Configure an attempt controls entry

Prerequisites

The following permissions:

  • Outbound > Attemptlimits > Add
  • Outbound > Attemptlimits  > Delete
  • Outbound > Attemptlimits  > Edit
  • Outbound > Attemptlimits  > View
  1. Click Admin
  2. Under Outbound, click List Management.
  3. Click the Attempt Controls tab.
  4. Click Create New.
  5. Enter the name in the Attempt Control Name box.
  6. To set the attempt limits, in the Reset Period dropdown list, select Daily or Never.
    1. Select Daily to limit the number of dialing attempts to the thresholds set for Max Attempts Per Contact or Max Attempts Per Number. The following day the attempt counters are reset, allowing another round of dial attempts. 
    2. Selecting Never indicates that you do not want the attempt counters to reset after maximum attempt thresholds are reached. 
  7. If you select a Daily reset period, you must select a Time Zone. The time zone determines the constraints of a day. A new day begins at midnight for the selected zone. Time zone is ignored if resets never occur.
  8. To set the maximum number of times a contact can be dialed, in the Max Attempts Per Contact spin box, enter a number. 
  9. To set the maximum number of times that each number in a contact record can be attempted, in the Max Attempts Per Number spin box, enter a number.
  10. Select Optional Settings.
  11. Optionally, you can limit call attempts for individual call analysis results under Recall Controls. You can also set the number of minutes the system waits between recall attempts. For more information, see Callbacks in campaigns.
    Figure shows the Recall Controls for limiting call attempts for individual call analysis results.
    1. In the Recall Type dropdown list, select a recall type: Answering Machine, Busy, Fax, or No Answer. 
    2. In the Number of Recall Attempts spin box, enter a number between 1 and 100. This value is the number of times that you want to dial the contact after the initial call attempt.
    3. In the Minutes Between Attempts spin box, enter the number of minutes the system should wait between attempts. This value cannot be less than five minutes and cannot exceed 480 minutes.
    4. Additional recall types can be added.  
    Notes:
    • Recall Controls are not available for preview campaigns.
    • The Number of Recall Attempts must be less than the Max Attempts Per Contact.

    • The total recall time ([number of attempts] times the [minutes between attempts]) cannot exceed 480 minutes.

    • If a contact has multiple phone numbers and you configured a Recall Type entry, when the campaign receives that recall type for the first callable number, it makes all the recall attempts configured for that number before dialing the next number.
    • The system schedules recalls for calls that result in Busy, No Answer, Machine, or Fax, if configured. If any other result occurs, the system does not continue to schedule recalls.

    • Attempt controls are overall limits for a contact list, while recalls by disposition are per campaign run. If a campaign is recycled, restarted, or a recall results in a different recall type, the recall attempts reset.
      Example scenario: Number of Recall Attempts = 3, Answering Machine Recall = 2, and No Answer Recall = 2. If the campaign recalls a number and gets an answering machine for the second time in a row, it will not attempt to call the number again for that campaign run.

  12. Click Save.
    Figure shows saving a configured attempt control.

Note: An error message appears if the new attempt control entry exceeds the maximum limit count of 1000. Delete old or obsolete attempt control entries as needed and click Save again to complete the new attempt control entry configuration. 

Call results that do not count as attempts

The customer’s phone does not ring under the following call results and the customer does not see the missed call. For this reason, the system does not count these results against attempt control limits.

ININ-OUTBOUND-AUTOMATIC-TIMEZONE-BLOCKED

ININ-OUTBOUND-BUSY

ININ-OUTBOUND-CALLBACK-DISCONNECT

ININ-OUTBOUND-CAMPAIGN-RECYCLE-CANCELLED-RECALL

ININ-OUTBOUND-CONTACT-ATTEMPT-LIMIT-SKIPPED

ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED

ININ-OUTBOUND-DNC-AUTHENTICATION-FAILED

ININ-OUTBOUND-DNC-SKIPPED

ININ-OUTBOUND-INTERNAL-ERROR-SKIPPED

ININ-OUTBOUND-INVALID-PHONE-NUMBER

ININ-OUTBOUND-NOT-CALLABLE-TIME

ININ-OUTBOUND-NUMBER-ATTEMPT-LIMIT-SKIPPED

ININ-OUTBOUND-NUMBER_COULD_NOT_BE_DIALED

ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED

ININ-OUTBOUND-ON-DO-NOT-CALL-LIST

ININ-OUTBOUND-PREVIEW-SKIPPED

ININ-OUTBOUND-RECALL-CANCELLED

ININ-OUTBOUND-RULE-SKIPPED

ININ-OUTBOUND-ZONE-BLOCKED-SKIPPED