Retry Settings in Queue Campaign

This article explains what the different Retry settings mean.

Global

• Global max retries: the maximum number of times the dialer will recall a contact irrespective of the reason the call failed. After the global max retries, the dialer will consider the contact closed and will not recall again (Default=4).

Congestion (status that occurs when, for instance, there are failures in the trunk)

• Congestion Max Retries: the maximum number of times the dialer will recall a contact failed for congestion reason (Default=3). If this limit is reached, contact moved from hopper to final and no longer called.

• Congestion Retry Time: time in minutes the dialer will wait before recalling a contact failed for congestion reason (default=150). The dialer will recall for congestion max retries as long as the global max retries is not reached. If congestion max retries is exhausted before global max retries, the contact will be closed for congestion and will not be called again.
  
  

Scenario:
Congestion Max Retries 3 - Congestion Retry Time 150 min
Contact is called the first time at 10am → Congestion Status → In the hopper the parameter “scheduled at”  is increased of 150 minutes → Contact is recalled at 12.30pm. This login continues until Max Retries are reached.

Busy (status that occurs when agent is already talking to another customer)

• Busy Max retries: the maximum number of times the dialer will recall a contact failed for busy reason (default=3).

• Busy Retry Time: time in minutes the dialer will wait before recalling a contact failed for busy reason (default=150). The dialer will recall for busy max retries as long as the global max retries is not reached. If busy max retries is exhausted before global max retries, the contact will be closed for busy and will not be called again.

No Answer (call is not answered)

• No Answer Max retries: the maximum number of times the dialer will recall a contact failed for no answer reason (default=3).

• No Answer Retry Time: time in minutes the dialer will wait before recalling a contact failed for no answer reason (default=150). The dialer will recall for no answer max retries as long as the global max retries is not reached. If no answer max retries is exhausted before global max retries, the contact will be closed for no answer and will not be called again.

No Such Number (the called number is considered non-existent)

• No Such Number Max retries: the maximum number of times the dialer will recall a contact failed for no such number reason (default=3).

• No Such Number Retry Time: time in minutes the dialer will wait before recalling a contact failed for no such number reason (default=150). The dialer will recall for no answer max retries as long as the global max retries is not reached. If no such number max retries is exhausted before global max retries, the contact will be closed for no such number and will not be called again.

Drop (status that occurs when the customer answered but the system hung up the call for timeout on the queue)

• Drop Number Max retries: the maximum number of times the dialer will recall a contact failed for drop reason (default=3).

• Drop Retry Time: time in minutes the dialer will wait before recalling a contact failed for drop reason (default=150). The dialer will recall for drop max retries as long as the global max retries is not reached. If drop max retries is exhausted before global max retries, the contact will be closed for drop and will not be called again.

Abandoned (status that occurs when the customer hangup the call before being connected to an agent)

• Abandoned Max retries: the maximum number of times the dialer will recall a contact failed for abandoned reason (default=3).

• Abandoned  Retry Time: time in minutes the dialer will wait before recalling a contact failed for abandoned reason (default=150). The dialer will recall for abandoned max retries as long as the global max retries is not reached. If abandoned max retries is exhausted before global max retries, the contact will be closed for abandoned and will not be called again.

Machine (status that occurs when in Advanced section you configure AMD)

• Machine Max retries: the maximum number of times the dialer will recall a contact failed for machine reason (default=3).

• Machine Retry Time: time in minutes the dialer will wait before recalling a contact failed for machine reason (default=150). The dialer will recall for machine max retries as long as the global max retries is not reached. If machine max retries is exhausted before global max retries, the contact will be closed for machine and will not be called again.

Agent Reject (status that occurs when the call is sent to an available agent who rejects the call)

• Agent Reject Max retries: the maximum number of times the dialer will recall a contact failed for agent reject reason (default=3).

• Agent Reject Retry Time: time in minutes the dialer will wait before recalling a contact failed for agent reject reason (default=150). The dialer will recall for agent reject max retries as long as the global max retries is not reached. If agent reject max retries is exhausted before global max retries, the contact will be closed for agent reject and will not be called again.

Additional phones

• Call additional phone after (min): time in minutes between the call to the  primary phone and the call to the additional phone, in case of inability to reach the primary phone. The dialer calls the primary phone. If the Contact hasn't been reached through the primary phone, after tot minutes (in the example, 3 minutes), the dialer will call the additional phones, according to priorities. 

Global max retries dominates the max retries of the different status. In total, a contact cannot be called more than the global max retries. If the sum of the varous status reaches this global number, the contact is no longer called and it moved from hopper to final.