Why do calls go into the Calls In Error list (Advance)?

There are actually six unique reasons for a call being placed in a Campaign’s Calls In Error list. Calls in error, although they appear to be ‘sent’ to a separate list, actually remain in the CallsList table, with a CallStatus field value of 12. The reason for being In Error is then stored in the CallOutcome field.
Below is a list of all the reasons for Calls In Error (in order of popularity):

1. NO_PLAN_DEFINED (CallOutcome = 21) – This is when at the end of a dialling day, there is no Recycling Plan that matches the number of attempted days for a contact. This may simply be because they have not set up any plans for that Campaign, however a lot of the time the customer will have failed to set up existing plans correctly; their last attempted day plan must remove after 1 attempt for all outcomes, with a maximum daily attempts of 2 or more.
2. CALLBACK_NOT_PROCESSED (CallOutcome = 22) – This is when a scheduled callback is not made successfully during the target day. At midnight the overnight processing will put this into an error state. From Callmedia 4.2 onwards, the customer can choose to reassign calls to the same user or team for either the same time or any time during the next dialling day. This can be set using Campaign settings.
3. CALL_WAS_IN_PROGRESS (CallOutcome = 23) – This is when a call was in progress (usually Preview/Progressive) and from that point we did not hear anything about it. This could be, for instance, because the Client software was stopped or the network connection was interrupted. Because the client software can no longer advise Advance of the outcome of the call (completion, recycle reason, etc…) its CallStatus will not change from 1, and at midnight it will be moved to error.
4. CALL_GIVEN_TO_DIALER (CallOutcome = 24) – In Predictive mode, this would be the result of a system (dialler) crash. All calls that have been given to the Dialer will have a LockedStatus = 3, during overnight processing these get placed in Error.
5. DUPLICATE_NUMBER (CallOutcome = 25) – In older versions of Advance, the system would check calls as they were being processed, to ensure that the same number wasn’t being dialled more than once. Due to increased processing time needed, this is no longer in use.
6. INTERNAL_ERROR (CallOutcome = 26) – ‘Catch-all’ error code. If the call cannot be progressed by Advance for any reason other than the above, then the call will be placed in error for this reason.

NOTE: Also present in Advance in Callmedia 4.4 are the following: REPAIR_REQUIRED (CallOutcome = 27) and BLANK_NUMBER (CallOutcome = 28). These codes are not currently in use.