Recycle tab

The following fields are available in this tab:

  • Overall Max attempts: The maximum number of retries per record. A record will never be called more times than this, regardless of the way in which the switch deems a call to have failed.

  • Not present Max attempts: Maximum attempts for outcomes classed as not present in the following outcome table. By default, these are No Answer, Fax Machine, Modem and Answer Machine.

  • Retry to fresh ratio: The retry to fresh ratio provides the facility to throttle the level of retries pushed through the dialler. By default, retries are made at the scheduled time. This can mean that on a campaign run over a day or more, most numbers being dialled are retries. By forcing a certain percentage of numbers dialled to be fresh (uncalled) numbers, it means that connect rates don't drop so low that performance is adversely affected. Setting the ratio to 100% (the default), means that retries will take precedence over fresh data. Setting a ratio of 50% means that one fresh call will be dialled for each retry (unless neither fresh calls nor retries exist). Setting a ratio of 0% means that retries will be postponed until all fresh numbers have been dialled.

  • Earliest/Latest Reschedule time: Set the start/end time of the agent shift to ensure retry calls are always rescheduled for times when they can be answered.

  • Time Delay for Type of Failure table which contains retry settings specific to each kind of switch outcome failure. The following columns are displayed:

    • Outcome: The switch outcome code

    • Delay: The amount of time after an outcome failure has been made, before the call is retried. If the resulting time happens to occur outside of the Don't reschedule before/after times then the dialler will calculate a suitable time in which the call can be made on the following day

    • Max: The number of times a contact may be retried for each type of outcome.

    • Not Present: Set to ‘Yes’ only for those outcomes which imply that there is no one to answer the call. These have their own Maximum Retries Not Present setting above the Time delay for type of failure section.

    • Bad Number: Set to ‘Yes’ for those outcomes which are classed as bad numbers when using a multi contact number setup and this number will not be retried

    • Not Before/After: Specifies the times of day in which each type of outcome may be retried. Overridden by the Don't reschedule before/after settings

Retries can be made using an alternative number or numbers and the priority of each number to be used for retry can be pre-set. Where multiple numbers are to be used for retries these can also be selected using various retry schemas e.g. Round Robin, X calls for each number etc.

In support of UK legislation changes introduced in 2006, the default delay before retrying an abandoned call has been set to 72 hours. This delay may be changed by the user to any value, however retries of abandoned calls made within 72 hours from the initial call will only proceed if an agent can be reserved for the call.

  • Early Retries: Campaign Manager makes an assumption that the dialler will typically take about 5 minutes to work through its FIFO cache of numbers, so the retry is placed into the dialler's cache 5 minutes before it is due. For this reason, in the case where was the cache is depleted, the retry may be dialled slightly earlier than scheduled.
  • Secondary Retries: The retry algorithm seeks to avoid placing repeated retries at the same time of day, in order to maximise the chances of a contact. The way this works is that the day is divided into 24 hourly timeslots. The Out of Shift and Out of Timezone hours are marked as 'Unavailable'. The times of any previous retries are also marked as 'Unavailable'. The algorithm takes the current time and adds the retry interval for the specific type of retry. It then checks whether the hour timeslot where the retry has been placed is available. If not, the retry is moved to the next available timeslot (in other words add 1 hour).