Dialogue Cloud

How the retry mechanism works in the Campaign Dialer

Depending on the action of the Agent, Customer, and UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Settings the Retry mechanism may be different (this table is applicable from UCC version 6.4 and above):

​Outcome of A365 ringing the Agent

​Outcome of A365 ringing the​ Customer

​​End result as reported in SharePoint

​Agent does not answer the call.

Processed = False

Retries = Not Incremented

Result = AgentHuntFailed

​Agent answers the call, but unable to detect the Agent in the call after 5 seconds.

​​​​Processed = False

Retries = Not Incremented

Result = TimeoutWhileWaitingForAgent

Agent answers the call, but the phone number or SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. address of the Customer is invalid and cannot be invited by A365.

The Customer could not be called.

​​Processed = True

Retries = incremented

Result = Invalid invite SipUri​​

​Agent answers the call, but there is an Unknown failure that prevents A365 from inviting the Customer.

The Customer could not be called.

​​Processed = False

Retries = incremented

Result = Unknown

Agent answers the call, but disconnects the call while A365 is ringing the Customer.

​The call to the Customer is cancelled.

​​​​​Processed = False

Retries = Not Incremented

Result = AgentHungUpBeforeCustomerAnswered

​Agent answers the call, but indicates the call went to Voicemail (by pressing the * key) while A365 is ringing the Customer.

By default this action from the Agent will be ignored.

However, if the UCC Setting “CallbackAllowAgentToMarkCallAsFailedBeforeCustomerAnswered” is set to True the call to the Customer is cancelled.

​​​​​​​​​​​If the UCC Setting “CallbackAllowAgentToMarkCallAsFailedBeforeCustomerAnswered” is set to True the outcome in SharePoint will be:

Processed = False

Retries = Incremented

Result = AgentMarkedCallAsFailedBeforeCustomerAnswered​

​​Agent answers the call.

​Customer rejects the call.

Processed = False

Retries = incremented

Result = CustomerRejectedCall

​Agent answers the call.

​Customer does not answer.

​​​Processed = False

Retries = incremented

Result = CustomerDidNotAnswer

​Agent answers the call.

​Customer answers the call and Agent indicates the call went to Voicemail by pressing the * key.

​​​​​​Processed = False

Retries = Incremented

Result = CallWentToVoicemail

​Agent answers the call.

​Customer answers the call.

Processed = True

Retries = Not incremented

Result = Answered

 

The invite is successfully processed if the agent and the customer (Invite) both picked up the call. In that case, the Agent Sip contains the agent which was in the call. The result field contains the result of the most recent attempt. The reported results can be found in the table above.

Retries field contains the number of retries. This depends on the settings OutboundDialerDeclineRetry and OutboundDialerDeclineRetryTime. If the maximum retry count is reached, the record field Processed is set to Yes.