Nexum Platform Guides

CRM Settings: Statuses, Result Codes, Call Hours and Attempt Limits

CRM Settings controls the rules the whole CRM runs on. Changes take effect for every agent right away, so set them deliberately.

These screens enforce your rules exactly. Make sure they're the right rules.

Summary

CRM Settings defines account statuses, result codes, industries, commission rules, legal call hours and attempt limits.

Statuses and result codes shape what agents can choose and how accounts move.

The screens enforce what you enter; they don't decide what's legal.

Key takeaways

Have counsel review call hours and attempt limits before go-live.

Deactivate statuses instead of deleting them so history stays correct.

Tell agents to reload after you change statuses or codes.

What CRM Settings controls

CRM Settings, available to super admins, holds the rules the whole Nexum CRM runs on:

Account statuses.
Communication result codes.
Industries.
Commission rules.
Legal call hours.
Call attempt limits.

Changes here affect every agent immediately.

Account statuses

Statuses describe where an account stands. To add one, open CRM Settings → Account Statuses → + New Status. Each status has:

Code: a short code such as PTP. It can't be changed after creation.
Internal name (required).
Consumer-facing name: the plain name shown outside the agency, for example "In Collections."
Category and color: how the status is grouped and displayed.

To edit, click Edit, change what you need and save. A status that's already in use can't be deleted; it's deactivated instead, so history stays correct.

Result codes

A result code is what an agent picks when logging a contact: No Answer, Left Voicemail, Right Party Contact, Promise to Pay Secured, Debt Disputed and so on. Each has a short code in lowercase with underscores and a channel (Call, Text, Email, Mail or General). A result for a specific channel appears only for that channel and for General. Some results move the account's status automatically.

Call hours

Set the hours during which calls may be logged, based on the debtor's state. Outside those hours, logging a call is blocked with a red bar on the account and on My Desk.

Attempt frequency limits

Set the maximum number of call attempts per account per day and per seven days. You can add an override for a specific debt type with + Type Override, entering the type, the daily maximum and the seven-day maximum. Once a limit is reached, Log Contact is blocked with a red bar.

Set these limits to match your legal obligations and your own policy. For example, Regulation F sets a presumption around call frequency for consumer debts that many agencies build their limits around. Confirm the right values with counsel.

The important caveat

Check federal and state rules, client requirements and your agency's policies before changing call hours and attempt limits. These screens enforce what you enter; they don't decide what is legal. See does software guarantee FDCPA compliance.

Practical tips

Keep status codes short, clear and consistent.
Map each result code to the status it should set, and test it.
After editing statuses or result codes, agents may need to reload the page.
Document every change and the reason, especially for hours and limits.

Why it matters

A well-configured CRM Settings page turns your compliance policy into automatic guardrails on every screen. A careless one turns it into an automatic mistake. Treat it like policy, because it is.

See it working in your agency

Book a 30-minute guided Nexum demo built around your agency's real bottleneck, or call 502ZONE directly at (786) 524-4252. Nexum Open CRM is free: no license fee, no seat fees, no subscription. Add 502ZONE modules only when you want more recovery.

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