Call Dispositions

Call dispositions allow you to track the outcome of phone calls with debtors. This feature helps document call results, keep phone number status accurate when a call is tied to an account phone number, and trigger automated workflows based on call outcomes.

Record an outbound call with a disposition and note, then verify it in Communication history.

What is a Call Disposition?

A call disposition is a classification of what happened during a phone call. It captures:

• Outcome - What was the result of the call (e.g., spoke with debtor, left message, wrong number)
• Direction - Whether the call was inbound, outbound, or available for both directions
• Phone status - Whether the account phone number is valid, disconnected, wrong, or needs another status, when the call is linked to that saved phone number

Logging a Call

You can manually log calls to document phone interactions with debtors.

From an Account

1. Navigate to the account
2. Click the Log Call button
3. Fill in the call details

Click to enlarge - Log Call option in the account action menu

Log Call Dialog

The Log Call dialog captures:

Click to enlarge - Log Call dialog with phone number, disposition, and note fields

Field	Description
On	Date and time of the call
Direction	Inbound, Outbound, or Transfer
Phone Number	The phone number used for the call
Duration	Length of the call (hours:minutes:seconds)
Phone Status	Current status of the saved phone number, shown only when the call is tied to an account phone record
Disposition	The call outcome classification
Add Note	Optional notes about the call

When editing an existing call, the On, Direction, Phone Number, and Duration fields are read-only. You can update the disposition, the saved phone status when one is attached, and the optional note.

Phone Status Options

When a call is tied to an existing account phone number, you can update that phone number's status from the call dialog:

Status	Description	Visual Effect
Good Number	Phone number is valid and reaches the debtor	Normal display
Wrong Number	Number belongs to someone else	Greyed out
Disconnected	Number is no longer in service	Greyed out
Other	Other status (needs review)	Greyed out

Manual logs

Manual call logs entered from the account toolbar use the Phone Number field. The phone status choices appear when the call is connected to an existing account phone number, such as when reviewing or editing a call created from a saved phone.

Call Directions

Dispositions are categorized by call direction:

Outbound Calls

Calls you make to debtors. Examples:

• Spoke with debtor
• Left voicemail
• No answer
• Wrong number

Inbound Calls

Calls received from debtors. Examples:

• Payment inquiry
• Dispute
• Callback response

Both Directions

Some dispositions apply to either direction and appear in both lists.

Transfer Calls

Transfer calls can use any configured disposition.

Using Call Dispositions

Setting a Disposition

1. Open the Log Call dialog
2. Select the call Direction
3. The Disposition dropdown will filter to show only relevant options
4. Select the appropriate disposition
5. Add any notes about the conversation
6. Click Save

Disposition Descriptions

Each disposition includes a description to help you select the correct one. The description appears below the dropdown when a disposition is selected.

Integration with Triggers

Call dispositions integrate with the Automation system. The system evaluates the latest call on the account when checking call disposition conditions.

Trigger Events

• Last Call Disposition is Set - Fires when a call disposition is set on the latest call

Trigger Conditions

• Latest Call Disposition is - Filter accounts where the latest call has a specific disposition

Example Automation

Scenario: Automatically change status when a debtor is confirmed deceased via phone call.

1. Create a trigger with event: "Last Call Disposition is Set"
2. Add condition: "Latest Call Disposition is Set to" -> "Deceased"
3. Add action: "Change Status to" -> "Deceased"

Call History

Logged calls appear on the account's Communication > Calls tab, showing:

• On date and time
• User
• Direction
• Number
• Duration
• Disposition, or Not Provided when no disposition was selected

Best Practices

Always Log Outcomes

Log every call with an appropriate disposition. This creates a complete contact history and enables accurate reporting.

Update Phone Status

When you discover a saved account phone number is wrong or disconnected, update the phone status immediately. This prevents wasted time on future call attempts.

Add Notes

Even brief notes about the conversation help other collectors understand the account history. Document payment promises, disputes, or important information shared.

Accuracy Matters

Select dispositions carefully - they may trigger automated actions and affect account status through the trigger system.

Common Dispositions

While your organization may have custom dispositions, common ones include:

Disposition	Direction	Use When
Spoke with Debtor	Outbound	Had a conversation with the debtor
Left Voicemail	Outbound	Left a message on voicemail
No Answer	Outbound	Phone rang but no answer
Wrong Number	Both	Number doesn't belong to the debtor
Disconnected	Both	Number is out of service
Debtor Callback	Inbound	Debtor returned a previous call
Payment Inquiry	Inbound	Debtor asking about payment options

Related Topics

• Automation - Set up triggers based on call dispositions
• Triggers - Create triggers that fire on call disposition events
• Good Numbers - Managing good-number accounts and phone status
• Notes and Alerts - Additional documentation options
• Call Backs - Scheduling follow-up calls