Configure rule actions
Select an action type, and then configure attributes of the action. The table below shows actions you can select for each category (pre-call or wrap-up).
Action Pre-Call Wrap-Up Designate Caller Id—set the caller id name and number. Do Not Dial—skip dialing a contact. Update Contact Column—update the value of a column in the contact record. Route Call Based on Skills—route call to agent with best matching skills. Switch to Preview—preview dial this contact. Mark Contact as Uncallable—marks all numbers for the contact as uncallable. Mark Number as Uncallable—marks the current contact number as uncallable. Append DNC number—add the contact’s number to the first Do Not Call list used by the campaign, thereby preventing that number from being called again. Schedule Callback—schedule a return call to the contact.Note: If a preview dialing mode call is skipped by an agent, all pre-call rule actions except Route Call Based on Skills are ignored. In this scenario, the call was already routed based on skills, since that happened before preview pop occurred. Because the preview call was skipped, no other rule actions are applied.
Configure attributes of the rule action by typing or selecting values as needed.
Attribute Value Designate caller Id
For a pre-call action, you can select “Designate Caller ID” to specify the caller ID information used for the call. You can specify Caller ID phone number and name as literal values, or by specifying columns from the contact list.
The system uses literal strings entered into input fields of the rule action as actual caller ID values. For instance, if you enter
8002263462for the caller ID address, and
1-800-ACMEINCfor the caller name, these values appear on the call display whenever the rule conditions are true.
Tip: A pre-call rule can set just the Caller ID name, just the Caller ID phone number, or both. If only a name is set, the caller id number from the campaign is used.
However, a user can use contact column values instead of static values. To use the contact column values, select from the Name list, or enter a value such as
contact.lastname. in the input area.
Column-based entries indicate that the system uses the value found in the lastname column of the contact for the corresponding caller ID whenever the rule conditions are true.
- If the contact does not have a value for that column or the column value is invalid as caller ID information, then the application uses the campaign’s caller ID value.
- If there is no campaign-level caller ID value, then the application uses the system caller ID value.
- The system localizes the word “contact” in the indicator contact.lastname to the user’s language.
Do Not Dial
This action has no options to configure. It prevents the call from being placed.
A do-not-dial pre-call rule action will always skip dialing if an error occurs while the rule condition is evaluated. Normally a rule action is ignored if the rule is misconfigured in some way—for example if the rule evaluates a column that does not exist. In the case of do-not-dial actions, an additional check is performed to ensure that a skip always occurs if an error is detected.
Update Contact Column
This action updates a contact list column for the row of the current contact. To set this up, choose a column from the Column Name box. Then, select one of the following update options:
Route Call Based on Skills
This action matches the call to an agent with matching skills. To configure this action, select one or more skills from the Skills list.
Important: For this feature to work properly, the queue used by this campaign must be configured to use the All Skills Matching or Best Available Skills skill evaluation method (click Admin > Contact Center, and then click Queues). If Disregard Skills is configured for the queue, then this rule action won’t be able to route the call based on agent skills. For more information, see Edit a queue’s routing settings in the Manage queues topic.
Switch to Preview
This action preview pops this contact to the agent, irrespective of the dialing mode set for the campaign. It has no parameters.
Mark Contact as Uncallable
This action marks all numbers for the contact as uncallable. It has no parameters.
Mark Number as Uncallable
This action marks the current contact number as uncallable. It has no parameters.
Append DNC Number
This action appends the contact’s telephone number to the campaign’s first designated Do Not Call list. As a result, that number will never be dialed again by any campaign that uses that DNC list. This action has no effect if the campaign does not have a DNC list assigned to it.
This action places a return call to the contact in a configurable number of minutes in the future. The default delay is five minutes. A callback cannot be scheduled more than two weeks (20160 minutes) in advance. For more information, see Callbacks in campaigns.
(Optional) Click Add New Action to add actions.
Rules can carry out multiple actions. All actions in a rule are performed sequentially when the rule performs its actions.