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Numbers being marked as uncallable incorrectly

  • 1.  Numbers being marked as uncallable incorrectly

    Posted 8 days ago
    Edited by Jeff Humphreys 7 days ago

    Hi,

    We are running OB campaigns on a preview basis where the call attempts limits are set at two for number and two for contact.

    We have had instances of where one contact with two numbers (one mobile, the other landline) is being restruicted to only one dialling attempt against the mobile number. That is, the agent dialled the mobile number first and we had a dead line so no connection took place. This was wrapped with a wrap code No such number. This wrap code is mapped as below.

    Looking at the interaction for the mobile number, the wrap code comes up as ININ-OUTBOUND-NO-CALLABLE NUMBERS-SKIPPED rather than no such number.

    The system then presented the landline number for dialling but we get the following message when the agent clicked on the hyperlinked number to dial.

    After this, the agent clicked on End Preview to move onto the next contact and did not enter a separate wrap code. The interaction is marked with a wrap code of of Membership-Other which is not a Wrap Code we have created.

    Could anyone shed any light on this for me please both in terms of why the landline number is marked as uncallable and the wrap codes are incorrect?

    Many thanks

    Jeff


    #Outbound

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    Jeff Humphreys
    RCN, Royal College of Nursing
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