Change pacing type of a Call task node of a campaign at run time

Last Updated : Aug 05, 2022 |
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You can use the Supervisor Dashboard to change the pacing type of a Call task node of a campaign at run time, that is, when the campaign is in a running or callback state. You can also configure the run-time parameters for the new pacing type.
The following table provides information about the pacing types you can change at run time:
Pacing type in the campaign strategy
Pacing type you can change to at run time
Preview
Progressive
Cruise Control
Expert Call Ratio
Preview
Yes
Yes
Yes
Yes
Progressive
Yes
Yes
Yes
Yes
Cruise Control
Yes
Yes
Yes
Yes
Expert Call Ratio
Yes
Yes
Yes
Yes
Preview (Attribute-based dialing campaign)
Yes
Yes
No
No
Progressive (Attribute-based dialing campaign)
Yes
Yes
No
No
When you change the pacing type of a Call task node at run time:
  • POM does not pick up any new contacts for dialing till it processes the new pacing request.
    However, if a contact is already being dialed or is In Progress when you change the pacing type, the call is completed according to the original pacing type.
    POM considers a contact to be In Progress if it meets any of the following conditions:
    • The contact is picked up for an attempt but not yet attempted.
    • The contact is attempted, but result processing is not done on the contact attempt yet.
    • Attempt is in progress for the contact.
  • The following parameters are common between the Preview, Progressive, Cruise Control, and ECR pacing types.
    POM replicates the values of these parameters from the old pacing type in the new pacing type:
    • Min. Agents
    • Max. Agents
    • Agent Outbound Skill
    • ACW Time (Sec)
    • # of ACW extensions
    • Default Completion Code
    For example, Min. Agents is set to 2 in a Call task node with Preview pacing type. If you change the pacing type from Preview to ECR at run time, POM replicates the Min. Agents value from Preview in ECR, that is, 2.
  • POM does not replicate the values of the CCA parameters from the old pacing type in the new pacing type.
    Hence, to use the CCA parameters for the new pacing type, you must configure them for the new pacing type, even if they are already configured for the old pacing type.