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

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== Many Retries at Start of Append Campaign ==
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== Longer idle times for an Append style campaign at the beginning of the day ==
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<table border="1"><tr><td> '''Problem Summary''' </td><td>A large number of retries are occurring the beginning of day for an append campaign.
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<table border="1"><tr><td> '''Problem Summary''' </td><td>A large number of retries are occurring the beginning of an append campaign.
</td></tr><tr><td> '''Error Message''' </td><td>N/A
</td></tr><tr><td> '''Error Message''' </td><td>N/A
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</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.
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</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 records increase as you increase the retry time.  
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</td></tr><tr><td> '''Recommended Action''' </td><td>Try the following:
</td></tr><tr><td> '''Recommended Action''' </td><td>Try the following:
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* 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.
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* Shorten the retry times to reduce the number of retries that will be scheduled at the end of the day.
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* 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.
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* 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.
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* 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.
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* Modify the campaign import to use the overwrite option instead of the append option and import.  
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</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1)</td></tr><tr><td> '''Associated CDETS&nbsp;#''' </td><td> None. </td></tr></table>
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</td></tr><tr><td> '''Release''' </td><td>Release 7.5(1) and 8.0</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]]
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[[Category:Unified CCE, Release 8.0]]

Revision as of 20:00, 8 March 2010

Many Retries at Start of Append Campaign

Problem Summary A large number of retries are occurring the beginning of 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 records increase as you increase the retry time.
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.
  • 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.
  • Modify the campaign import to use the overwrite option instead of the append option and import.
Release Release 7.5(1) and 8.0
Associated CDETS # None.

Rating: 0.0/5 (0 votes cast)

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