Configuring OB Redialing Settings

You must have rights to modify the campaign or to create campaigns.

You use this procedure to define the times customers are called again if they are not reached during the first call round.

  1. On the System Configurator main screen, choose Outbound Management > Campaign.
  2. Search for the campaign whose settings you want to configure.

    The search result list appears.

  3. Choose the campaign by double-clicking it.
  4. Choose Dialing Settings.
  5. Configure the settings according to the following table.

    Field

    Function

    Redialing Interval

    Enter the time the software waits until it tries to call a customer again when the call result is Redial, Busy, No Answer, or Answering Machine.

    You can schedule a redialing time for the call result Redial with this setting.

    The default value is 10 minutes (600 seconds).

    You can also choose the Next Round option in the unit field. In this case no specific redial time is used but the customer is called again in the next call round. This can improve performance when the agent does not have to wait for the scheduled redials.

    Redialing Interval for Busy Numbers

    Redialing Interval for Not-Reached Cases

    Redialing Interval for Answering Machines

    Enter the number of seconds the software waits until it tries to call a customer again when the call result is Busy, No Answer, or Answering Machine. This value overrides the Redialing Interval value.

    The default value is 10 minutes (600 seconds).

    You can also choose the Next Round option in the unit field. In this case no specific redial time is used but the customer is called again in the next call round. This can improve performance when the agent does not have to wait for the scheduled redials.

    Number of Redials

    Enter the number of times the software tries to call a customer after the first call. When the number of redial times is reached, the customer is dropped from the call list. The default value is 3.

    Number of Redials for Busy Numbers

    Number of Redials for Not-Reached Cases

    Number of Redials for Answering Machines

    Enter the number of times the software tries to reach a customer after the first call. When the number of redial times is reached, the customer is dropped from the call list, and the Busy, No Answer, or Answering Machine call result is chosen.

    This value overrides the Number of Redials value.

  6. Save your entries.