Required security profile permissions: Skills Edit
The overall attempts configured in this page apply to entire records, not just individual numbers. You can overwrite this at the phone number level in the Cadence Settings.
The rest periods applied in this page apply to individual phone numbers.
Retry Settings
The following are best practices when you set up your retry settings:
- Limit the calls per day. Calling multiple times in a day could upset the contact.
- Call at different times. Setting the rest period to 24 hours results in the dialer calling the contact at the same time everyday. Instead, try 27, 29, or 31 hours for variation in time frame.
- You might have to reduce the rest period depending on the number of records and calling goals.
- Consider using Proactive XS for complex retry logic.
- Load Non-Fresh
- When selected, includes numbers from records that Personal Connection (PC) has already attempted in the calling list. If you clear this field, numbers that PC has already attempted do not appear in the calling list. This ensures that PC only tries records once. This option is also available in General Settings. When you change the setting in one location, the value in the other section updates automatically to reflect the change.
- Maximum Attempts
- The maximum number of times PC attempts to dial a record before exhausting it. This option is also available in General Settings. When you change the setting in one location, the value in the other section updates automatically to reflect the change. Minimum Retry Minutes and Maximum Attempts represent skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge defaults if you do not overwrite them at a phone number or outcome level.
- Minimum Retry Minutes
- The minimum number of minutes PC waits before retrying a record. This option is also available in General Settings. When you change the setting in one location, the value in the other section updates automatically to reflect the change.
- Maximum Number of Handled Calls
- Maximum number of call attempts that are answered by a live contact. This is a separate counter of the number of times an agent handled the phone number; for example, you might allow 12 attempts but only three answered call outcomes not defined as answering machine.
- Finalize When Exhausted
- Specifies that when the record is exhausted based on maximum attempt settings, the record is finalized and listeners notified. When selected, PC does not recover previously exhausted records. When not selected, PC parks the records and, once increased, allows more attempts on the parked records.
- Restricted Calling Minutes
- The period of time to monitor the repeated effort to reach any one particular contact. It works with the Restricted Calling Max Attempts to control the number of repeated calls that PC can attempt in a defined period of time. For example, you could set it up so that, regardless of the outcome, PC cannot attempt more than three calls to record during a three-hour period. If you set up busy signals to retry in 20 minutes with up to 15 attempts, then after three attempts the system would take a three-hour rest before attempting another three times, assuming it continued to reach a busy signal.
- Restricted Calling Max Attempts
- The maximum number of call attempts allowed for any one particular contact within the restricted call period defined in Restricted Calling Minutes. It helps control the number of repeated calls that can occur in a defined amount of time.
- General Stale Minutes
- The amount of time in minutes that a non-callback outbound contact can stay in the pacing queue before PC returns it to list management for reevaluation
Callback Settings
Callback Settings apply not only to callbacks, but to timed call requests after PC makes the first attempt. If PC is unable to make a first attempt on the call within the stale minute period, it finalizes the record.
- Callback Rest Minutes
- The amount of time in minutes after the Callback Stale Minutes have passed that the dialer must wait between callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. attempts when it has not reached the right party.
- Release Agent-Specific Calls
- Specifies what happens when the agent requested for an agent-specific callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. no longer has the required skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge when the callback time arrives. When selected, PC releases calls scheduled for the removed agent to the skill for general agent delivery. When not selected, PC finalizes calls scheduled for the removed agent.
- Maximum Number of Callbacks
- The number of times agents can mark a single record for callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. before it becomes exhausted.
- Callback Stale Minutes
- The amount of time in minutes that a callbackHolds a customer's place in queue and automatically calls the customer when they move to the front of the queue. can stay in the pacing queue before the system returns it to list management for reevaluation. If you leave this blank, callbacks do not go stale. The default is 15 minutes, but you should adjust this according to your call length. If you have a longer call duration, increase it to give the system a chance to deliver the callback as the next record. If you have a shorter call duration, you should decrease it to prevent callbacks from stacking up in the queue, affecting cluster performance.
Retry Management
Designates retry settings for individual call outcomes. For example, you could change the retry settings on the Busy outcome to attempt dialing a contact five times with a five-minute delay between each attempt.
- Name
- The name of the call outcome.
- Rest Period
- The currently configured length of time PC rests from attempting a destination where this action occurred.
- Max Attempts
- The maximum number of attempts PC can make on a destination where this action occurs.
- Active for Calling
- Whether or not the outcome is available as a result for outbound calls.
Edit Retry Setting
- Name
- The name of the call outcome.
- Time Delay Before Retry
- The amount of time in Days, Hours, and Minutes that PC must wait between another attempt after the number produces this outcome.
- Override Max Attempts
- The maximum number of times that PC can attempt a number that produces this outcome. This setting overrides the global default.
- Active for Calling
- Indicates that the outcome is available as a result for outbound calls.
