Contents

Availability of Policy Conditions and Behaviors

Conditions

Behaviors

Conditions determine whether a policy object applies to an individual contact record.

You can define different types of conditions based upon whether the policy is PreCall, Call Analysis, or Disposition type.

Behaviors determine what happens when the conditions are evaluated to true.

Behaviors are conceptually similar to Rule Actions, and in some cases, Behaviors perform the same type of work as Actions do. For example, both Rule Set Actions and Policy Set Behaviors can send an Email message. The difference is that Rule Sets provide control over campaigns, while Policy Sets provide control over the processing of individual contact records.

Numerous conditions and behaviors are available for use with contact policies. The available conditions and behaviors vary according to the type of policy configured. Certainly, it does not make sense to evaluate the result of call analysis before the call is even dialed. For this reason a Call Analysis condition is not available to PreCall policies. Likewise, it does not make sense to choose not to dial a call after the interaction has already completed. Accordingly, Disposition policies cannot have Call Routing behaviors.

Note: It is expected that Dialer will not wait for handlers in DIsposition/Call Analysis policies.

The table below lists the conditions that are available for each evaluation type.

	Policy Evaluation Type
Condition Type	PreCall	Call Analysis	Disposition
Abandon			X
Attribute	X	X	X
Call Analysis		X
Call Attribute		X	X
Call Category	X	X	X
Disposition			X
Duration		X	X
Phone Number Details	X
Phone Number Type	X	X	X
Statistic	X	X	X
Time	X	X	X

The behaviors available for each evaluation type are:

	Policy Evaluation Type
Behavior Type	PreCall	Call Analysis	Disposition
Agentless		X	X
Attribute	X	X	X
Call Analysis	X
Call Attribute	X	X	X
Call Routing	X
Callback	X	X	X
Calling Party	X
Contact Columns	X
Custom Handler	X	X	X
Disposition	X	X	X
Email	X	X	X
Event Log Message	X	X	X
Number to Dial	X

Policies in Preview Dialing Mode

Special considerations apply when policies are used in a preview mode campaign. Pre-call policies are evaluated before the preview data pop is sent to an agent on a preview campaign. Call Analysis policies are ignored, and all disposition policy conditions and behaviors apply to preview campaigns.

Call Analysis policy behavior type is ignored.
Call Routing policy behavior type does not pop data to agent if "Do Not Dial" is selected. ACD options are not applicable in preview mode.
For contact columns policy behaviors, the first column in the list specifies the number dialed when "PlacePreviewCall" is invoked.