Setting the dialing order for priority, retry, and regular records in a campaign at run time

Last Updated : May 31, 2022 |
Prolog information
Metadata
Keywords:
The order in which the priority, retry, and regular records must be dialed is set during campaign creation in POM. You can use the Supervisor Dashboard to change this dialing order during a running campaign.
The default dialing order is: Priority, Retry and Regular records. Which means amongst a priority record, a retry record matured for dialing, and a regular record, the priority record is dialed first, followed by the retry record, followed by the regular record.
When setting the dialing order, ensure that the order of the priority records is higher than the regular records.
Regular records are new records that are picked up for dialing from the contact list. Regular records have priority 5.
Retry records are records that are attempted, but are marked for retry on attempt completion.
Records with priority 6 and above are considered as high priority records. A high priority record is always dialed before a regular record.
  1. On the ribbon bar of the Supervisor Dashboard, click Active Campaigns.
  2. On the Active Campaigns page, click Actions Actions icon corresponding to the campaign and click Settings.
    ADDITIONAL INFORMATION:
    The Settings option is available only if the campaign is in a running or callback state.
    The Campaign Settings page is displayed.
  3. On the Job Parameters tab, in Dialing Order, drag the priority, retry, and regular record types up or down in the hierarchy as per the dialing order you want to set.
    ADDITIONAL INFORMATION:
    Ensure that the order of the priority records is higher than the regular records. Otherwise, the system shows an error message.
  4. Do one of the following:
    • Click Apply to save the changes and retain the page to perform more changes.
    • Click Save & Close to save the changes and close the page.