Hello everyone
For one of our customers, we need to set up outgoing campaigns with preview timed mode and up to 3 phone numbers per contact,
Based on the outcome of the call on 1 of the 3 phone numbers, we want to reschedule another call to that same number.
I wanted to use the 'call rule set' feature so that, based on the wrap-up code of the call which just ended, a scheduled callback is programmed.
What I saw during my testing is that there's only 1 scheduled callback per contact that is setup, whereas I was expecting to have up to 3 of them if the calls to the 3 numbers of a given contact end up with the same wrap-up code.
I'm seing only a single callback in the Performance / Scheduled Callbacks page, and it is set up to callback the last phone number used for the contact. Moreover, the scheduled callback only appears after the agent clicks on the 'End Preview' button (I was expecting a new one after each separate call to one of the numbers of the contact).
Does this observed behaviour makes sense to you ?
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Mayeul BRIVET
CoverApps
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