Outbound Campaign, Contact has more than one phone number

[Rima]

Hello Team,

we have configured an IVR based outbound campaign and it is working fine.  In case ,a customer has more than one contact number (phone number1 , phone number 2)  and the first phone number is unavailable, is it possible to  configure the dialer to retry to reach the customer using his second phone number .

Thnak you in advance.

[bill.king1]

You may find these previous posts of help, I think that's what you're asking, but depending on your business logic you might approach it in different ways like having a 2nd import/campaign for instance, or the one may give you what you need.
https://community.cisco.com/t5/contact-center/outbound-contacts/td-p/4314492
https://community.cisco.com/t5/contact-center/outbound-dialer-calling-lists/td-p/1559514

[Rima]

Hello Bill 

Thank you for your reply

So if we have understood correctly, we have just to add phone02 & phone 03 parameter to the call target when configuring the outbound camapign,and the system will automatically try to reach the customer through those numbers?

could you please confirm ?

Thank you so much for your help and support.

[Dmytro Benda]

Hi, 
Based on the labels in your post, I think that you are asking for the UCCE dialer, right? If so, then you can configure the UCCE dialer to dial the second number too. This is what Cisco says about it:

"The sequential dialing feature enables you to associate up to ten phone numbers with each customer record. You can configure two time periods, called "zones," to call the customers for each campaign. Each time period (zone) lists which of the ten phone numbers to call during that time. You can call a phone number during either zone or both zones."

For the UCCX the situation is a bit different, unfortunately. You can configure up to 3 Phone Numbers to import, but the system will dial the other numbers (Phone 2 and 3) based on the result to the Phone 1 (Agent or System will classify the call):

"When Phone 1 of a contact is dialed and the CPA marks it as Busy or Unanswered the same number is retried based on the retry count and delay configured in the campaign. When the retry count reaches the maximum value, the contact is marked as closed. The other phone number for a given contact is dialed only when the called number is classified as Modem, Fax or Invalid."

My Cisco Unified Communications Blog