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ContactNow: Set Max Attempts
8x8 Support Knowledge Base

ContactNow: 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.

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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.

Please note: The Max Record Age process check runs every morning at 1 am and removes records that have already passed the age value set. This means that any records that pass their max age after this time will not be completed until the following night.

What exactly are soft and hard limits?

Soft limit

An upper limit that is reset upon human interaction (answering the call). For example, if a soft limit is set to 5 and recurring calls to a record hit 4 "No Answer" outcomes, but the 5th call is answered and a customer asks for a call back then the record max attempt "soft limit" is reset to 0 - meaning the record can still be hit by another 4 "No Answer" calls.

Hard limit

An upper limit that when hit Completes the record, regardless of human or dialler interaction. For example, if a hard limit is set to 5 and the first 3 calls result in relatively successful calls with an interested customer, but the following 2 hit a "No Answer" outcome then the dialler will complete the record.

Max Attempts, Max Record Age and Max Dead Shorts are the only Hard limits.

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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