Rules are restrictions that you can configure for outreach attempts based on contact or address, number of attempts, channel, last attempt completion code, or nuisance frequency.
For example, you can create a rule to allow maximum three attempts in 24 hours. You can use the Rule Editor to configure rules. The Rule service must be running while performing any action in the Rule Editor. Otherwise, the system displays an error message.
Rule Editor supports multitenancy.
If you have Experience Portal administrator role or POM Campaign Manager role, then by default you have access to the rule editor. You can also create a custom role for accessing the rule editor.
In the Rule Editor, you can:
Configure rules that can be applied to all or specific campaigns.
Exclude rules for callbacks, redial, external consult, or preview type of campaigns.
Apply rules for voice, SMS, email, or custom type of channel.
Apply rules for contact address or contact record. A contact record is identified based on the contact ID you provide while importing the contact record into the POM system.
Apply rules based on completion codes.
Identify attempts that are restricted due to rules with custom completion codes.
Enable or disable rules, retaining the campaign association, for a particular zone.
Change the order in which the system and user-defined rules are run at a campaign level for a specific zone.
Edit a rule at run time in a running campaign.
Delete a rule. You can also delete a rule associated with a running campaign. When you delete a rule, the campaign and job association with the rule is removed.
Create custom rules by using a custom Java class.
For more information about creating a custom class for custom rules, see Developer Guide for Proactive Outreach Manager.
The rules you create are associated with the organization and are owned by you. While creating a rule, the owner organization information is stored in PIM_Rule table.
Note:
You cannot configure rules with duration greater than the data retention period for restricted attempts. If you modify the purge schedule, ensure you modify the rules accordingly if required.
You can configure strategy restrictions, attribute and system restrictions, and rules. The order of precedence is: strategy restrictions, attribute and system restrictions, and then rules.
Based on the completion code specified in the rule that restricts a contact, you can create a handler node in the campaign strategy. In a campaign strategy, POM supports only one action for each handler node.
For example, before making an attempt, Campaign Manager checks if the rule engine has restricted any calls by the 24Hours AMD rule. If the contact is restricted by the 24Hours AMD rule, you can switch the attempt to the Preview mode.
For example, if a contact list is associated with two different campaigns and the same records are selected after applying filter in both the campaigns, it is likely that all the records get dialed from both the campaigns. If you want a record or contact to be dialed only once regardless of its selection in any of the campaigns, create a rule by using the Rule Editor.
You can configure the rule at a global or campaign level to restrict the number of dialing attempts made on a contact, record, or address within a specified time.
For example, you can create a rule to dial a record only once in 24 hours. If you create such a rule at a global level, a contact is dialed only once in 24 hours even if it is part of multiple campaigns. If you create such a rule at a campaign level, then associate the rule with the campaigns where such behavior is desired.
