Call disposition codes for sales calling teams
Twelve call outcomes in three groups: connected, not connected and do not call. Each one says what it means, when to pick it, what to do next and when to call back. Use them in a CRM, a spreadsheet or on paper.
- Three groups, twelve codes
- Follow-up timing for each
- Copy as CSV
What a disposition code is
A disposition is the outcome a caller records when a call ends: no answer, asked to call later, meeting booked. A short, fixed list of them turns a pile of calls into numbers a manager can read, and tells the next caller what to do.
The list below is LumaKol’s General Sales set, the outcomes a new workspace starts with unless it picks an industry template. The follow-up timings are the defaults the app books when a caller picks the outcome.
The twelve codes
Grouped the way a caller thinks after hanging up: did anyone answer, and what did they say?
Connected
Someone answered. These outcomes count towards your connect rate.
Hot: ready to buy
HOT- What it means
- The lead wants to go ahead soon and can make the decision.
- When to use it
- They asked for a price, a quote, a visit or the next step without being pushed.
- Next action
- Send what they asked for during the call or straight after it, and agree when you will speak again.
- Follow up
- Next day
- Stage in LumaKol
- Qualified
Needs information
NEEDS_INFO- What it means
- Interested, but wants details before deciding.
- When to use it
- They asked for a brochure, a price list or a message with the details.
- Next action
- Send the details within the hour, then call to check they arrived and answer questions.
- Follow up
- In 2 days
- Stage in LumaKol
- Interested
Meeting / visit booked
MEETING_BOOKED- What it means
- A meeting, demo or site visit has a date and time.
- When to use it
- The lead agreed to a specific slot.
- Next action
- Send a confirmation with the time and place, and a reminder a few hours before.
- Follow up
- At the meeting time, set by the caller
- Stage in LumaKol
- Qualified
Asked to call later
CALL_BACK- What it means
- They could not talk, but did not say no.
- When to use it
- They were driving or in a meeting, or asked for a better time.
- Next action
- Ask for a time and write it down. Call at that time, not earlier.
- Follow up
- At the time the lead gave, set by the caller
- Stage in LumaKol
- Contacted
Not interested
NOT_INTERESTED- What it means
- They heard the offer and declined.
- When to use it
- A clear no, with or without a reason.
- Next action
- Write the reason in one line and close the lead.
- Follow up
- None
- Stage in LumaKol
- Lost
Wrong number / not decision maker
WRONG_PERSON- What it means
- Someone answered, but not a person who can buy.
- When to use it
- The number belongs to someone else, or the person who answered does not decide.
- Next action
- Ask for the right person’s name and number, then update the lead or add a new one.
- Follow up
- None booked; add one if you got a new contact
- Stage in LumaKol
- No change
Won
WON- What it means
- The sale is closed.
- When to use it
- Payment, a signature or a firm order.
- Next action
- Hand over to delivery or onboarding and record the value.
- Follow up
- None
- Stage in LumaKol
- Won
Not connected
Nobody answered, or the number does not work. The lead stays open for another try unless the number is invalid.
No answer
NO_ANSWER- What it means
- The phone rang and nobody picked up.
- When to use it
- The call rang out or went to voicemail.
- Next action
- Try again later the same day, at a different hour.
- Follow up
- In 3 hours
- Stage in LumaKol
- No change
Busy
BUSY- What it means
- The line was engaged or the call was declined.
- When to use it
- You heard a busy tone, or the call was cut after a ring or two.
- Next action
- Try again soon; the person is near the phone.
- Follow up
- In 1 hour
- Stage in LumaKol
- No change
Switched off / unreachable
SWITCHED_OFF- What it means
- The phone is off or out of coverage.
- When to use it
- The network played a switched-off or not-reachable message.
- Next action
- Try the next day. If it keeps happening, send a message or look for another number.
- Follow up
- Next day
- Stage in LumaKol
- No change
Invalid number
INVALID_NUMBER- What it means
- The number does not work.
- When to use it
- The network says the number does not exist, or digits are missing.
- Next action
- Check the number for typing mistakes. If it is right, close the lead.
- Follow up
- None
- Stage in LumaKol
- Lost
Do not call
The person asked not to be contacted. Stop calling and keep the record of the request.
Requested no contact
DO_NOT_CALL- What it means
- The person asked you to stop contacting them.
- When to use it
- Any clear request not to be called or messaged again.
- Next action
- Stop calling and messaging. Keep the lead and this outcome as the record of the request.
- Follow up
- None
- Stage in LumaKol
- Lost, and the LumaKol phone apps will not dial the lead again
Make the list your own
Start from these twelve, then change them to match the calls your team really has.
- 1
Keep it short
Twelve to sixteen outcomes fit on a phone screen. Group them under short headings so the eye lands on the right cluster.
- 2
Use the words callers say
Name outcomes the way callers describe calls, such as “Send details”, rather than report language.
- 3
Give each one a next step
Each outcome should set a follow-up time, move the stage, or close the lead, so nobody has to remember what comes next.
- 4
Ask questions only when they matter
Attach a question to an outcome only if the answer changes what happens next, such as a reason after “Not interested”.
- 5
Test it on live calls
Sit with two callers for an hour. If a common outcome takes more than one tap or needs typing, change it before the rest of the team sees it.
What an outcome does in LumaKol
When a caller picks an outcome after a call, the app does the paperwork.
The lead’s attempt count goes up, and the call is recorded on the lead’s timeline with its duration and note.
The next follow-up is booked from the outcome’s default, unless the caller picks another time.
The lead moves to the outcome’s stage. An outcome that closes the lead as won or lost clears any follow-up.
The calling queue stops offering a lead after five attempts by default. Admins can change the limit.
After “Requested no contact”, the Android and iPhone apps refuse to dial that lead.
Questions about disposition codes
What is a call disposition code?
A short label for the outcome of a call, picked from a fixed list when the call ends. The code is the machine-friendly version, such as NO_ANSWER, that a spreadsheet or CRM can count and filter.
How many disposition codes should a sales team use?
Enough to cover nine calls in ten with one tap, and few enough to fit on a phone screen. Twelve to sixteen works for most sales teams; more than that and callers start picking the first one that is close.
Why keep Busy and No answer apart?
They lead to different retries. A busy line means the person is near the phone, so another try in an hour often works. No answer is better retried a few hours later, at a different time of day.
What is the difference between Invalid number and Wrong number?
Invalid number means the number does not work at all, so the lead is closed. Wrong number / not decision maker means someone answered, but the wrong person; the call counts as connected and the lead stays open while you find the right contact.
Is a disposition the same as a pipeline stage?
No. A disposition describes what happened on one call; a stage describes where the lead is overall. A good disposition moves the stage for you, as Meeting / visit booked moves a lead to Qualified.
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