Thanks Paul , i also tried it at my lab and looks like that Auto schedule Callback like "busy" doesn't override the Maximum Attempts and it will stop calling the contact record at 3 even if busy is configured to be 5 and will flag the record status to be "A".
What i also noticed that in case auto-scheduled callback busy configured to be 3 and Maximum attempts are 5 , after detecting 3 busies the contact record is flagged with "F" and will not be dialed again , is there specific reason for that ?
Regarding your comment , if i didn't use the auto schedule callback , then it will use the general settings at Recall control ( Max attempts and Minimum time to wait before next dial ) and will be the same settings for all CPA "Busy , Fax , No answer , ...etc." and sometimes customer needs to differentiate the attempts and interval per each call reason.
Thanks,
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Aly Nofal
System Engineer
IST Integration Services And Technologies Co.
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Original Message:
Sent: 05-28-2019 16:53
From: Paul Simpson
Subject: Dialer Settings
Hi!
You need to think very carefully before using AutoScheduled callbacks. The question is, what does the analysis actually tell you?
If you get a busy, then there is a good chance that the person is there and willing to answer the phone. It therefore makes (some) sense to try again in a few minutes.
If you get no answer, or a machine, it really doesn't tell you anything other than that the person didn't answer. It doesn't tell you WHY. Therefore, you have no idea when the situation might change. Since any delay before calling abck is as good as any other, you may as well allow the recycle to deal with it.
The problem with auto-scheduled callbacks is threefold:
- If you are not careful, you can get "stuck" at the top of the list, processing callbacks, rather than proceeding down the list to contacts who might answer.
- If you have multiple numbers for a contact (say, Home, Mobile and Work) and you have a callbacks scheduled on one number, Dialer won't attempt the other numbers.
- Once you hit the maximum retries, the contact won't be called again. Ever!
I have seen tool many people assume that since there is a setting available, they need to use it. This is a case of "less is more".
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 05-27-2019 06:59
From: Aly Nofal
Subject: Dialer Settings
Thanks Guys , Logically shouldn't effect each others due to different counters , also i will give it a try at the Lab and let you know what i found.
Thanks,
Aly Nofal
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Aly Nofal
System Engineer
IST Integration Services And Technologies Co.
Original Message:
Sent: 05-27-2019 02:46
From: Rafal Gaworski
Subject: Dialer Settings
It is two deferent counters (Attempts and AttempsBusy) in dialer contact list table. If your record achieves one of them it will be stopped calling.
Ps. Some SIT codes have not increased Attempts index by default, you can configure it in wrapup configurations.
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Rafal Gaworski
Telefonix Sp. Z o.o
Original Message:
Sent: 05-25-2019 20:42
From: Aly Nofal
Subject: Dialer Settings
Hello Guys ,
I need your help please regarding the following:
Dialer Container @ IA >> Campaigns >> Recall Control:
1- Attempt control
2- Auto scheduled callback
Do the settings configured at Attempt control effect the Autoscheduled callback settings like busy , no answer , ...etc ?
Example:
If Max attempts is configured to be 3 per record.
Autoscheduled callback @ Busy is configured to be 5 Attempts with 10 mins interval.
Will the dialer make the 5 attempts of Busy then switch the record status to "A" or it will be switched to "A" after 3 attempts only ?
Thanks,
Aly
#Outbound
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Aly Nofal
System Engineer
IST Integration Services And Technologies Co.
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