Sequential dialling is used to increase contact rates by automatically calling alternative numbers for a customer if they do not answer.
When sequential dialling is enabled the dialler will automatically retry the next available number for a customer record in two minutes if a no answer, dead line or answer machine is detected. This only applies if there is more than one number for a customer record.
What triggers sequential mode?
Sequential mode is triggered when either the dialler or an agent believes contact has not been made with the customer. There must be another number available for the customer that has not been dialled recently.
If the dialler detects a Deadline, No Answer or an Answer Machine then the dialler will automatically apply the sequential dialling rules to the record. In Predictive and Progressive dial modes Agents will not see calls appear and the record will go back into the general pool for any agent to work on.
If an agent selects a Deadline, No Answer, Wrong Number or Answer Machine system outcome the sequential rules will be applied. If there are more numbers available a callback to the next available number will automatically be set by ContactNow. If there are no more numbers available the retry time for the last call will be applied automatically.
Predictive, Progressive and Preview dial modes
When sequential dialling has been enabled the dialler will make a call to a customer. If contact cannot be made the dialler will check if there are any other numbers available to try. It will advance to the next available number for the customer and schedule a call 2 minutes in the future. If there are no more numbers available and the customer could not be contacted the retry time for the last call made will be applied. The record will only be dialled again when the retry time has elapsed.
If the queue is set to Advanced Preview mode sequential dialling will present the same record agent if the first call fails. The agent can select an alternative number from the ones available. Numbers that have already been tried will be crossed out to prevent multiple calls. When all the numbers have been dialled a different record will be presented and the retry time for the last call will be applied to the record. The record will only be presented again when the retry time has elapsed.