We want to use Treatments to handle the following case, but can't seem to come up with a solution that does not involve custom code and/or using multiple records in the calling list.

Scenario:
Each customer has two phone numbers. We want treatments to handle the following case for a single customer:
- first attempt using first phone number, rings busy, wait 20 minutes
- second attempt using first phone number, no answer, wait 20 minutes
- third attempt using second phone number, busy, wait 20 minutes
- fourth attempt using second phone number, no answer. [completed all attempts for customer 1, go to next customer]

Initially, we wanted to load 2 calling list records per customer. Therefore, each pair of records would have the same ChainID and a sequence of 1 and 2 for Chain_n.
We tried different ways of using 'Next in chain after' but could not get it to successfully perform the case above.

Is it possible to do this with a pair of records in the calling list, or are we forced to develop code to create 4 records per customer (one record for each of the attempts in the case provided)?

Thank you,
#Outbound

------------------------------
Nelson Boychuk
Tykans Group Inc
------------------------------

I don't know why many customers come with these ideas, guess a problem of concepts.
The OCS dialer (or usually any dialer) won't dial just 1 customer per time...imagine it as a robot with 100 arms or more. So for each arm will do 1 dial to 1 record for a "customer" (chain_id). 
When you say: 2 calling list records per customer, yes, as many phones as they have to be dialed (chain_n)

You are assuming a sequence of events that probably won't happen in real life, so you are struggling with some assumed behaviors.
What is your goal? To contact the customer, right? Therefore there are Results that are almost a Contact and those that are far from being a contact.

Example: 
Almost a contact: Busy
Far: Fax, No Answer, Voice Mail

So now, under these scenarios you want to think what to do next.

1. Busy, he is there, just talking. why wait 20min? Dial in 5 again for about 3 or 4 times in a row. If after these 4 continuous Busy results you still get a Busy, ok, wait a little bit more, but probably you will get as next CR a No Answer. So, next Busy do a Next in Chain now!
2. No Answer: He was far from the phone? Didn't hear? Ok, lets try one more in 5 minutes. Again no Answer? Sequence= 3? Ok, next in chain now!
3. Busy again? Start sequence #1 of Busy treatments.

That is how Treatments works. Not by assuming a Call Result scenario and trying to control external events that are quite random.
​

------------------------------
Jorge Cornejo
VS Telecom LTDA.
------------------------------

Original Message:
Sent: 01-31-2020 10:08
From: Nelson Boychuk
Subject: Outbound Treatments - Multi Redial for Multi Phone Numbers per Customer

We want to use Treatments to handle the following case, but can't seem to come up with a solution that does not involve custom code and/or using multiple records in the calling list.

Scenario:
Each customer has two phone numbers. We want treatments to handle the following case for a single customer:
- first attempt using first phone number, rings busy, wait 20 minutes
- second attempt using first phone number, no answer, wait 20 minutes
- third attempt using second phone number, busy, wait 20 minutes
- fourth attempt using second phone number, no answer. [completed all attempts for customer 1, go to next customer]

Initially, we wanted to load 2 calling list records per customer. Therefore, each pair of records would have the same ChainID and a sequence of 1 and 2 for Chain_n.
We tried different ways of using 'Next in chain after' but could not get it to successfully perform the case above.

Is it possible to do this with a pair of records in the calling list, or are we forced to develop code to create 4 records per customer (one record for each of the attempts in the case provided)?

Thank you,
#Outbound

------------------------------
Nelson Boychuk
Tykans Group Inc
------------------------------

I will admit that it's also something I've always had issue with that switching from no answer to busy, etc restarted the treatment effectively. I can understand in certain regulatory environment and from a customer experience perspective, that's a bad thing. 
Things you can try

• Set the maximum attempts on the calling list. This will effectively put a hard stop on each record. Problem with this is if you want to cycle through the list more than once. You won't be able to without resetting the attempts either manually or through some triggered automatic process.
• Scxml treatments, where you could use a condition that contains multiple call results to increment and evaluate a failed attempt counter. This would probably give you the most flexibility. 

------------------------------
Jason McLennan
Commonwealth Bank of Australia
------------------------------

Original Message:
Sent: 02-01-2020 10:42
From: Jorge Cornejo
Subject: Outbound Treatments - Multi Redial for Multi Phone Numbers per Customer

I don't know why many customers come with these ideas, guess a problem of concepts.
The OCS dialer (or usually any dialer) won't dial just 1 customer per time...imagine it as a robot with 100 arms or more. So for each arm will do 1 dial to 1 record for a "customer" (chain_id).
When you say: 2 calling list records per customer, yes, as many phones as they have to be dialed (chain_n)

You are assuming a sequence of events that probably won't happen in real life, so you are struggling with some assumed behaviors.
What is your goal? To contact the customer, right? Therefore there are Results that are almost a Contact and those that are far from being a contact.

Example:
Almost a contact: Busy
Far: Fax, No Answer, Voice Mail

So now, under these scenarios you want to think what to do next.

1. Busy, he is there, just talking. why wait 20min? Dial in 5 again for about 3 or 4 times in a row. If after these 4 continuous Busy results you still get a Busy, ok, wait a little bit more, but probably you will get as next CR a No Answer. So, next Busy do a Next in Chain now!
2. No Answer: He was far from the phone? Didn't hear? Ok, lets try one more in 5 minutes. Again no Answer? Sequence= 3? Ok, next in chain now!
3. Busy again? Start sequence #1 of Busy treatments.

That is how Treatments works. Not by assuming a Call Result scenario and trying to control external events that are quite random.
​

------------------------------
Jorge Cornejo
VS Telecom LTDA.

Original Message:
Sent: 01-31-2020 10:08
From: Nelson Boychuk
Subject: Outbound Treatments - Multi Redial for Multi Phone Numbers per Customer

We want to use Treatments to handle the following case, but can't seem to come up with a solution that does not involve custom code and/or using multiple records in the calling list.

Scenario:
Each customer has two phone numbers. We want treatments to handle the following case for a single customer:
- first attempt using first phone number, rings busy, wait 20 minutes
- second attempt using first phone number, no answer, wait 20 minutes
- third attempt using second phone number, busy, wait 20 minutes
- fourth attempt using second phone number, no answer. [completed all attempts for customer 1, go to next customer]

Initially, we wanted to load 2 calling list records per customer. Therefore, each pair of records would have the same ChainID and a sequence of 1 and 2 for Chain_n.
We tried different ways of using 'Next in chain after' but could not get it to successfully perform the case above.

Is it possible to do this with a pair of records in the calling list, or are we forced to develop code to create 4 records per customer (one record for each of the attempts in the case provided)?

Thank you,
#Outbound

------------------------------
Nelson Boychuk
Tykans Group Inc
------------------------------