When a campaign starts, the Campaign Manager filters and sorts the contacts as per the filter template and contact list association configured on the Campaign Creation page. POM creates a temporary job-specific table and adds the filtered contacts to it. Campaign Manager uses these filtered contacts for the campaign.
However, you can use the Supervisor Dashboard to perform the following changes to the associated filter template or contact list of a campaign when the campaign is running:
Change the filter criteria in the filter template.
Change the sort criteria in the filter template.
Associate a new filter template to the contact list of a campaign.
Add a contact list with priority to the campaign.
Remove a contact list from a campaign.
When you perform any of the preceding dynamic changes at run time, Campaign Manager performs the following operations:
Campaign Manager temporarily halts dialing. It dials only the contacts that are already picked for dialing, but does not pick the next contact for dialing.
Campaign Manager removes the existing contacts from the job table, except contacts that are in an In Progress state.
Contacts are considered to be In Progress if they meet any of the following conditions:
Contacts are picked up for an attempt, but not yet attempted.
Contacts are attempted, but result processing is not done on the contact attempt yet.
Callback is set on the contact.
Retry is set on the contact.
Attempt is in progress for the contact.
The retry and callback records are still maintained in the database table that Campaign Manager uses for maintaining the dialed records for further processing.
Campaign Manager reruns the filtering process and adds the latest filtered contacts to the job table of the campaign.
Except the contacts which are In Progress, Campaign Manager removes the previously filtered contacts from the job table, including contacts which are already marked as Done. Hence, if an already attempted contact gets filtered again, the contact can get dialed again.
To avoid dialing the previously attempted contacts that are filtered again because of the new filter criteria, use the last completion code of the contact when specifying the filter condition.
Every time the Campaign Manager filters the records, it checks for the Pause Dialing During Contact Selection option that is configured on the Campaign Creation page. If the Pause Dialing During Contact Selection option is enabled, contacts are dialed only after POM finishes filtering all contacts as per the new filtering conditions. Otherwise, contacts are dialed immediately after the first set of contacts are filtered.
If the Parallel Dialing feature is enabled in POM and you edit a filter template associated with the contact list of a campaign at run time, the new filtered records includes the records that were already picked up for an attempt before modifications were performed in the filter template.
Note:
In case of an Oracle database, if you specify custom attributes of type STRING for sorting, POM considers only the first 100 characters of the attribute value for sorting.
