Overview
The following Dispositions/Statuses will be subject to a mandatory retry delay between 1and 360 hours: CG (Congested), DC (Disconnected Number), and OI (Operator Intercept).
This update will improve system stability and will apply to all outbound calls with these Dispositions.
Contents
Before You Begin
- Convoso offers two types of Lead Recycle Standard and Workflow. They enable Admins to configure dialing settings based on Dial-able Dispositions.
- Admins can configure these settings for Campaigns and Lead Lists.
- To learn more about Workflow Dialing for Campaigns, see Setting up Campaign Workflow-Based Dialing.
- To learn more about Standard Dialing for Campaigns, see Setting Up Standard Lead Recycling in a Campaign.
Dial-able Dispositions
Admins can identify which Dispositions they want the system to re-dial for Campaigns and Lead Lists. In the Dial-able Dispositions section they can designate how many times the system will retry Leads with these Dispositions and the time it waits between each attempt.
Congestion
Dial-able Disposition settings for CG (Congested) will reflect a mandatory minimum delay of 1 hour between calls. Leads with this System Status will only be available to re-dial after 1 hour.
This will apply to Dial-able Disposition settings for Campaigns and Lists.
- For Standard Dialing, this will mean an Attempt Second Delay of at least 3,600 seconds.
- For Workflow Dialing, this will mean an Attempt Second Delay of at least 1 hour for each Call Count range.
Note: After the Admin clicks the Apply Changes button, the system will automatically update CG settings with a delay of less than 1 hour (3,600 seconds) to reflect this required minimum. Admins cannot save CG Dial-able Disposition settings with less than 1 hour between calls.
Disconnected Number
All Dial-able Dispositions settings for DC (Disconnected Number) will reflect a new 15-day delay. Leads with this System Status will only be available to re-dial after 15 days.
This will apply to Dial-able Disposition settings for Campaigns and Lists.
- For Standard Dialing, this will mean an Attempt Second Delay of at least 1,296,000 seconds.
- For Workflow Dialing, this will mean an Attempt Second Delay of at least 15 days for each Call Count range.
Operator Intercept
All Dialable Dispositions settings for OI (Operator Intercept) will reflect a one-hour delay for re-dialing.
This will apply to Dial-able Disposition settings for Campaigns and Lists.
- For Standard Dialing, this will mean an Attempt Second Delay of at least 3,600 seconds.
- For Workflow Dialing, this will mean an Attempt Second Delay of at least 1 hour for each Call Count range.
Note: After the Admin clicks the Apply Changes button, the system will automatically update OI settings with a delay of less than 1 hour (3,600 seconds) to reflect this required minimum. Admins cannot save OI Dial-able Disposition settings with less than 1 hour between calls.
How Will this Work?
All existing Dial-able Disposition configurations will automatically update to reflect the new delay.
When new Dial-able Dispositions for Disconnected Numbers are added, they will be preconfigured with the minimum delay period defined for this Disposition.
When the Admin clicks the Apply Changes button, the system will update the Congestion and Operator Intercept configurations as needed to reflect the one-hour minimum.
Manually changing the settings for Disconnected Numbers to less than this delay period will produce an error.
Workflow Automation
Workflow Automation is used to create cadences of events based on specific triggers. Admins can configure Workflows to place a call or schedule a callback based on Disposition.
These calls also need to take place after the delay periods for Congestion and related Dispositions.
- Existing Workflows:
- If an Event has either of these Dispositions: Congestion (CG) or Operator Intercept (OI) and an Action set to Place Call or System Callback, set the schedule to 1- hour or 3,600 seconds.
- If an Event has the Disposition Disconnected Number and an Action set to Place Call or System Callback, set the schedule to 360 hours or 1,296,000 seconds.
- For all future Workflows:
- If an Event has either of these Dispositions: Congestion (CG) or Operator Intercept (OI) and an Action set to Place Call or System Callback, set the schedule for 1 hour onwards or 3,600 seconds.
- If an Event has the Disposition Disconnected Number and an Action set to Place Call or System Callback, set the schedule for Day 15 onwards or 1,296,000 seconds.
A note has been added to the Add Action modal when Place Call or System Callback is selected as a reminder of the new delay periods for these Dispositions.
Note: If disposition or redisposition CG, DC, or OI is triggered, all calls placed will automatically include a delay between 48 to 360 hours, dependent on the disposition.