Plans
The Plans page is where you create and manage the various rule-based plans that can be assigned across the system. Most plans are assigned at list level via the Plans tab on the Lists page, allowing different rules to be applied to different data sets.
To access it, go to Settings > Advanced > Plans.
Page controls
| Control | Description |
|---|---|
| Plan type | Select a plan type to view, create, and manage plans of that type. |
| New plan | Creates a new plan of the selected type. |
| Clone | Creates an exact copy of the selected plan. |
| Filter | Filters the plan list to show All, Active, or Inactive plans. |
| Save | Saves any changes made on the page. |
Answer Machine Detection
Answer Machine Detection (AMD) plans are assigned to lists and determine whether AMD is applied when dialling home, work, or mobile numbers — or any combination of the three.
| Setting | Description |
|---|---|
| Name | The name of the plan. |
| Active | Toggle to make the plan active or inactive. |
| Answer Machine Detection Status | Select which phone number types AMD should be applied to: Home, Work, and/or Mobile. Once saved, assign the plan to the relevant list via the Lists page. |
Calling Parameters
Calling parameter plans set the dialling rules for campaigns. They are assigned at list level and control timings for automated outbound calls.
| Setting | Description |
|---|---|
| Name | The name of the plan. |
| Active | Toggle to make the plan active or inactive. |
| Prefix | Added to all outbound calls made over a campaign. This is preset by MaxContact and should not be altered. |
| No Answer Time (secs) | On an automated outbound call, the length of time the system rings before hanging up and moving on. Calls that reach this limit are dispositioned as No Answer. |
| Ans Mach Wait Time (secs) | The amount of time the system waits for an initial response on connection to determine whether the call has been answered by a person or an answer machine. |
| CPA Wait Time (secs) | Call Progress Analysis (CPA) is used by AMD to determine whether an answer machine has been reached. If CPA cannot make a determination within this time, the call is directed to an agent. |
| Drop Call Wait Time (secs) | If no agents are available when a call connects, this is the time before the call is dropped. Ofcom state this should be no longer than 2 seconds, and a compliant drop call message must be played — for example: "Hello, you were called today by [company name] with regards to [reason for call]. If you no longer wish to be contacted by us, please call [freephone or local rate number] to have your details removed." |
| Agent Min Ring Time | Toggle to enable a minimum ring time for manual dial, preview, and callback calls, preventing agents from closing calls too early. This supports compliance with Ofcom's 15-second minimum ring time requirement. |
| Min Ring Time (secs) | The minimum ring time applied when Agent Min Ring Time is enabled. Ofcom state this should be no shorter than 15 seconds. |
| Preview Calls Timeout | Toggle to enable an automatic timeout for preview calls. When enabled, the dialler will place the call automatically if the agent has not done so within the timeout period. |
| Preview Timeout (secs) | How long an agent has to place a preview call before the dialler automatically places it. |
| No Agent Disconnect | Toggle to enable automatic call handling when all agents become unavailable. When active, the No Answer Time is reduced to the Min Ring Time (Yank) setting, and calls exceeding that ring time are disconnected with a Yanked result code. Once an agent becomes available, the system reverts to the standard No Answer Time. |
| Min Ring Time Yank (secs) | The reduced ring time applied when No Agent Disconnect is active. Calls that have been ringing for at least this long when all agents become unavailable will be disconnected with a Yanked result code. Ofcom state this should be no shorter than 15 seconds. |
| Wrap Timeout Agent Notification | Toggle to enable a wrap time limit. When enabled, agents are given a set amount of time to disposition a call after it ends. The timer starts from the moment the call is disconnected — any delay between the call ending and it appearing on the agent's screen will count against this time. |
| Time Until Agent Notified (secs) | How long after the call ends before the agent receives a notification that their wrap time is running out. |
| Wrap Timeout Auto Disposition | Toggle to enable automatic disposition when the wrap timeout is reached. If the agent has not dispositioned the call within the set time, the system will apply the configured result code automatically. |
| Wrap Timeout (secs) | The total time the agent has to disposition the call before the system auto-dispositions it. |
| Wrap Timeout Result Code | The result code applied automatically if the agent does not disposition the call within the wrap timeout. |
Calling Time
Calling time plans are used when dialling different regions or phone types that need to be contacted within specific hours. A calling time plan is assigned to a list and works alongside the campaign or list schedule — both must be active for dialling to occur.
| Setting | Description |
|---|---|
| Name | The name of the plan. Use something descriptive — for example, UK Home or UK Mobile. |
| Active | Toggle to make the plan active or inactive. |
| Time spans | Select the time spans to include in this plan. Spans must be created first via Settings > General > Call Time Plans. Select the spans you want to assign to this plan using the checkboxes. The Go to button next to each span opens it for editing. |
For full detail on creating spans and using time zone codes for international dialling, see Call Time Plans.
Custom Data Fetching
Custom Data Fetching plans let you filter and prioritise which leads are dialled first from a list, based on criteria in the lead data. For full detail on creating and configuring these plans, see Custom Data Fetching.
Do Not Call Plans
Do Not Call (DNC) plans are used to check numbers against DNC categories before a manual outbound call is placed. They are assigned to lists via the Manual Call DNC Scrub Plan setting on the Plans tab.
| Setting | Description |
|---|---|
| Name | The name of the plan. |
| Active | Toggle to make the plan active or inactive. |
| IVR | Numbers added to the DNC list via an IVR. |
| Imported | Numbers imported manually onto the DNC list. |
| Requested | Numbers added to the DNC list at the customer's request. |
| Create new category | Opens a dialog box to create a custom DNC category. Useful when you operate multiple DNC lists for different products, services, or client accounts. |
IVR Plan
IVR plans let you assign specific IVR routes to different call scenarios on a list. This allows different lists to play different messages or route calls differently for the same type of event.
| Setting | Description |
|---|---|
| Name | The name of the plan. |
| Active | Toggle to make the plan active or inactive. |
| Refresh IVRs | Reloads the list of available IVRs. Select this before making changes to ensure any recently created IVRs are included. |
| Person | The IVR route to follow when a person answers the call on an IVR type campaign. |
| Answer Machine | The IVR route to follow when an answer machine is detected — for example, to play a pre-recorded message. |
| Call on hold music | The IVR route to play when the customer is placed on hold, typically containing hold music or a message. |
| Dropped call | The IVR route to play when a call is dropped due to no agents being available. This is an Ofcom requirement — the message must meet compliance guidelines. |
| User transfers | The IVR route played when an agent transfers a customer — typically hold music or a message while the transfer is in progress. |
Password Policy
Password policies let you set configurable password requirements for different permission groups. Where a user belongs to multiple groups with different policies, the more restrictive setting always applies. For example, if three policies have different Min Numeric values, the highest value is used.
| Setting | Description |
|---|---|
| Name | The name of the policy. |
| Active | Toggle to make the policy active or inactive. Note: a policy can only be set to inactive after it has been created. |
| Min length | Passwords must be at least this many characters long. Highest value applies across multiple plans. |
| Max length | Passwords must not exceed this many characters. Highest value applies across multiple plans. |
| Min alpha | Passwords must contain at least this many alphabetic characters (a–z). Highest value applies. |
| Min numeric | Passwords must contain at least this many numeric digits. Highest value applies. |
| Min special characters | Passwords must contain at least this many special characters. Accepted characters: ! @ # $ % ^ & * ( ) \ - _ [ ] ?. Highest value applies. |
| Auto expire (days) | The number of days before a password expires. On expiry, the user is prompted to change their password on next login. Passwords must be unique within the last 10 changes. Lowest value applies across multiple plans. |
| Maximum retries | The number of failed login attempts before the account is locked. Lowest value applies. |
| Lockout time (secs) | How long the account remains locked after the Maximum Retries threshold is reached. Setting to 0 locks the account until a supervisor manually unlocks it via the CTU page. Highest value applies. |
| Supervisor lockout release | When enabled, supervisor intervention is required to unlock a locked account regardless of the lockout time. If any plan has this enabled, it applies. |
| Allow password change | When enabled, users can change their own password via the Manager Portal. If any plan has this enabled, users can change their password. |
| Single use (require change) | When enabled, the user must change their password immediately on their next login. Recommended when adding new users to force a password change on first login. |
Result Code
Result code plan configuration has moved to the dedicated Result Codes page.
Schedules
Schedule plans define when campaigns, lists, and channels are active. Without a schedule, they are available at any time. When a schedule is applied, it restricts activity to the defined time blocks.
| Applied to | Effect |
|---|---|
| Campaign | Controls when agents can dial from the campaign. The campaign schedule takes precedence over any list schedule. |
| List | Controls when data from the list can be dialled. Works alongside the campaign schedule — both must be active for calls to be made from that list. Useful for restricting certain number types to specific times of day. |
| Channel | Controls when the channel is open for receiving and handling interactions. |
SFTP Uploads
SFTP upload plans connect MaxContact to an external SFTP server, either for exporting data or for importing files automatically. This is typically configured during onboarding. If you need to add or change an SFTP plan, contact the MaxContact support team.
| Setting | Description |
|---|---|
| Name | The name of the plan. |
| Active | Toggle to make the plan active or inactive. |
| Sub directories | Enable if there are sub-directories within the main SFTP directory. |
| SFTP server | The server name for the SFTP connection. |
| SFTP username | The username for the SFTP server. This is not your MaxContact login. |
| SFTP password | The password for the SFTP user. This is not your MaxContact login. |
| SFTP port | The port used for the SFTP connection. Typically port 22. |
| SFTP path | The target directory on the SFTP server. Multiple directory levels can be included separated by / and will be created if they do not already exist. |
| Use 2FA | Enable to use two-factor authentication. When enabled, the RSA Key field becomes available. |
| Key | The RSA key used when 2FA is enabled. |
| Is import | Enable to configure the SFTP connection to pick up files for automatic import. Once a file is imported and an archive path is configured, it is moved so it cannot be imported again. Enabling this reveals the Directory path, Archive path, and Mapping name fields. |
| Directory path | The folder location scanned for files to import. |
| Archive path | The folder location where imported files are moved after processing. |
| Mapping name | The name of the API import mapping to use, as defined in Data > Data Handling > Import API Mapping. |
System Recalls
System recall plans control how many times a lead or phone number is called automatically after a system-dispositioned result, and how long the system waits before calling again. These plans are assigned to lists and apply only to system-generated outcomes — not to results dispositioned by an agent.
| Setting | Description |
|---|---|
| Name | The name of the plan. |
| Active | Toggle to make the plan active or inactive. |
| Max attempts per lead | The maximum number of times the lead can be called in total before automated dialling stops for that lead. This overrides any higher value set on individual status types — for example, if Max Attempts Per Lead is set to 3 but a status has Max Retries set to 20, the lead will only be called 3 times. |
| Max attempts per phone | The maximum number of times each individual phone number on a lead can be called before automated dialling stops for that number. Other numbers on the same lead remain eligible. |
| Rollover on max attempts | When enabled, leads that reach the Max Attempts Per Lead or Max Attempts Per Phone limit are moved to a different list rather than simply stopping. The lead becomes eligible to be called again in the destination list, subject to that list's own plan settings. |
| Rollover list | The list the lead is moved to when the rollover is triggered. |
| Override recall | When enabled, the rollover ignores the recall time from the last result code and instead uses the Rollover Recall Time setting below. |
| Rollover recall time / scale | The recall time applied when Override Recall is enabled. Set the value and select the scale (minutes, hours, or days). |
Status table
The status table lists all system-dispositioned call statuses and lets you configure recall behaviour for each.
| Column | Description |
|---|---|
| Status | The system-dispositioned call outcome. |
| Can recall | When enabled, the lead can be recalled after this outcome. If disabled, the system looks at the SIP code assigned to the call to determine recall behaviour. See Outbound SIP Response Codes for more detail. |
| Recall time | The period of time before the number is called again. Works with the Recall Scale setting. |
| Recall scale | The unit for the Recall Time: Minutes, Hours, or Days. |
| Max retries | The number of times this status must occur consecutively before the phone number is deactivated. For example, if Busy is set to 4, the number will be deactivated only after receiving four consecutive Busy outcomes. |
User Plans
User plans allow you to configure specific settings for individual users, including interaction capacity, Dynamic Nailup, and Outbound Skill-Based Routing. Once created, plans are assigned to users via the CTU page.
Capacity
Sets a capacity limit for the user that overrides the capacity configured on individual channels. When a user has a capacity plan assigned, the system uses whichever capacity is lower — the channel capacity or the plan capacity.
For example, if the plan capacity is set to 3 and the user has access to three channels each set to 5, the user can receive up to 1 interaction from each channel (total 3). If one channel has a capacity of 1, the user receives 1 from that channel and 2 distributed across the remaining channels. See Agent Capacity Plans for more detail.
Dynamic Nailup
Dynamic Nailup allows agents on inbound or interaction campaigns to accept or reject incoming calls rather than being permanently connected. When a call is offered, the agent chooses to accept it — at which point the system nailup connects and the call is passed through. Once the call ends, the nailup is disconnected.
This feature is only available on inbound and interaction campaigns. Agents logging into blended campaigns nailup and receive calls in the usual way.
Dynamic Nailup must be enabled on both the campaign (via CTU — Campaigns) and the user plan. If no user plan is assigned, the following defaults apply: Incoming Call Timeout 15 seconds, Nailup Timeout 25 seconds, no auto-kick, no nailup IVR. It is recommended to create and assign a plan rather than relying on defaults. See Dynamic Nailup for full setup guidance.
User Skills
Skills can be assigned to a user plan and inherited by any user the plan is assigned to. Select Add New Skill to add a row, then select the skill name and set a proficiency level from 1 to 10. Higher proficiency levels are prioritised when routing leads — agents with higher proficiency for a skill receive matching leads first.
If a user has the same skill assigned directly and inherited through a plan, the higher proficiency level is used. A lead is only routed to a user if they have all skills in the skill group, not just some of them.
For more detail on skill-based routing, see What is Outbound Skill-Based Routing?