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Apply Call Treatments

A Treatment defines what CX Contact should do with a call that does not reach the intended party.

On the Treatment tab for a dialing profile, campaign template, or campaign group, Treatments are broken down into the following sub-tabs:

  • Delivery Options - define the circumstances in which the system should connect a call to an agent.
  • Retry Options - define the way the system should respond to any given call result.
  • Device Escalation - in the event a single record contains more than one device, you can identify which device(s) are contacted as well as the order in which they are contacted.

This article describes the available delivery options and retry options. For a complete description of device escalation, refer to the Apply Device Escalation page in this manual.

Delivery Options

Use the Delivery Options to define the circumstances in which the system connects a call to an agent.

By default, the Deliver to Live Person option is enabled and cannot be disabled. When the system detects a voice on the line, it connects the call to an agent.

Click Advanced to see more delivery options. By default, the system drops the call if it detects an answering machine, fax machine, or silence. When you an enable any of these options, the system connects the call to an agent within the agent group.

Optionally, you can change the default destination DN if you want to connect the call to a different routing point.

Retry Options

Retry Options define the way in which the system handles calls based on a given call result.

On the Retry Options page, you start by choosing one or more call results and then you prescribe rules for the selected call result(s).

The retry options available to you depend on the Apply to Record action you selected. The options are as follows:

  • Call Result - See the Call Results section for a description of each call result.
  • Apply to Record - Defines the action the system takes in response to a given call result. See the Apply to Record Options section for a description of each option.
  • Retry Count - The maximum number of consecutive attempts to retry a record.
  • Interval - The time (measured in DD:HH:MM) that the system waits between the first dialing attempt and the first Apply to Record attempt.
  • Increment - The number of minutes added to the previous redial time interval.
  • Date/Time - Required when you select the Retry at a specified date action or Next in chain at specified date action.
  • Next Action - Defines the way in which the system moves through a batch of chained records after the Apply to Record action has been completed. See the Next-in-Chain Actions section for more information.

The required retry options for each Apply to Record option are as follows:

Apply to Record Options Retry Count Interval Increment Date/Time
Redial
Retry in
Retry at specified date
No treatment

The required retry options for each Next in Chain action are as follows:

Next in Chain Actions Retry Count Interval Increment Date/Time
Next in chain
Next in chain after
Next in chain at specified date
Update all records in chain
Example

For Busy call results, you want the system to do the following:

  • Wait 15 minutes before retrying the record
  • Retry the record a maximum of 3 times
  • Wait 5 minutes between each retry

To achieve these results, specify the following:

  • Call Result: Busy
  • Apply to Record: Retry In
  • Retry Count: 3 times
  • Interval: 00:00:15
  • Increment: 5 min

(The Date/Time and Next Action fields are not required. Refer to the Next-in-Chain Actions section for an example using a Next in chain action.)

CXC TreatmentExample.png
Tip
You do not need to add a new entry for each call result that uses the same treatment. For example, if you want to apply the same treatment to a No Answer call result and a Busy call result, select both No Answer and Busy from the Call Result menu and define the treatment.

Description of Call Results

The following table describes all possible call results.

[+] Click for a description of call result values

Apply to Record Options

The following table describes the Apply to Record options.

Apply to Record Value Description
Redial Redial the number
Retry in Retry once according to the values specified in the Retry Count and Interval fields (for example, retry once in 60 minutes).
Retry at specified date Record will be redialed on the date specified in the Date field.
No Treatment No treatment will be applied.

Next-in-Chain Actions

Use the Next Action options to define how the system should move through a batch of chained records based on a given call result. The Next-in-Chain actions are as follows:

  • Next in chain - The system immediately dials the next record in the chain.
  • Next in chain after - The system waits until the time specified in the Interval field before dialing the next record in the chain.
  • Next in chain at specified date - The system waits until the date and time specified in the Date/Time field before dialing the next record in the chain.

If you select Update all records in chain from the Next Action menu, the system updates all chained records with the call results. It does not proceed with any Next-in-Chain actions.

Important
  • When a chain ends, it is updated in the contact list and the system stops processing that chain.
  • The Interval and Increment options are not applicable to the Next in chain at specified date action.
Example
  • Call Result: No Answer
  • Apply to Record: Retry In
  • Retry Count: 2
  • Interval: 00:00:30
  • Increment: 10 min
  • Next Action - Next in chain

With a chain of three records, the behavior is as follows:

  1. The system dials the first record in the chain. There is no answer.
    • Retry 1: The system retries the record 30 minutes later. There is no answer.
    • Retry 2: The system retries the record after 30 minutes plus the additional 10-minute increment. There is no answer.
  2. The system dials the second record in the chain. There is no answer.
    • Retry 1: The system retries the record 30 minutes later. There is no answer.
    • Retry 2: The system retries the record after 30 minutes plus the additional 10-minute increment. There is no answer.
  3. The system dials the third record in the chain. There is no answer.
    • Retry 1: The system retries the record 30 minutes later. There is no answer.
    • Retry 2: The system retries the record after 30 minutes plus the additional 10-minute increment. There is no answer.

The records are updated in the contact list and the system stops processing the chain.

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This page was last modified on 2 October 2018, at 06:17.