How does the system dial by default?
The default way in which the system will pull leads to be dialled is with the following priority ordering.
- Newly imported records that have been assigned a High Priority flag (via API)
- Public Callbacks
- Leads where the last call resulted in a recall with the status of contact (e.g. HUNGUP)
- Leads that have had 0 attempts
- Leads where the last call resulted in a recall without the status of contact (e.g. SYSNOANS)
As the system pulls leads to dial, it will first be organised with its priority ordering
What are the different user dialling methods?
Within the MaxContact system, users can log in to campaigns with the following outbound dialling types:
- Predictive - The system will dial multiple leads for each available agent
- Preview - The system will present 1 lead to the agent, allowing the agent to review the information before dialling.
- Progressive - The system will dial 1 lead per available agent
Can I change the way the system pulls leads to dial?
Utilising the Custom Data Fetchingfeature allows you to have autonomy over the way you want leads to be pulled and dialled from a list.
How does a list's fetch weight affect dialling?
Within List Admin and Campaign Manager, you can adjust the fetch weight of each individual list. This operates on a scale of 0-10, with 0 meaning the list will not be dialled from and 10 meaning the list will be dialled from near exclusively.
When two or more lists are set to the same fetch weight under a campaign, leads will be fetched from them equally.
Will the system dial multiple phone numbers under a lead at the same time?
No, the system will only dial one phone number under a lead at a time.
How does the system alternate dialling with a multi-number lead?
The system will only alternate over to the next number under a lead once it recieves a Not a contact result code*.
For example, dialling behaviour would be as follows:
- Mobile - Contact
- Mobile - Contact
- Mobile - Not a contact
- Home - Not a contact
- Mobile - Not a contact
- Home - Contact
- Home - Contact
*The contact tyype of a result code can be seen within the Result Code admin Editing tab.
Can I have different schedules for my campaigns and lists?
Yes, you can utilise different schedules for your campaigns and lists. But be advised that even if a lists schedule goes outside the campaigns schedule, it will not continue dialling and will stop at the point the campaign schedule comes to a close.
For example, Test Campaign is scheduled for 9 am - 6 pm
A list under the campaign has a schedule applied of 5 pm -6 pm
The list would only dial between 5 pm - 6 pm, as then the campaign will be paused for dialling.