Maximum attempts = Zone 1 attempts + Zone 2 attempts. Default =3.
If the customer misses the call then the dialer will dial the customer for 3 times and then close the record. If for example of the customer request a call back then this Maximum attempts will be reset.
Example: If customer request a call back at 2nd attempt, then you will see 5 records in the dialer detail table (2 attempts+ 3 attempts if the customer does not answer the call)
Changing the Max Attempts from 5 to 8
- The record will be marked as M when it has completed 5 attempts and once you make change to the Max-Attempts then it will try 3 more times and the Max number of attempts will be 8 and then the record will be
marked as 'M'. And it will not be 8+5
Decreasing the Max-Attempt count: Example: Changing the value from 5 to 3
- In this case if the record has already made more than 3 attempts then as soon as you make change to the Max-Attempt that record will be marked as 'M', so it will not make any tries. So here the Max-attempt may be in between 3-5 because if you make changes to Max attempt after it already crossed the 3 attempts.
CSCtg45899: Max- Attempts not updated when the count is decreased from the cmg.
The work-around is as follows:
if you wanted to change the Max-attempts from 3 to 2:
1) Reduce Max-Attempts from 3 to 1 in the campaign configuration and save.
2) Increase the configuration from 1 to 2 and save (Now the Max- Attempts will be reflected in the dialing lists as 2).
