Feature Announcement

Fast Redial

With the ChaseData Fast Redial feature you can quickly and automatically call again (redial) numbers that meet certain criteria, for example, -calls that returned a busy signal or went to an answering machine.

Multiple Fast Redial rule-sets can be defined at the system level, and a campaign can be enabled with one of them. A Fast Redial rule-set can have multiple rules, where each rule provides two conditions to meet, attempt number and disposition (call status), and defines how long to wait (delay) before the redial is performed if the conditions are met. For example, if attempt number 1 returns a busy signal (disposition/call status), wait 10 minutes, then redial.

Fast Redial is a prioritization condition, therefore the involved number is put in the priority queue and dialed immediately when the wait time concludes. This, of course, considers time zone, schedules, and callability settings, meaning that other broader settings, like being outside calling hours, will prevent the redial from taking effect.

A Fast Redial rule-set can include multiple rules, which are entirely at the discretion of the administrator implementing them, including whether there is any overlap among them. This is important to understand because overlaps usually cause overflows, since the ChaseData system will apply a rule independently of the other rules. For example, if a rule indicates a Fast Redial after 10 minutes for attempts 1, 3, and 5, while another rule indicates a Fast Redial after 5 minutes for attempt 4, it will execute all of them (10-min delayed fast redial for attempts 1, 3, and 5, AND 5-min delayed fast redial for attempt 4).

Both system and non-system dispositions can be used for a Fast Redial rule. An implication of this is that even manual calls can be fast redialed, if the disposition of that call and the call attempt match a rule.

The number used as Caller ID is unchanged for a redial (same as for the call attempt on which the fast redial is performed).

Let us now go through the process of defining and enabling Fast Redial for a Campaign. You will notice that you need some building blocks before Fast Redial is enabled for a Campaign. But for the purpose of understanding the purpose and end result first, here we present the feature from the top down, starting at the Campaign settings, and then looking at the underlying building blocks as we go along. In some cases, these building blocks will already be available, but in most cases, particularly the first few times, you will need to address them first.

With that in mind, the first thing is to enable the campaign for Fast Redial, which we do in the Advance Dialing Rules & Strategies area of the Outbound Settings of Campaign Settings for the campaign desired (refer to Campaign documentation for navigating to this area). Here we pull down the Fast Redial menu and select a previously created Fast Redial rule-set. Refer to the following picture.

Now, let us review where this Fast Redial rule-set is defined. It can be found in the Fast Redial area of Dialing Rules, under Outbound. This area lists all Fast Redial rule-sets available, which can be reviewed or edited by clicking on the Edit icon. This will open a new window presenting all Attempt Lists defined for this Fast Redial rule-set. Refer to the following pictures.

Each Attempt List is composed of three parts; the call Attempts to be checked against a disposition in the Disposition Set, and the Wait Time (in minutes) of delay after that attempt before executing the fast redial.

These parameters can be edited by clicking on each field (or a new Attempt List can be created); in the case of Attempt and Wait Time, just type the desired values, while for Disposition Set a pull-down menu lists available ones previously defined.

The Attempt parameter can be a single attempt number (e.g., “2”), a range of attempt numbers (e.g., “1-4”), a comma-separated list of attempt numbers (e.g., “2,4,6”), or a combination (e.g., “1-3,5,8”).

Refer to the following pictures.

It is important to note once again that if an Attempt is included in multiple items that are associated with the same Disposition Set, only one redial will be applied: the one with the least, or smaller, wait time (delay). For example, you could have three rules, with rule-1 covering attempts 1 to 10, rule-2 covering attempts 3 and 5, and rule-3 covering attempt 8; in this case, rule-2 overlaps rule-1 (attempts 3 and 5 are within the range 1 to 10) and for those overlapping attempts, the smaller delay will be applied. Notice that rule-3 also overlaps rule-1 (attempt 8 is within the range 1 to 10), and a similar consideration takes place.

A new Disposition can be added, or one modified by clicking on it, which presents a pull-down menu with all dispositions available. Any system and non-system available disposition can be used in the set.

Refer to the following pictures.

In summary, based on the examples in this article, the campaign User-Guide-Documentation has Fast Redial enabled using the fast redial test Fast Redial rule-set, which includes two Attempt Lists. One of those lists indicates that on attempts 1 through 3, if the resulting call disposition matches one in the fastredial Disposition Set, wait for 5 minutes and then redial the number (assuming there are no other conditions preventing it, like outside of dialing hours, contact is not callable, etc.).

So, for example, if a corresponding number is called for the first time, which is attempt #1, resulting in a disposition of CR_CNCT/CON_PAMD, the system will wait 5 minutes after which it will immediately redial the number (using the same Caller ID from attempt #1). 

First Availability: Admin version 1.41.84