Call Dispositions

Call dispositions allow you to track the outcome of phone calls with debtors. This feature helps document call results, update phone number statuses, and trigger automated workflows based on call outcomes.

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 or outbound
• Phone status - Whether the number is valid, disconnected, or wrong

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

Log Call Dialog

The Log Call dialog captures:

Field	Description
On	Date and time of the call
Direction	Inbound (debtor called in) or Outbound (you called out)
Phone Number	The phone number used for the call
Duration	Length of the call (hours:minutes:seconds)
Phone Status	Current status of the phone number
Disposition	The call outcome classification
Note	Optional notes about the call (recommended)

Phone Status Options

When logging a call, you can update the phone number's status:

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

Phone Greying

When you mark a phone as Wrong Number, Disconnected, or Other, the number will appear greyed out on the account. This visual indicator helps collectors quickly identify which numbers are unreliable.

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.

Using Call Dispositions

Setting a Disposition

1. Open the Log Call dialog
2. Select the call Direction (Inbound or Outbound)
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:

Trigger Events

• Last Call Disposition is Set - Fires when any call disposition is logged

Trigger Conditions

• Latest Call Disposition is - Filter accounts where the most recent 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

All logged calls appear in the account's communication timeline, showing:

• Call direction (inbound/outbound icon)
• Phone number called
• Date and time
• Duration
• Disposition (if set)
• Any associated notes

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 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 verified phone numbers
• Notes and Alerts - Additional documentation options
• Call Backs - Scheduling follow-up calls