Calling Rules - Overrides
The Overrides settings allow you to specify the parameters that control dialing for a subset of records. All records, except those in the specified subset, continue to follow the base dialing rules.
Parameters that can be overridden are:
▪The maximum number of attempts for a record.
▪The call back delay for numbers that are not answered, busy, answered by an answering machine, or started on the web.
In addition, you can specify that a subset of records be identified as having a high priority. High priority records are generally called before other records. This feature could be used, for example, if you discover that the completion percentage for a particular subset of records (region for example) is particularly low. You could indicate that the subset has priority until the completion percentage reaches the average, at which point you could disable the override.
Prioritize
Select this option when you want the specify that the Selection criteria value be identified as having priority over other records. High priority records are generally called before other records
Selection criteria
Identifies the subset of records upon which the override parameters are based. Enter an appropriate criteria.
Time parameters
The table allows you to specify an override value (in minutes) for specific delay types:
No answer delay
The callback delay (in minutes) for numbers that are not answered. Enter an appropriate value in the corresponding Override (minutes) cell.
Busy delay
The callback delay (in minutes) for numbers that are busy. Enter an appropriate value in the corresponding Override (minutes) cell.
Answering machine delay
The callback delay (in minutes) for numbers that are answered by an answering machine. Enter an appropriate value in the corresponding Override (minutes) cell.
Web callback delay
The callback delay (in minutes) for surveys that are started on the Web. Enter an appropriate value in the corresponding Override (minutes) cell.
Maximum tries (for any day parts)
Specifies the maximum number of callback attempts for each participant. Enter an appropriate value.
See also