Consider a campaign strategy where the retries are set as follows:

See the following examples for the behavior of POM in different scenarios.

Example 1

1. POM makes the first attempt to contact the customer and gets the completion code as Call Busy.

2. A retry is mentioned on Call Busy so the first retry will be made after 30 seconds. POM again gets the completion code as Call Busy.

3. Second retry will be made after 30 seconds. POM gets the completion code as Ring No Answer.

4. A retry is mentioned on Ring No Answer so the third retry will be made after 60 seconds. POM gets the completion code as Call Busy.

5. While processing Call Busy POM has already made 3 retries, whereas the allowed value is only 2, so POM does not attempt the contact and the contact will move to fail state specified here as done.

Example 2

1. POM makes the first attempt to contact the customer and gets the completion code as Call Busy.

2. A retry is mentioned on Call Busy so the first retry will be made after 30 seconds. POM again gets the completion code as Call Busy.

3. Second retry will be made after 30 seconds. POM gets the completion code as Ring No Answer.

4. A retry is mentioned on Ring No Answer so the third retry will be made after 60 seconds. POM gets the completion code as Ring No Answer.

5. Fourth retry will be made after 60 seconds. POM gets the completion code as Ring No Answer.

6. While processing Ring No Answer POM has already made 4 retries whereas the allowed value is only 4, so POM does not attempt the contact and the contact will move to fail state specified here as done.

Example 3

1. POM makes the first attempt to contact the customer and gets the completion code as Ring No Answer.

2. A retry is mentioned on Ring No Answer so the first retry will be made after 60 seconds. POM again gets the completion code as Ring No Answer.

3. Second retry will be made after 60 seconds. POM gets the completion code as Call Busy.

4. While processing Call Busy POM has already made 2 retries whereas the allowed value is only 2, so POM does not attempt the contact and the contact will move to fail state specified here as done.

Example 4

Enhancement in the Call Retry logic:

1. POM makes the first regular attempt to contact the customer. This call attempt results in Call Busy completion code.

2. POM makes the next attempt from the retry node after 30 seconds. Again, this attempt results in Call Busy. Retry count for Call Busy completion code is now 1.

3. Before launching the next retry attempt from Call Busy retry node, POM compares the Call Busy retry count against the configured retry count. Retry count for Call Busy is 1 and configured retry count is 2.

4. POM makes the second retry after 60 seconds. This attempt results in Ring No Answer. Retry count for Ring No Answer completion code is now 1.

5. Before launching the next retry attempt from Ring No Answer retry node, POM compares the Ring No Answer retry count against the configured retry count. Retry count for Ring No Answer is 1 and the configured retry count is 4.

   In case of the existing logic, in Ring No Answer completion code, POM would count from 2 as POM maintains the retry count at the action node level.

   As per the new enhancement, in Ring No Answer completion code, POM counts from 1 as POM maintains the retry count at the completion code level.

   After the retry count for a specific completion code reaches the retry count that is configured for that completion code retry node, POM executes the next state mentioned in the Fail State.