | Interaction terminated | Applied when an interaction has been ended and all active messages associated with it are closed. No further messages are accepted for the interaction. |
| ITIMEOUT | Interaction timed out | Applied when a customer exceeds the channel timeout limit while waiting in a queue. |
| ITXMOVED | Interaction session was moved | Applied when an interaction session is moved or transferred, for example to a different queue, channel, or agent. |
| ITXUSERDISCONNECT | User disconnected before handling | Applied when a user disconnects from an interaction before applying a disposition. |