Rule management overview

A campaign can take intelligent actions based on logic in its assigned rule sets. This view manages call rule sets, which are collections of call rules. Call rule sets are evaluated before a call is placed or after it ends.

How call rules work:

  • Rule categories (pre-call or wrap-up) determine whether rule conditions are evaluated before the call is made or after the call is disconnected.
  • Rule conditions are tested to determine whether to perform actions. Conditions can evaluate the value of a call analysis, contact list column, contact property, phone number, phone number type, or wrap-up code.
  • Before the call begins, pre-call actions can set a caller id number and name before dialing, can prevent the number from being dialed, dial in preview mode, or can update the value of a contact column, and so on.
  • When the call ends, wrap-up actions can update contact columns or append the contact’s number to the campaign’s first designated DNC list.

For more information, see Pre-call rules and Wrap-up rules.

Click ImageClick the image below for details about the Call rules view.

Opens properties of the entry whose box is checked.
Deletes checked rule sets.
Adds a new rule set
Sorts the Name column
Filters the list of entries to display a subset of records
List of rule set entries.
Paging controls navigate to the next or previous page of entries. You can optionally change the number of entries displayed on each page. Current position is indicated by page number.
Duplicates checked rule sets.

Use the Call rules view to manage rule set entries. Each rule set can contain multiple rules. The system evaluates an individual rule before it places the call or after the call ends. A rule can evaluate multiple conditions. Conditions are joined with AND operators, so a call must meet all rule conditions for the overall rule to evaluate True.

Similarly, rules can carry out multiple actions. Actions are also joined with AND. When the rule performs actions sequentially.

Note: Rules, callable times, and Do Not Contact actions are also applied to scheduled callbacks.

To sort this view, click the Name column. The caret in the Name heading indicates whether the column sorts in ascending or descending order. To filter the list, type all or part of a name in the Search box. If you don’t type any search text, all rule sets appear.