Attempt Control

Options in the Attempt Control section allow you to control how many times Dialer will traverse the contact list after its initial attempt. You can also set thresholds that limit the number of contact attempts allowed, after which a contact will no longer be called—or allow unlimited per-number, per-record, and per-day contact attempts. You can also set the status that Dialer will put the agent into when a Dialer call disconnects but has not been dispositioned.

Max Times to Recycle

This setting determines the number of additional times that Dialer will go through the contact list after dialing it an initial time.

Use the spin control to set the maximum number of times the Outbound Dialer Server should cycle through the contact list before ending the campaign. This number sets the maximum number of times (plus 1) that this campaign should cycle through the contact list in an effort to reach contacts that could not be reached before.  When this threshold is reached, the Outbound Dialer server will end the campaign after one more recycle.

Selecting the Unlimited check box allows an infinite number of recycles.

NOTE: A recycle operation is the act of starting over at the beginning of the list and going through it again, so restarting the contact list 4 times results in 5 total times through the list since the first time through the list doesn't require a recycle operation. For example, a campaign with Max times to recycle = 4 will cycle through its contact list no more than five times.  The campaign terminates when the campaign achieves call connect with everyone on the contact list, or after the campaign has been recycled five times, whichever comes first.

Minimum minutes before next dial

This setting establishes a minimum amount of time that must pass before Dialer may attempt to dial the same contact.  It can be used to conform to regulatory requirements.  The number of minutes sets the minimum period of time between dials to the same record. All Contact Columns will be called when this record is attempted. This setting applies to regular outbound calls. It does not apply to scheduled calls. This setting is enforced on campaign recycle by excluding the record from the recycle table. The LastCalledUTC column in the record's table entry is used to evaluate Minimum Minutes To Next dial on a recycle. This field updates when a contact is attempted and is controlled by the “Increment the attempts counter” check box found in a Wrap-Up Category configuration.

NOTE: When using this setting and Max attempts per day, customers should ensure that campaigns running concurrently do not have filters whose record selections overlap.

Max Attempts

The Max attempt thresholds allow you to set the number of contact attempts after which a contact is no longer called. You can conversely allow unlimited per-number, per-record, and per-day contact attempts. You can also specify how you want to implement the Max Attempts count.

Per Number limits the number of times that each individual telephone number within a contact record will be dialed. Contact attempts that exceed the configured limit are marked as do-not-call records in the Phone Number Detail (PND) table used by the campaign. The status for the number is set to "A" in the PND table to prevent the number from being attempted again.  "A" indicates that maximum retry attempts for busy, answering machine, no answer etc. have been reached for a telephone number. It will never be called again. You can check Unlimited to allow any number of dials.

Per Record  limits the total number of times that a contact record will be dialed. Contact attempts that exceed this limit are marked as do-not-call records in the contact list table used by the campaign. The status for the record is set to "A" to prevent the record from being dialed again. You can check Unlimited to allow any number of dials.

Per Day restricts the number of contact attempts that can be performed in a day. The value you specify sets the maximum number of times a contact will be attempted in a day. You can check Unlimited to allow any number of contact attempts.

NOTE: You can specify exactly how you want to define a day by using the Max Attempts daily call list queries reset setting which you'll find on the General tab in Global Dialer Settings.

Max Attempts Per Day Enforced By

This setting permits you to specify how you want to implement the Max Attempts count on a per day basis by selecting either Record or Phone Number.

By selecting Record, you can specify that the daily max attempts setting applies per record regardless of how many phone numbers the record contains. For example, if there are 3 phone number fields in a record and the campaign attempted all 3 in a single recycle, that would count as an attempt of 1.

By selecting Phone Number, you can specify that the daily max attempts setting applies per phone number regardless of how many phone numbers the record contains. For example, if there are 3 phone number fields in a record and the campaign attempted all 3 in a single recycle, that would count as an attempt of 3.

Follow Up Status

Selects the status that Dialer will put the agent into when a Dialer call disconnects but has not been dispositioned yet. A typical selection might be "Follow Up". The list allows selection of any agent status defined in CIC. Furthermore, this setting interacts with the wrap-up settings on the workgroup. For example, when the workgroup associated with a Dialer campaign has wrap-up settings defined, those settings will only be used for inbound interactions.  Outbound interactions will always use this Follow Up Status setting.