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Retries

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Andrew V.
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Retries

Tue May 11, 2010 9:11 am

When we launch an outbound campaign that is partially completed we sometimes see the outbound result being shown as "success" though we know it wasn't because our generated variable for "completed" is still blank. Is there a way to automatically trigger a recall, or a separate application that asks only for the data that was not completed? Perhaps an "on error" option of some type? I'm particularly concerned about handling dropped calls. I've prepared an app for missing items.
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    Andrew V.
    (Edited )

    Re: Retries

    Wed May 12, 2010 11:07 am

    Hi,

    When the result has been updated to "success" that implies that the user has picked up the phone and has started the application. Before they got to the portion of the application where you set your "completed" column, they've hung up. There is no way to automatically trigger a recall because the system has seen them start the application.

    You could create another campaign and filter the call list based upon "success" within the outbound_result and a blank within the "completed". This will call everyone who had previously started the application but had not finished it.
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    Andrew V.

    Re: Retries

    Wed May 12, 2010 4:47 pm

    Also, check out the Retry This Call module. It might do what you are looking for. You will find it in the Outbound category, and it only works properly with calls for an outbound campaign.

    By default a call that is picked up will not be retried, but you can use this to do otherwise.
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    Andrew V.

    Re: Retries

    Thu May 13, 2010 7:00 am

    Thanks, that will work for us
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