You can specify phone attributes in the Time Zone Phone Attributes field on the Campaign Creation page to configure the follow-the-sun dialing feature.
POM determines the guard time of these phone attributes before it picks up the records for dialing. POM stores the guard time information in the Job_attribs table and picks up a record for dialing from the Job table only when the guard time of at least one of these phone attributes is open for dialing. Thus, reducing the possibility of the records getting restricted during actual dialing.
In addition, you can also enable the following options on the Campaign Creation page:
-
User Preferred Time: To use the values from the following attributes of a phone attribute for determining the guard time of the phone attribute:
-
Phone Allowed Time: Use this attribute if your customer permits you to call on a specific phone number only during specific hours and days of the week.
-
Phone Disallowed Time: Use this attribute if your customer does not want to be called on a specific phone number during specific hours and days of the week.
-
Timezone of Zipcode: To use the zip code-based guard time of a record for determining the guard time of each phone attribute.
If you enable the User Preferred Time and Timezone of Zipcode options, POM determines the intersecting time between the guard time of a phone attribute, user preferred time, and zip code-based guard time as the final guard time for the phone attribute.
Tip:
To pick up those phone attributes for dialing first whose time zone closes first, you can configure a sort condition for the <Phone attribute name> Time Zone attribute in the filter template that is associated with the contact lists of the campaign and specify the sort order as Descending.
Note:
The follow-the-sun dialing feature is applicable only to the Call task nodes of a campaign. For other task nodes, such as, Mail and SMS, POM picks up the filtered records for an attempt without validating their guard time.
Even though POM picks up the records for dialing based on the guard time of the phone attributes configured in the Time Zone Phone Attributes field, the actual dialing is done based on the order of the phone attributes in the campaign strategy.
After POM picks up a record for dialing from the Job table and before actually dialing the record:
-
POM performs the remaining validations on the record. For example, rule validation, holiday validation, and minimum and maximum contact time validation.
If any of these validations fail, POM marks the record as restricted.
-
Because the phone attributes are dialed according to their order in the campaign strategy, POM evaluates the guard time of the phone attributes at the time of dialing.
After you run the campaign, an authorized user can use the Supervisor Dashboard to view the time zone-wise distribution of the records in real time. The user can use the record distribution data to make real-time decisions for a campaign.
For example, the user can decide the number of agents to allocate for outbound activities based on the number of yet to be dialed records for a time zone and whether the time zone is open for dialing.
