Contact attempts strategy

A 'Contact attempts strategy' is a plan that defines how, when, and through which channels the Campaign Manager should attempt to reach a contact. This strategy includes setting the priority of contact modes—such as Mobile number, Office number, Home number—and determining the number and timing of contact attempts. These rules can be customized based on country or state specific regulations governing communication frequency and time-of-day restrictions.

Why this is useful:

• Administrators can ensure compliance by aligning the safe calling window with each call-recipient's local time zone.
• Campaign schedule hours reflect the agent team’s operating hours, while safe calling window reflects the customer’s local calling constraints.

Follow these steps to define the Contacts attempt strategy:

1. Select the Contact attempt strategy node, the right pane will display the option to configure.
2. Configure the below options:

Step 1: Select 'Call outcome sets'

Select the Telephony outcome and wrap-up code sets from the respective drop-downs to determine how retry attempts should be handled. To create Wrap-up code sets and Telephone outcome sets refer to respective sections.

Step 2: Configure 'Contact mode priority and calling window'

The contact modes are prepopulated based on the selected field mapping. You can add more contact modes by clicking Add contact mode. You can change the priority by dragging the six dotted icon and drop above the other mode. To remove a contact mode click the respective "-" icon.

Configure Safe calling window for a contact. A contact will be dialed only if all associated phone numbers fall within their respective local safe calling windows. If any number is outside its allowed calling window, the contact will not be dialed.

For example, consider a debt collection campaign where agents work from 8:00 AM to 5:00 PM Central Time. A contact has three phone numbers associated with the Eastern, Mountain, and Pacific timezones. Configure the campaign timings from 8:00 AM to 5:00 PM Central Time, and set the Safe calling window from 6:00 AM to 8:00 PM based on the contact’s local timezone.

At 8:00 AM Central Time, the contact’s local times are 9:00 AM Eastern, 7:00 AM Mountain, and 6:00 AM Pacific. Since all three numbers fall within the configured safe calling window, the contact can be sent to the dialer immediately at the beginning of the agent’s shift.

Step 3: Configure 'Max attempts allowed for a contact within a specific contact list'

You can configure the maximum attempts allow for a contact during a specific timeframe. You can configure one or more parameters. For example, how many times a contact can be called in 24 hrs or in a week. The parameters are:

• Until the contact list expires
• In one day (from 00:01 to 23:59)
• In last 24 hours
• In last 7 consecutive days
• In last 15 consecutive days
• In last 30 consecutive days

Step 4: Configure 'Sequential dialing'

If you enable sequential dialing, the contact status will be changed to 'Closed' after hitting the limit of either 'Max call attempts (in step 2 above)' or 'No. of cycles' - whichever is reached first.

If you disable sequential dialing, the contact status will be changed to 'Closed' after hitting the limit of either 'Max call attempts (in step 2 above)' or 'Total number of attempts for all contact modes' - whichever is reached first.

3. Click Save changes.