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  • 1.  Call rule to capture Attempts in Contact list

    Posted 08-29-2019 02:56
    No replies, thread closed.
    Hi,

    Anyone know of a way to have a call rule count the amount of attempts against a contact on a outbound contact list?
    While we have attempt limits set, it would be handy to see if the full attempts were reached if a campaign/contact list reached the termination date?

    Thanks
    #Outbound
    #Unsure/Other

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    3 Years Purecloud
    ------------------------------


  • 2.  RE: Call rule to capture Attempts in Contact list

    Posted 08-29-2019 03:29
    No replies, thread closed.
    Hi Darren... we created additional fields in the contact list and in our set of rules have various conditions that if met have actions which update one field with set as current timestamp "and" update contact column with an update option increment by one. I hope this helps.

    ------------------------------
    Matthew Calton
    Grove & Dean Ltd
    ------------------------------

    Original Message


  • 3.  RE: Call rule to capture Attempts in Contact list

    Posted 08-29-2019 06:13
    No replies, thread closed.
    Hi Darryn,

    What we have done is use one of the AUX fields to write the number of attempts into, as we then use that number to stop dialing the outbound lead after x number of attempts.   Here's what the rule looks like under Admin-Outbound Dialing-Call Rule Sets (please note:  in order for this to work the lead has to enter the contact list with a "0" value entered in whatever field you choose to write the attempts into.  If the field is blank the rule won't function correctly):

    Rule Category:  Wrap-Up
    Conditions-Type:  Contact List Column
    Condition-Column Name:  Aux2
    Conditions-Comparator:  Is Greater Than or Equal To
    Conditions-Value:  0
    Actions-Type:  Update Contact Column
    Actions-Column Name:  Aux2
    Actions-Update Option:  Increment (By One)

    We then have another rule that once the lead is greater than or equal to a specific number in Aux2, the action is then set to Do Not Dial and it marks the contact as uncallable.

    I hope this is helpful!

    Amanda



    Amanda Keeton
    Contact Center Manager
    Baker College Contact Center




    Original Message


  • 4.  RE: Call rule to capture Attempts in Contact list

    Posted 08-29-2019 17:53
    No replies, thread closed.
    Thank you for both of your responses.
    We use to use a similar combination of both but i can see you both have 1 extra step than i did a few years back.

    I will give it try and see how it operates

    Much appreciated​

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    3 Years Purecloud
    ------------------------------

    Original Message


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