Overview
Admins can configure the system to automatically redial Leads with specific Statuses without having to reset their Lists. Lead Recycling allows the system to call Leads automatically based on the current Disposition and the amount of time between automatic dials.
Contents
- Before You Begin
- Guidelines for Setting up Standard Lead Recycling
- Setting Up Standard Lead Recycle
- Dispositions with Required Delay
Before You Begin
- There are two types of Lead Recycling available for your Campaigns: Standard and Workflow. Auto Lead Recycle, also known as Workflow-based Dialing or Call Cadences, allows Admins to set different delays for each Status based on Call Count. This allows for more dynamic dialing that can be more or less aggressive depending on the Status and calls made to the Lead.
- To learn more about configuring Workflow Dialing, see Setting Up Campaign Workflow-Based Dialing.
Guidelines for setting up Standard Lead Recycling
- Set the interval to hours, not minutes. A longer interval means longer List life, and you will not redial Leads too often.
- For example, the Status of the No Answer Auto Dial or Answering Machine should be set to intervals of 2-6 hours.
- There is one exception to this rule: when the Status is for a Dropped Call. A Dropped Call is when a live person picks up the phone and the call drops before connecting with an Agent. You may want to call them back in 5-15 minutes.
- You do not have to recycle every Status. You can set Answering Machine or No Answer Auto Dial to recycle every 2-6 hours and leave every other Status with a call attempt of one.
- This is one way of ensuring you are dialing the Statuses you are still trying to reach.
- Leave the Status of New Lead with no recycling and a maximum attempt of one. By the very nature of a New Lead, the first time it is dialed the Status will change and no longer be a New Lead.
Setting Up Standard Lead Recycle
1.) Click the Call Center main menu.
2.) Click the Campaigns menu option.
The Show Campaigns page will open.
3.) Open your Campaign's settings by clicking the Name or selecting Settings from the Action gear-wheel drop-down.
The Campaign Settings page will open on the General tab.
4.) Click the Dispositions tab.
5.) Under Dialable Statuses, there are Standard and Workflow dialing buttons. Click Standard.
Note: Activating Standard mode will automatically deactivate Workflow mode. The highlighted mode, or in green color, is the one that is currently activated.
6.) Click the green + Add Dialable Disposition button to add a Disposition.
A new entry will appear in the Dial-able Dispositions table.
7.) Configure your new Dialable Status.
- (A) Dialable Status: The drop-down in this column is for assigning your Dialable Status or Dispositions.
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(B) Attempt Second Delay: Defines the delay between call counts in Seconds.
- For example: Pictured above, between the first and second call attempt is a ten-minute delay.
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(C) Maximum Attempt: The drop-down in this column allows you to assign the maximum number of times to call Leads with this Status.
- For example, if you set the Answering Machine Status with an Attempt Second Delay of 120 seconds and a Maximum Attempt of 5, Leads with this Status will be added to the Hopper again after 2 minutes, and after 5 calls, the system will not dial those Leads anymore until the List is reset.
- (D) Hopper Priority: (Optional) This drop-down allows you to designate a Hopper Priority rating for each of your Statuses.
Note: Resetting a Lead List will return the Call Count to zero and make the Leads dial-able again. See Resetting Lead Lists from a Campaign to learn more about this process.
8.) Use the + Add Dialable Dispositions green button to add more Dispositions as needed. Alternatively, Clone your existing Dispositions using the Clone Dial-able Dispositions drop-down and Clone button.
9.) Once all of your Dispositions are configured, scroll down and click the blue 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 Attempt Second Delay follows these requirements:
- Congestion - minimum 1-hour (3,600 seconds) delay.
- Disconnected Number - minimum of 15-day (1,296,000 seconds) delay.
- Operator Intercept - minimum of 5-day (432,000 seconds) 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.