Overview
This is a feature in which the system automatically recycles leads for a specific List. As with standard Workflow-Based Dialing, you can set multiple delay attempts per Call Count, but this focuses solely on a certain List or set of Lists in the Campaign.
Contents
Before You Begin
Workflow-based Lead Recycling will behave according to the Workflow, and resetting has no effect on which Workflow step is used - if you want to dial more than the maximum on the Workflow steps, you must add new Workflow steps (Call Count).
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Resetting a List will impact Workflows set to Since Last Reset in the Call Count Type setting.
- To learn more about this Workflow Dialing update, see Workflow Dialing Call Count Update.
Workflow Dialing for Lists
1.) Click the Call Center main menu.
2.) Click the Lists menu option
The Manage Lists page will open.
3.) Click the name of the List to open the settings.
The View List page will open on the List Settings tab.
4.) Click the Dispositions tab.
5.) Set Override Campaign Dial-able Statuses to Yes. Enabling this setting ensures that the Dialing settings here will override the Campaign.
6.) Click the Workflow button.
7.) Select a Call Count Type:
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Actual:
The system will dial Leads based on the true number of times they have been called in the past. -
Since Last Reset:
The system will dial Leads based on the number of calls since the last time the List was reset.
9.) Configure your Dial-able Statuses.
- (A) Select a Dialable Status in the drop-down.
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(B) Configure Call Counts and Delay Attempts.
- Call Counts are the number of times the system has dialed the Lead.
- Delay Attempts is the amount of time the system waits between each call.
- (C) Select a Hopper Priority per Call Count range in the drop-down(s).
- (D) Click the green Plus icon to add a Call Count range.
- (E) Click the minus icons to remove a Call Count range(s).
Repeat steps (A-F) for as many Dial-able Statuses as needed.
9.) Click the Apply Changes button.
Dispositions with Required Delay
A selection of System Statuses/Dispositions, CG (Congested), DC (Disconnected), and OI (Operator Intercept), have mandatory delay periods between each Call Count.
These delay periods ensure system stability and apply to all outbound calls with these Dispositions.
When a New Dial-able Disposition is added with any of these Statuses, the system will ensure each Call Count range follows these requirements:
- Congestion - minimum 1-hour delay.
- Disconnected Number - minimum of 15-day delay.
- Operator Intercept - minimum of 1-hour delay.
Admins can add more time to these delays; however, if they try to shorten the delay, they will receive an error, or the Disposition will correct itself.
- See Congestion, Disconnected Number, & Operator Intercept Dialing Update to learn more about these Dispositions.
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