You can exclude contact records from the Filtered dialing list by using the Excluded contacts icon on the Contact Lists page. While excluding a contact and marking the excluded contact as not callable, if the contact is already present in some running campaigns, it will not be dialed through any campaign after exclusion. Contacts which are marked as excluded are never picked for dialing through new campaigns that are started after the exclusion. To attempt excluded contacts, then you must remove these contacts from the exclusion list.
If the excluded contacts are not yet dialed, then they are removed from the contact list of the running campaigns. However, contacts that are ”in process” are not excluded immediately if:
The dialing of the contacts is in progress.
Retry or Callback set for a contact.
Callback is set on the contact using a web-service before the start of the job.
Contacts in above scenarios are marked as excluded at the time of their next attempt. For example, consider a contact list associated with a running campaign has 10 contacts, and 5 contacts are already picked up for dialing. If you exclude all the contacts in this contact list, the campaign manager excludes and removes only the 5 contacts that are not yet picked up for dialing, whereas it continues processing the other 5 contacts that it had already picked up for dialing.
In another example, consider a contact list associated with a running campaign has 10 contacts, and 5 contacts are marked for Callback or Retry. When the Callback or Retry time for the contacts mature, campaign manager checks if these contacts are marked excluded. If they are excluded, it does not pick these contacts for dialing.
In such cases, Supervisor Dashboard does not reduce the count of Un-attempted Contacts. The job remains in running state till the Callback or the Retry matures.
