Progressive dialing operates in the following way:
- A new call request is ringing to an available Agent included in the outbound campaign without an option to accept or decline the campaign call request before the call is initiated;
- The Agent is shown the information about the call request while the call is ringing.
To avoid playing the message 'This call may be recorded for quality assurance,' make sure you selected the following option for the business number(s) included in the campaign(s) — or disabled the recording for your incoming calls:
You can adjust it along with other call recording settings in your Numbers section.
Calling mode settings
The selected calling mode has the following settings:
- Ringing agent time: The time period (in seconds) during which the campaign call will ring to the Agent.
Important: Ringing agent time will override the webphone timeout settings in the agent’s profile.
- Wrap-up time: The time period (in seconds) during which the Agent performs post-call processing for a completed call.
- Max ring time: The time period (in seconds) during which the phone number specified in the call request will be dialed.
- Default retry period: The time period (in seconds/minutes/hours/days) after which a retry call for the request will be made.
- Max attempts per number: The maximum number of dialing attempts for a call request, after reaching which the request will be removed from the calling list.
If a contact record includes 3 phone numbers, and we set up Max attempts per number: 3, the system will dial each number 3 times, totaling 9 calls.
System disposition
Here you can configure how to automatically handle failed call requests within the outbound campaign. There is a list of pre-defined call outcomes:
- Contact busy: The contact declined the call.
- Contact no response: The contact did not answer the call within the Max ring time.
- Contact abandoned: The contact disconnected the call during ringing to the Agent.
- Invalid number: The outbound campaign attempted to call an incorrect phone number.
For each outcome, you can specify one of 2 options:
- Retry: Make a retry call for the request;
- Final: Remove the request from the calling list.
For example, we go with the following settings: Retry period: 30 min, Attempts per record: 3. If a call fails, a retry call will be made in 30 minutes, and the total number of unsuccessful dialing attempts cannot exceed 3. This limit can be reached either with three Contact busy outcomes or with a combination of one Contact busy, one Contact no response and one Contact abandoned outcome, totaling 3. After reaching this limit, the request will be removed from the calling list.
You can set up each system disposition and configure the custom retry period and the number of retry attempts separately.
Agent disposition
Here you can add, modify and configure the call outcomes that your Agents can select in the webphone after completing a campaign call. You can add up to 30 agent dispositions in total.
Each call outcome:
- can be enabled/disabled for the campaign using the corresponding toggle;
- can be renamed;
- can have Retry or Final options applied, similar to system dispositions;
- can have custom retry logic similar to system dispositions.
The set of available agent dispositions is shared across all outbound campaigns. Renaming an agent disposition within one campaign changes its name across all other campaigns.
Once added, an agent disposition cannot be deleted.