Delivery and Retry Options

This article describes the available Delivery Options and Retry Options. For information about device escalation, go here. For information about SCXML-based treatments, go here

Delivery Options

Use 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 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

Use the Retry Options tab to define the way in which the system retries calls based on a given call result. For example, you could specify the following:

• If the call result is Busy
• Wait 30 minutes (Interval)
• Then redial the number (Apply to Record action)
• Every 5 minutes (Increment)
• Up to a maximum of 3 times (Retry Count)
• Then move to the next record in the chain and apply the same treatment (Next Action)

This section shows you how to define a treatment plan based on a given call result.

Each Retry Option is defined as follows:

Retry Option	Description
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 chainaction.)

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

Call Result Value	Description
Unknown
Abandoned	The call was dropped and will not be redialed.
Agent Callback Error	The system generates this call result when a call record is rescheduled according to a personal callback request from the desktop application, but the system cannot find the designated agent to receive the callback when the scheduled time arrives.
All Trunks Busy	There are no free trunks on the switch.
Answer	The customer was reached at the dialed phone number.
Answering Machine	An answering machine was detected at the dialed phone number.
Bridged	Reserved for future use.
Busy	The phone number was busy.
Call Drop Error	Reserved for future use.
Cancel Record	The record has been marked with Cancel by the agent desktop application or a third-party application.
Cleared	Reserved for future use.
Conferenced	Reserved for future use.
Consult	Reserved for future use.
Converse-On	Reserved for future use.
Covered	Reserved for future use.
Deafened	Reserved for future use.
Dial Error	There was a hardware error.
Do Not Call	The record has been marked with DoNotCall by the agent desktop application or a third-party application.
Dropped	The call was dropped by the dialer after the call was dialed.
Dropped on No Answer	Reserved for future use.
Fax Detected	A fax machine was detected.
Forwarded	Reserved for future use.
General Error	A general error occurs when a call is not completed, possibly caused by an invalid telephone number in the record or a wrong number.
Held	Reserved for future use.
No Answer	There was a ring without an answer.
No Dial Tone	Absence of dial tone based on an error returned by the Dialogic board or the call progress detection (CPD) board on the switch.
No Established	Reserved for future use.
No Free Port Error	No port is available to place call.
No Progress	Reserved for future use.
No Ring Back	Reserved for future use.
NU Tone	A special Public Switched Telephone Network (PSTN) code valid only in Europe.
OK	The system treats OK as undefined and disregards any treatments created for this call result.
Overflowed	Reserved for future use.
Pager Detected	A pager was reached at the dialed phone number.
Picked Up	Reserved for future use.
Queue Full	Reserved for future use.
Redirected	Reserved for future use.
RemoteRelease	Reserved for future use.
Silence	The call was dialed, but there was no call progress detection (CPD).
SIT Detected	Any type of network tone.
SIT Oper Intercept	Only applies if the network supports this specific standard information tone (SIT). Check with the switch vendor for confirmation.
SIT Invalid Number	Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
SIT No Circuit	Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
SIT Reorder	Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
SIT Unknown	Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
SIT VC (Vacant Code)	Only applies if the network supports this specific SIT. Check with the switch vendor for confirmation.
Stale	The call result is marked as stale if the following timer has expired: stale_clean_timeout the system will also mark the call result as stale for call records that have not received a RecordProcessed request from the desktop application when a dialing session/campaign group is being unloaded.
Switch Error	No dial tone was received.
System Error	A dialing software error.
Transfer Error	The system has a problem transferring calls based on the call action.
Transferred	Reserved for future use.
Wrong Number	The call is answered but the desired person(s) could not be reached; this call result is sent by the agent desktop application and not detected by the dialer.
Wrong Party	The call is answered by a wrong party; this call result is sent by the desktop application and not detected by the dialer.

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: 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. 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. 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.