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Set max attempts

The Max Attempts tab is where you can define the number of times you would like to attempt to call a customer record. The system sets a complete outcome against the record in the database when a max attempts rule is met. When a complete outcome is set the customer record will not be called again by the dialler.

To set max attempts for an outbound queue, navigate to Agents, Teams and Queues from the Configuration icon and select the Queues tab. Click the gear icon on the right-hand side of the outbound queue you wish to manage, then select Edit. You will find the Max Attempts tab among other options for editing the outbound queue.

Max Dials:

This is a soft limit which will complete all records after they have been dialled a set number of times. It will be completed with the outcome 105 - Uncontactable (Too many non-contacts).

Max No Answers:

This will complete all records after they have ended with a set amount of no answer results. It will be completed with an outcome of 105 - Uncontactable (Too many non-contacts).

Max Contacts:

This will complete all records after a set amount of answered call results. It will be completed with an outcome 106 - Uncontactable (Too many contacts).

Max Dead Shorts:

This is a hard limit which will complete all records after they have ended with a set amount of dead shorts. It will be completed with an outcome of 104 - Dead Line (Dialler Completed).

Max Deadlines:

This is a soft limit which will complete all records after they have ended with a set amount of deadlines. It will be completed with an outcome of 104 - Dead Line (Dialler Completed).

Max Answer Machines:

This will complete all records after the record has reached a set amount of answer machines. It will be completed with an outcome 105 - Uncontactable (Too many non-contacts).

Max Attempts:

This is a hard limit that will complete all records after they have been dialled the set number of times.  It will be completed with an outcome of 111 - Record expired.

Max Record Age:

This is a hard limit that will complete all records which are older than the time period set, starting from the time the dataset was set ‘Live’. If you want to prevent the record from being completed by Max Record Age you can change your dataset from ‘Live’ to ‘Hold’. (For example if your max record age is set to 30 days, records 31 days and older will be completed with outcome 111 - Record expired.)

Max Attempts, Max Record Age and Max Dead Shorts are the only Hard limits. When a Hard limit is reached the record is always removed no matter what else has happened to that record e.g. answered, set as callback etc.

Once you have made your changes you wish to save, click Update at the bottom of the screen to save the new settings for the queue.

You can discard any changes by simply clicking Back to Queues you will then return to the Queues tab.

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