How the retry mechanism works in the Campaign Dialer

Depending on the action of the Agent, Customer, and UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. Settings the Retry mechanism may be different (this table is applicable from UCC version 6.4 and above):

​Agent

​Customer

​Outcome

​Agent does not answer the call.

Processed = False

Retries = Not Incremented

Result = AgentHuntFailed

​Agent answers the call.

​Customer answers the call.

Processed = True

Retries = Not incremented

Result = Answered

​Agent answers the call.

​Customer sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. uri is invalid.

​​Processed = True

Retries = incremented

Result = Invalid invite SipUri​​

​​Agent answers the call.

​Customer rejects the call.

Processed = False

Retries = incremented

Result = CustomerRejectedCall

​Agent answers the call.

​Unknown (could not interpret Skype for BusinessSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses. reply).

​​Processed = False

Retries = incremented

Result = Unknown

​Agent answers the call.

​Customer does not answer.

​​​Processed = False

Retries = incremented

Result = CustomerDidNotAnswer

​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.

​Agent disconnects call before Customer Action.

​​​​​Processed = False

Retries = Not Incremented

Result = AgentHungUpBeforeCustomerAnswered

​Agent answers the call.

​Customer call goes to voicemail (either detected or marked by Agent).

​​​​​​Processed = False

Retries = Not Incremented

Result = CallWentToVoicemail

​Agent answers the call, and Agent marks the call as voicemail before the customer answers.

Setting: CallbackAllowAgentToMarkCallAsFailedBeforeCustomerAnswered = true

 

​​​​​​​Processed = False

Retries = Incremented

Result = AgentMarkedCallAsFailedBeforeCustomerAnswered​

​​Agent answers the call, and Agent marks the call as voicemail before the customer answers.

Setting: CallbackAllowAgentToMarkCallAsFailedBeforeCustomerAnswered = false

 

​Mark as voicemail is ignored. Outcome depends on other actions. For example, if the Agent hangs up before the customer answers, the Outcome will be:​​​​​Processed = False, Retries = Not Incremented, Result = AgentHungUpBeforeCustomerAnswered

 

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.