Outbound Option - Dialing Problems: Many Retries at Start of Append Campaign

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</td></tr><tr><td> '''Error Message''' </td><td>N/A
</td></tr><tr><td> '''Error Message''' </td><td>N/A
-
</td></tr><tr><td> '''Possible Cause''' </td><td>This sometimes occurs when Running campaigns with an append import and max attempts greater than one. As a general rule, retries tend to have a lower hit rate than pending records, so this might result in longer idle times for agents until the first group of retries are handled because retry records normally have priority over pending records by default. The number of retry records increase as you increase the retry time. At the end of a campaign, all of the retries will get pushed to the next day, so while retries are factored in during the day. So there will be a glut of retries when the campaign starts up again on the following day.
+
</td></tr><tr><td> '''Possible Cause''' </td><td>This sometimes occurs when Running campaigns with an append import and max attempts greater than one. As a general rule, retries tend to have a lower hit rate than pending records, so this might result in longer idle times for agents until the first group of retries are handled because retry records normally have priority over pending records by default. The number of retry records increase as you increase the retry time. At the end of a campaign, all of the retries for the last couple of hours while the campaign is winding down will get pushed to the next day. So there will be a glut of retries when the campaign starts up again on the following day.
 +
 
</td></tr><tr><td> '''Recommended Action''' </td><td>Try the following:
</td></tr><tr><td> '''Recommended Action''' </td><td>Try the following:
-
* Shorten the retry times to reduce the number of retries that will be scheduled at the end of the day.
+
* Shorten the retry times to reduce the number of retries that will be scheduled at the end of the day if you want to mix in retries with first attempts.
-
* Change the Campaign Manager priority scheme so all numbers and records are tried once before any retries are attempted. This is done by setting the "PendingOverRetryEnabled"registry key to 1 in the Campaign Manager.
+
* Change the Campaign Manager priority scheme so all numbers and records are tried once before any retries are attempted. This is done by setting the "PendingOverRetryEnabled"registry key to 1 in the Campaign Manager. This is the best option if you want to achieve 100% penetration and try everyone on the list before going back to the ones you missed.
-
* Modify the campaign import to use the overwrite option instead of the append option and import.  
+
* Modify the campaign import to use the overwrite option instead of the append option and import. But this will require more external management of which contacts have been reached and which ones need to be retried.  
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS&nbsp;#''' </td><td> None. </td></tr></table>
</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS&nbsp;#''' </td><td> None. </td></tr></table>
[[Category:Unified ICM/CCE & Hosted, Release 7.5]]
[[Category:Unified ICM/CCE & Hosted, Release 7.5]]

Revision as of 16:49, 17 January 2010

Many Retries at Start of Append Campaign

Problem Summary A large number of retries are occurring the beginning of day for an append campaign.
Error Message N/A
Possible Cause This sometimes occurs when Running campaigns with an append import and max attempts greater than one. As a general rule, retries tend to have a lower hit rate than pending records, so this might result in longer idle times for agents until the first group of retries are handled because retry records normally have priority over pending records by default. The number of retry records increase as you increase the retry time. At the end of a campaign, all of the retries for the last couple of hours while the campaign is winding down will get pushed to the next day. So there will be a glut of retries when the campaign starts up again on the following day.


Recommended Action Try the following:
  • Shorten the retry times to reduce the number of retries that will be scheduled at the end of the day if you want to mix in retries with first attempts.
  • Change the Campaign Manager priority scheme so all numbers and records are tried once before any retries are attempted. This is done by setting the "PendingOverRetryEnabled"registry key to 1 in the Campaign Manager. This is the best option if you want to achieve 100% penetration and try everyone on the list before going back to the ones you missed.
  • Modify the campaign import to use the overwrite option instead of the append option and import. But this will require more external management of which contacts have been reached and which ones need to be retried.
Release Release 7.5(1)
Associated CDETS # None.

Rating: 0.0/5 (0 votes cast)

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