Outbound Dialling

The default way in which the system will pull leads to be dialled is with the following priority ordering.

1. Newly imported records that have been assigned a High Priority flag (via API)
2. Public Callbacks
3. Leads where the last call resulted in a recall with the status of contact (e.g. HUNGUP)
4. Leads that have had 0 attempts
5. 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 

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

Utilising the Custom Data Fetching feature allows you to have autonomy over the way you want leads to be pulled and dialled from a list.

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.

No, the system will only dial one phone number under a lead at a time.

The system will only alternate over to the next number under a lead once it receives 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 type of a result code can be seen within the Result Code admin Editing tab.

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. 

Within Campaign Manager you can control the campaigns and the states that they are in. 

Playing: Allows users to log in to the campaign, and handle calls or interactions.

Paused: Stops the campaign from making new calls. Any ongoing calls will continue until they are completed and dispositioned.

Stopped: Removes the campaign form the Campaign Manager grid. Agents cannot log in to the campaign, and no calls will be placed from it. 

To change a campaign's state, open Campaign Manager and select the relevant campaign. In the right-hand panel, choose the required state from the dropdown menu.

When working within an Interaction Campaign, agents can still receive inbound calls fro the queues they are assigned to. They can also make manual outbound voice calls. 

Agents will not receive automated outbound calls (Preview, Progressive, or Predictive) while logged into an Interaction campaign. 

If an agent is handling a webchat, they will not receive inbound calls during that time. However, if they are handling other interaction types, such as SMS or email, they can still receive and manage inbound calls. 

 

The recall time for a system result code can be controlled by the System Recall Plan assigned to the dialling list. The recall interval is applied to the phone number automatically when the system detects the result status; it does not apply when the call is answered by an agent.

Additional information on System Recalls can be found here 

Yes, you can control how long an agent has to preview a lead before a call connects.

This is managed through the Preview Calls Timeout setting within your Calling Parameters.

Here's how to update it:

1. Go to the CTU page and check which Calling Parameter is applied to the relevant campaign.
2. Navigate to Settings > Advanced > Plans, then open the Calling Parameter tab.
3. Find the parameter identified in step one and locate the Preview Timeout (Secs) field.
4. Adjust the value to increase or decrease the preview time allowed, then save your changes.

Please note: This setting applies to all preview campaigns using that Calling Parameter, so any change will affect each of them.

Private callbacks that aren't handled within a set time will automatically convert/break into a public callback.
When this happens, the call is returned to the dialling list and assigned to the next available agent, removing it from the original agent's callback view.
The amount of time a private callback can remain overdue is configured at a system level. By default, this is set to 24 hours, though this can be adjusted on request. To confirm the setting for your system, get in touch with our support team.

Contact our support team and they'll be happy to help with your request. 

Yes, in certain situations, the system will automatically present a call as preview, even within a predictive campaign. Under Ofcom regulations, if a call is abandoned or dropped and the same number is presented again within 72 hours, an agent must be available to handle it. To ensure compliance, the system automaticall routes these calls as preview, guranteeing an agent is ready before the call connects and preventing any further abandoned or dropped calls to that contact.