To edit an existing strategy:
- Select a strategy from the Strategy drop-down menu.
The General tab displays the phone sequence for the selected Strategy. You can change the priority of each phone using the Move Up/ Move Down buttons. - To apply a strategy to specific call centers or services, click the Assign Call Center/Service button.
This opens a screen where you can select a Call Center or individual services by clicking on the radio buttons next to them.
Additional notes on assigning strategies:
- SysAdmins and Superusers are able to view and modify all Strategies. If managers have been given access to the Strategies section, they can view and adjust their services' associated strategies and strategies with zero services assigned.
- A copied Strategy inherits the service assignment from the original Strategy.
- A new service is associated with the same Strategies as the cloned service.
- When assigning campaign characteristics, you cannot select a Strategy until the service selection is made. After selecting the service, you will only see Strategies associated with/assigned to the selected service.
- If service selection is subsequently changed, Strategy selection is re-evaluated. If the new service is not associated with the existing Strategy selection, you will be notified that the Strategy has been reset.
- If a service is selected that is associated with zero Strategies, you are notified that there are no Strategies defined for the selected service.
A list of possible outcomes for the specific Strategy is displayed in the Outcomes tab. This section displays each Outcome category and the associated results in columns. You can select the following options for each result by clicking on the specific column.
- Sequence/Dial Another Number determines if the next number in the dialing sequence associated with an account should be dialed if the current call results in the associated outcome.
For example, in the below image if the first call (set to phone 1) results in a Busy Outcome the system will attempt to dial the next phone number (set to phone 2) associated with the account.
- Round consists of two settings:
- Minutes Between Rounds determines the time between dialing rounds. The system will wait for this interval before launching another call if the column is set to more than 0. The default setting is 10.
- Max Rounds determines the number of re-dialing attempts. The default setting is 0.
For example, in the setting below, if Call 1 results in a busy signal the system attempts another round of dialing after a 10-minute wait. If a busy signal is reached again the system attempts the next associated number due to the Dial Another Number option being checked.
- Requeue determines which outcomes to requeue when the strategy is applied to additional passes on a campaign. When checked, the system will add accounts to a requeue campaign for which this was the best outcome of the parent campaign. The Requeue option is unselected by default.
Each unique Strategy can be used for the initial pass on a file. Only strategies with at least one selected requeue result can be used on the subsequent requeue files that are generated. For a multipurpose Strategy (both original and requeue) you may select the appropriate phone fields and arrange them into the order they should be dialed. A multipurpose Strategy should also have the appropriate call Outcomes that will be redialed on any subsequent pass. The selected requeue outcomes will only apply to a requeue pass and will not affect the initial pass of a dialing campaign.