Set the Dialing Order for Multiple Phone Numbers

Required security profile permissions: Skills Edit

Each Personal Connection (PC) record belongs to a single contact and contains all information for that contact, including all phone numbers associated with the contact. Attempt cadence is the order in which (PC) calls the single contact's varying telephone numbers, texts the contact's cell phone, or both. For example, you might set up a cadence so PC attempts calling the contact's phone numbers in the following order: home, home, work, cell, home, home, home, cell SMS, work, work, cell, spouse.

PC keeps a record of each attempt along with the outcome. Once a call results in contact with the correct party, PC makes no further attempts on the record. If the outcome is interception or wrong party reached, the system finalizes only the telephone number that generated that outcome and attempts the rest until it reaches the maximum record attempts.

  1. If you have not already done so, upload a calling list for the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge on which you want to set the cadence.
  2. In the ACD module, click Contact SettingsSkills.

  3. Locate the outbound phone skill in which you want to set the cadence. Click it to open it.

  4. Click the Parameters tab. Locate the Cadence Settings option and click Configure or Edit.

  5. To add a new attempt set to the cadence, click Add Cadence.

    1. Select a phone number from the Calling Order drop-down. These correspond with phone number fields you mapped when you uploaded the calling list for this skill.

    2. Set the value in Attempts to reflect the number of attempts you want the dialer to make on that number before moving on to the next number in the cadence.

      If you have set up preview dialing, PC counts it as an attempt when an agent rejects a record.

    3. If the phone number is meant for SMS messaging, select the Final Outcome. If you set it to SMS Retry, you can configure more SMS attempts later in the cadence.

  6. Repeat the previous step until you have the attempts configured the way you want them. Set the values in the Order column to reflect the order in which you want the number types attempted. The lower the number, the sooner the dialer attempts the number.
  7. Click Done.