Edit: The subject should read "Generic time between outbound calls to the same contact record"
I have been trying to find a good way to generally define the time between repeated attempts to a contact record. Regardless of result or phone number on the contact record.
So using the example of a contact record that has 3 phone numbers. 2 phone numbers get system generated No Answers, 1 gets a busy, the first number then gets a second attempt with an agent driven result of "No Message Left" a that does not prevent further attempts that day. I'd like the system to not make any of those attempts within 90 minutes of each other.
The closest thing I have been able to locate is List driven Recall Controls within an Attempt Control. However, when we tried using recalls and recall controls, it prevented our campaign sequencing from functioning correctly because the campaign never finished. And also, I want the minimum time between calls to be a default for every action, ideally. Not just system generated No Answers, Busies, AMDs, and Faxes.
Anything close to that that I've overlooked in the Purecloud settings?
I've noticed another possibility may be adding call rules. However, it requires a condition, where I'd want it to be global. And I wouldn't want to define a Schedule Callback time for ever campaign/call list/and call analysis if that can be avoided. Plus I'm going to assume these call rule callbacks are going to break Campaign Sequencing as well.
------------------------------
Justin Green
Sortis Financial, Inc.
------------------------------