Revision as of 08:14, 3 March 2025

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Outbound - Dial Rules

Services & Campaigns > select campaign > Outbound > Dial Rules

Dial Rules define how the dialer handles records that haven't been finalized during a dialing pass. A dialing pass is a cycle where the dialer attempts all currently dialable, non-finalized records in the associated calling lists.

The Dial Rules appear as a list that maps the disposition assigned after a call attempt to the action that should be applied to the number or record. This includes system dispositions for unsuccessful interactions (which may allow for subsequent attempts), as well as any custom dispositions of "Continue" type.

Default actions are provided for all applicable dispositions. For custom dispositions of "Continue" type, the default action is to reschedule the record for 24 hours. To change the action for a specific disposition, double-click its corresponding row in the table and specify the desired action in the "Edit Dial Rule" dialog.


	To configure limits on the number of times a given number or record may be called per day or during the course of a campaign, see Attempt Limits

Services & Campaigns > Outbound Voice Service > Outbound > Dial Rules

Edit Dial Rule Dialog Settings

To edit a Dial Rule, double-click on any entry in the list. Double-clicking brings up the Edit Dial Rule dialog window with the following settings to specify.

Update settings for each dial rule of the outbound voice campaign using the Edit Dial Rule dialog.

Disposition

Disposition displays the selected disposition. It is read-only.

Retry

Retry indicates whether the called phone number shall be retried within a short period of time. Retries are to be used for dispositions indicating attempt failure due to a short temporary condition (e.g., Busy or Phone network unavailable). Such retries are considered to be part of the same calling attempt. Select the checkbox to enable retries for the given disposition.

Retries with the same result do not increase the "attempts per number" count, until the different result happens. And only then the next attempt counted (out of "Maximum attempts per number").

Maximum retries

This is the maximum number of retries per calling attempt. Maximum retries must be specified if the Retry option is selected.

Retry interval

Retry interval is the period of time in minutes between retries. It must be specified if the Retry option is selected.

Action

Action is what will be applied when a calling attempt produces the selected disposition. The following types of actions are available:

Run scenario

A specified scenario will be applied to this call attempt. This can be used, for example, to leave a prerecorded message on the customer’s answering machine. Note that this action will work:

Only for Predictive/Progressive and Automatic campaigns
Only for call attempts that received an answer from the called party (i.e., a scenario cannot be run for call attempts that received Busy or No Answer)
And only if such answered call attempts do not result in connections to agents (i.e., a scenario can be run for an automatically detected Answering Machine, Fax, or Silence)
- In the above example, if an answering machine is recognized automatically, the call can be further processed by the specified scenario. If the call was connected to the agent, and the agent set the disposition to "Answering Machine," the scenario will not be automatically applied; however, the agent can transfer this call to the scenario manually.
- Note that system dispositions that do not follow voice media creation protocols (e.g., "Fax Machine" or "System disconnect") cannot fire scenarios.

Stop calling number: No more attempts to call this number within this campaign will be made.

Stop calling number for all campaigns: This number will no longer be attempted as part of the calling list where it is defined.^[1]

Stop calling record: All attempts to call any number from this record within this campaign will be stopped.

Wait

The phone number selected for this call attempt cannot be prioritized for dialing again until the specified Min wait time has elapsed. Note the following:

Once the wait time has elapsed for a number, it can be selected for dialing, but will not necessarily be dialed immediately.
The Wait action applies only to the specific phone number of the call attempt, and the corresponding record will continue being processed according to the general dial rules for the campaign, including selecting other numbers for dialing.

Reschedule

Another calling attempt for this number within this campaign is scheduled for a certain time. The system will prioritize the attempt to increase the chance of it happening at the scheduled time, but agent availability, campaign status, and the amount of other prioritized numbers may make this impossible. If this disposition is visible to agents, they will be able to schedule the next call attempt manually. For records with multiple phone numbers, note the following:

If a new call attempt is scheduled manually, this attempt will be made to the number specified by the agent. No other numbers in the record will be dialed until the manually rescheduled call is attempted.
If a new call attempt is scheduled automatically, there will be no restriction on calling other numbers within the same record. The number which is being re-attempted will be retried according to dial rule specifications, and all other numbers within the same record can be dialed at any time.

Min wait time

The delay introduced to avoid immediate repeated attempts to call the same number in small or nearly completed calling lists by the wait action. This value can be set in minutes, hours, or a combination.

Reschedule interval

Reschedule interval is the amount of time in hours in which another attempt to call this number will be made if Action is set to Reschedule. This field can be set in minutes, hours, or a combination. Manual rescheduling takes priority over the default reschedule interval specified here.

Scenario

This is the scenario that will be applied to the call attempt. It must be specified if Action is set to Run scenario.

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↑ Note: If this action is set as the default, the note "The number has been disabled in list" can be posted by the system in One-Time Campaign Results when it detects an invalid number.

[1] Note: If this action is set as the default, the note "The number has been disabled in list" can be posted by the system in One-Time Campaign Results when it detects an invalid number.

[1]

@@ Line 3: / Line 3: @@
 {{NavLink | Services & Campaigns > ''select campaign '' > Outbound > Dial Rules}}
-This section describes the campaign dial rules that are configured in the ''Dial Rules'' section of the Services and Campaigns' [[contact-center-administrator-guide/OutboundTab|Outbound tab]].
+''Dial Rules'' define how the dialer handles records that haven't been finalized during a dialing pass. A dialing pass is a cycle where the dialer attempts all currently dialable, non-finalized records in the associated calling lists.
-The ''dial rules'' limit the number of call attempts and specify actions that are to be taken with respect to records that have not been finalized within a current dialer's pass through the calling list. (A ''pass'' is a part of the campaign during which the dialer tries all dialable records in associated calling lists.)
+The ''Dial Rules'' appear as a list that maps the [[Contact-center-administrator-guide/DispositionsTab|disposition]] assigned after a call attempt to the [[draft:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-DialRules#Action|action]] that should be applied to the number or record. This includes system dispositions for unsuccessful interactions (which may allow for subsequent attempts), as well as any custom dispositions of "Continue" type.
-During each pass, the dialer selects records from enabled lists associated with the given campaign, taking into account the following factors (in the order of priority):
+Default actions are provided for all applicable dispositions. For custom dispositions of "Continue" type, the default action is to reschedule the record for 24 hours. To change the action for a specific disposition, double-click its corresponding row in the table and specify the desired action in the "Edit Dial Rule" dialog.
-# [[contact-center-administrator-guide/ListsTab|List order]] (if multiple lists are assigned to the campaign)
-# [[contact-center-administrator-guide/ListsTab|Dialing ratio]] (if multiple lists are assigned to the campaign with the same [[contact-center-administrator-guide/ListsTab|list order]])
-# Records marked as [[contact-center-administrator-guide/Lists|priority records]] within the list. Note that the priority setting only affects the first attempt to dial the record; for any possible subsequent attempts, the prioritized record will be treated as a regular record. Priority of records also may be set to expire after a specified time period.
-# Rescheduled records that are due for the next call attempt. Note that rescheduling may be defined as a window (i.e., have both the start and end time). When the end time is reached, the record is no longer treated as a rescheduled one (even if it could not be called during its reschedule window) and becomes a regular record processed in the general sorting order.
-# [[contact-center-administrator-guide/ListsTab|Sorting order]] configured for the list within the given campaign.
-The above general record selection order may be further affected by the ''Perform full passes through list'' setting.
+{{Note|To configure limits on the number of times a given number or record may be called per day or during the course of a campaign, see [[Contact-center-administrator-guide/ServicesandCampaigns/Outbound-AttemptLimits| Attempt Limits]]}}
-[[File:CCA-Services-and-Campaigns-Outbound-Tab-Dial-Rules-53.PNG|650px|thumbnail|center|Services & Campaigns > Outbound Voice Service > Outbound > Dial Rules]]
+[[File:CCA-Services-and-Campaigns-Outbound-Tab-Dial-Rules-519-1.png|center|thumb|650x650px|Services & Campaigns > Outbound Voice Service > Outbound > Dial Rules]]
-== Dial Rules Page Settings ==
-=== Maximum attempts per record ===
-This setting specifies the maximum number of calling attempts for one list record within the campaign. If the specified number of attempts for a particular record is reached, it will not be attempted again. If the calling record has only one number, the record disposition in this case will correspond to the disposition of the last call attempt. If the record contains multiple phone numbers and they are tried during the campaign, the disposition in this case will be set to [[contact-center-administrator-guide/Pre-definedDispositions|''No numbers left to call'']].
-=== Maximum attempts per number ===
-''Maximum attempts per number'' specifies the maximum number of calling attempts for the same phone number within a record.
-=== Attempt all numbers in record first ===
-Use this setting to redefine the order in which multiple phones of the same record will be dialed relative to the other records of the same list.
-By default, the Dialer will pull a number of records into memory for dialing. By choosing the option to ''Attempt all numbers in record first'', the dialer will attempt the subsequent numbers on the already attempted records, before pulling additional new records into memory for dialing, assuming there are no additional changes to consider (i.e., new agents have been added to the pool and the and initial records in memory must be extended).
-Without the ''Attempt all numbers in record first'' option selected, the dialer will dial through all records on first number before attempting to dial on any subsequent numbers in the record.
-With the checkbox unselected, the dialer will always look for the next dialable record from the top of the list. This may be desirable when new records are [[contact-center-administrator-guide/Lists|added periodically]] to an active calling list and the sorting order is used to define relative value of records within that list (e.g., more recent leads have a higher conversion rate). This setting guarantees that new high-value records appearing at the top of the list will be attempted as soon as they are added to the list. Note that in this case the end of the list may never be reached (e.g., with a long original list, frequent updates, and/or large number of high-value records in those updates).
-To further illustrate how this option works, consider the situation where you add new records to a list in a running campaign and, according to the specified [[contact-center-administrator-guide/ListsTab|sorting order]], they are positioned at the top of the list:
-* With this checkbox selected (default), the dialer will finish the current pass first and the new records will be called only on the next pass through the list.
-* With the checkbox unselected, the dialer will start calling these new records immediately.
-=== List of dial rules by disposition ===
-This list contains the [[contact-center-administrator-guide/DispositionsTab|dispositions]] that are defined for the given outbound campaign and indicate that the record processing within the campaign has not been finalized. (These include any system dispositions indicating unsuccessful interaction processing with possible subsequent attempts as well as any custom dispositions of type ''Continue''.)
-Default actions are provided for all such dispositions. For custom dispositions of type ''Continue'', the default action is ''Reschedule (24h)''. To modify the default action for a particular disposition, double-click the corresponding table row and specify the desired action in the ''Edit Dial Rule'' dialog that appears.
 == Edit Dial Rule Dialog Settings ==
@@ Line 68: / Line 36: @@
 === Action ===
 ''Action'' is what will be applied when a calling attempt produces the selected disposition. The following types of actions are available:
-* '''Run scenario''': A specified scenario will be applied to this call attempt. This can be used, for example, to leave a prerecorded message on the customer’s answering machine. Note that this action will work:
-** Only for Predictive/Progressive and Automatic campaigns
+;Run scenario'''
-** Only for call attempts that received an answer from the called party (i.e., a scenario cannot be run for call attempts that received ''Busy'' or ''No Answer'')
+: A specified scenario will be applied to this call attempt. This can be used, for example, to leave a prerecorded message on the customer’s answering machine. Note that this action will work:
-** And only if such answered call attempts do not result in connections to agents (i.e., a scenario can be run for an automatically detected ''Answering Machine'', ''Fax'', or ''Silence'')
+:* Only for Predictive/Progressive and Automatic campaigns
-***In the above example, if an answering machine is recognized automatically, the call can be further processed by the specified scenario. If the call was connected to the agent, and the agent set the disposition to "Answering Machine," the scenario will not be automatically applied; however, the agent can transfer this call to the scenario manually.
+:* Only for call attempts that received an answer from the called party (i.e., a scenario cannot be run for call attempts that received ''Busy'' or ''No Answer'')
-***Note that system dispositions that do not follow voice media creation protocols (e.g., "Fax Machine" or "System disconnect") cannot fire scenarios.
+:* And only if such answered call attempts do not result in connections to agents (i.e., a scenario can be run for an automatically detected ''Answering Machine'', ''Fax'', or ''Silence'')
-*'''Stop calling number''': No more attempts to call this number within this campaign will be made.
+:**In the above example, if an answering machine is recognized automatically, the call can be further processed by the specified scenario. If the call was connected to the agent, and the agent set the disposition to "Answering Machine," the scenario will not be automatically applied; however, the agent can transfer this call to the scenario manually.
-*'''Stop calling number for all campaigns''': This number will no longer be attempted as part of the calling list where it is defined.<ref>'''Note''': If this action is set as the default, the note "The number has been disabled in list" can be posted by the system in [[Contact-center-administrator-guide/ServicesandCampaigns/ResultsTab#One-time_Campaign_Results_Download|One-Time Campaign Results]] when it detects an invalid number.</ref>
+:**Note that system dispositions that do not follow voice media creation protocols (e.g., "Fax Machine" or "System disconnect") cannot fire scenarios.
-*'''Stop calling record''': All attempts to call any number from this record within this campaign will be stopped.
-*'''Wait''': Processing of the corresponding record will continue according to the general dial rules for this campaign. If, according to the general dial rules, the record should be dialed again, the next attempt will begin no sooner than the specified ''Min wait time'', though only on the next rerun as the dialer has to recycle the list. ''Min wait time'' is the delay introduced to avoid immediate repeated attempts to call the same records in small or nearly completed calling lists.
+;Stop calling number'''
-*'''Reschedule''': Another calling attempt for this number within this campaign will be scheduled. If this disposition is visible to agents, they will be able to [[agent-guide/HowtoRescheduleaCallAttempt|schedule the next call attempt manually]]. For records with multiple phone numbers, note the following:
+: No more attempts to call this number within this campaign will be made.
-** If a new call attempt is scheduled manually, this attempt will be made to the number specified by the agent. Until then, all other numbers in the record will be ignored.
-** If a new call attempt is scheduled automatically, there will be no restriction on calling other numbers within the same record. The number which is being re-attempted will be retried according to dial rule specifications, and all other numbers within the same record can be dialed at any time.
+;Stop calling number for all campaigns'''
+: This number will no longer be attempted as part of the calling list where it is defined.<ref>'''Note''': If this action is set as the default, the note "The number has been disabled in list" can be posted by the system in [[Contact-center-administrator-guide/ServicesandCampaigns/ResultsTab#One-time_Campaign_Results_Download|One-Time Campaign Results]] when it detects an invalid number.</ref>
+;Stop calling record'''
+: All attempts to call any number from this record within this campaign will be stopped.
+;Wait'''
+: The phone number selected for this call attempt cannot be prioritized for dialing again until the specified ''Min wait time'' has elapsed. Note the following:
+:*Once the wait time has elapsed for a number, it can be selected for dialing, but will not necessarily be dialed immediately.
+:*The ''Wait'' action applies only to the specific phone number of the call attempt, and the corresponding record will continue being processed according to the general dial rules for the campaign, including selecting other numbers for dialing.
+;Reschedule'''
+: Another calling attempt for this number within this campaign is scheduled for a certain time. The system will prioritize the attempt to increase the chance of it happening at the scheduled time, but agent availability, campaign status, and the amount of other prioritized numbers may make this impossible. If this disposition is visible to agents, they will be able to [[agent-guide/HowtoRescheduleaCallAttempt|schedule the next call attempt manually]]. For records with multiple phone numbers, note the following:
+:* If a new call attempt is scheduled manually, this attempt will be made to the number specified by the agent. No other numbers in the record will be dialed until the manually rescheduled call is attempted.
+:* If a new call attempt is scheduled automatically, there will be no restriction on calling other numbers within the same record. The number which is being re-attempted will be retried according to dial rule specifications, and all other numbers within the same record can be dialed at any time.
 === Min wait time ===
-See the description of the action '''Wait'''. This field can be set in minutes, hours, or a combination.
+The delay introduced to avoid immediate repeated attempts to call the same number in small or nearly completed calling lists by the '''wait''' action. This value can be set in minutes, hours, or a combination.
 === Reschedule interval ===

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