Contact attempts strategy

In Contact Center, a Contact attempts strategy is a plan that defines how, when, and through which channels a system 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, time-of-day restrictions, and opt-in/opt-out requirements.

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:

   Define contact mode priority

   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 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

Configure sequential dialing for a contact

If you disable sequential dialing for a contact, 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 reaches first.
Click Save.

3. Click Save changes.