Apply Device Escalation
In the event records within a contact list contain multiple devices, you can use the Device Escalation feature to specify which device(s) in the record you want to the system to dial. If you want the system to dial more than one device, you can define the order in which the devices are dialed. You can also specify how to handle answering machine detection - drop the call, deliver the call to an agent, or send the call to a DN for treatment (for example, leave a pre-recorded message).
On the Treatment tab, click the Treatment button to see all available treatment sub-tabs - Delivery Options, Retry Options, and Device Escalation.
The Device Escalation sub-tab is initially disabled (greyed out). To enable it, set the Use Device Escalation switch to the On position. Now you can click the Device Escalation sub-tab to define the device escalation plan.
By default, all 10 devices are enabled and are prioritized/ordered from Device 1 to Device 10. Each device can be enabled or disabled at any time, even while a campaign group is running, and the changes are updated in real-time.
The best way to understand how this feature works is to read the scenarios below and then apply the principles and plan to your own scenario.
Device Escalation Business Scenario
To begin, let's say there are four devices for a record:
- Device 1 is home
- Device 2 is personal mobile
- Device 3 is work
- Device 4 is business mobile
You should now formulate a plan. In this scenario, you should start by determining which devices you want to target, then prioritize the order in which those devices are contacted, and then determine what you want to do if the system detects an answering machine on any given device.
Target devices
Plan: You're calling at a time when contacts are unlikely to answer their home phone or their work phone - say at lunch time on a weekday. So you want to target mobile devices only. In this case, that's Device 2 (personal mobile) and Device 4 (business mobile).
Action: For Device 2 (personal mobile) and Device 4 (business mobile), leave the Enable Device switches set to the On position. For all other devices, turn the Enable Device switch to the Off position.
Prioritize contact order
Plan: Notice in the Device to Call field that Device 2 (personal mobile) is placed in the 2nd priority position, while Device 4 (business mobile) is placed in the 4th priority position. That means the system will call the personal mobile phone before calling the business mobile. However, you want the reverse to happen - you want to start with Device 4 (business mobile) before proceeding to Device 2 (personal mobile).
Action: To reverse the order:
- From the Device to Call menu for Device 2 (personal mobile), select Device 4 (business mobile). This will place the business mobile phone in the 2nd priority position.
- From the Device to Call menu for Device 4 (business mobile phone), select Device 2 (personal mobile). This will place the personal mobile phone in the 4th priority position.
Handle answering machine detection
Plan: If an answering machine is detected on Device 2 (personal mobile), you want an agent to take the call and leave a voicemail. If an answering machine is detected on Device 4 (business mobile), you want the system to hang up.
Action: In the Answering Machine field, select the following:
- Device 4 (Business mobile) - select Will be dropped
- Device 2 (Personal mobile) - select Will be connected. The Destination DN provided on the Delivery Options tab will now populate in the Destination DN field here. Note: If you edit the default Destination DN on this tab, the change will apply to all devices because all devices must use the same Destination DN.