Duncan_Stewart | 2018-10-09 13:16:24 UTC | #1
We've recently started using outbound dialing campaigns that leverage ContactLists refreshed with data from Salesforce. I looked into using Campaign Schedules, but ended up with a process that replaces the data in the list with new data, and then triggers the Campaign by setting the status to 'on'.
There are essentially two phases: one populates the Campaigns' ContactLists with new entries, then kicks off the campaign; the other collects the results from the ContactLists and then deletes the entries for the next run of dialing.
In two instances when the 2nd phase had issues, leaving the ContactList entries in place, a 2nd round of dialing ensued in the wee hours of the night w/o any (identifiable) action on my side to initiate it.
I need to look on my side to see why the reset process is failing, but I'm curious as to why the dialing is being restarted..?
crespino | 2018-10-09 19:39:46 UTC | #2
Do you know if "Callable Time Sets" are configured for the campaign so that the contact's timezone is evaluated and the call is placed at an appropriate time for the timezone?
Alternatively, if you process failed to stop the campaign from running, is it possible that the campaign is trying to redial failed attempts, but is doing so late at night? For instance maybe redialing of failed attempts is setup for 8 hours after the first attempt, and that timeframe causes it to dial late at night.
Lastly, there could be a rule in place that is causing the campaign to be turned back on.
Duncan_Stewart | 2018-10-09 20:15:19 UTC | #3
We have (now) implemented the Callable Time Sets, updating the lists to include the appropriate timezone, so that should take care of the time of the calls (in addition to setting a few different processes in place to reset/clear the lists during the uncallable times.) I don't see where the redial of failed attempts is set, but yes, that would be a good thing to address.
No rules have been set up on any of the Campaigns in question.
system | 2018-11-09 20:23:20 UTC | #4
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 3702