Multiple Phone Number Columns

Interaction Dialer can dial multiple telephone numbers to reach a contact. Furthermore, each phone number can be associated with a user-defined phone number type (work, home, cell, and so on). This enables statistics per phone number type, and enhanced management of phone numbers, such as time zone blocking, attempts counters, and DNC status on a per phone number basis.

If multiple telephone number columns are added to the contact list, Interaction Dialer can be configured to dial these numbers in a prescribed order, until the contact is reached. In the event that a callback is scheduled, the number that was used to reach the contact will be dialed when the callback matures.

• Contact list tables can contain as many telephone number fields as are needed. There is no limit to the number of phone numbers that can be stored for each contact.

• When more than one telephone number is configured, it may take longer to cycle through the contact list, since Interaction Dialer may place more than one phone call to reach each contact.

• If a contact number is empty, the next prescribed telephone number is dialed. Not everyone has a cell phone or work number, for example.

• It is the customer's responsibility to add supplemental telephone number fields to the contact list table. Fields can use any valid attribute name.

• The order in which numbers are called is configurable.

• Scheduled callbacks use the number that initially reached the contact, unless the agent edited the callback number. If so, that changed number is written to the database and will be dialed when the callback matures, instead of the number that initially reached the contact.