UCCX Adding outbound campaign contacts for repeated calls

[Andrei Fokin]

Hello!
There is a task to call a certain number of contacts every day. Moreover, some of the contacts may be repeated this or the next day. In CCX admin guide I see that when you upload contacts with the same phone numbers, the contact history is saved:

"Each time contacts are imported, they are appended to the existing list of contacts for the selected campaign. If the new list contains a contact with the same Phone 1 value as the Phone 1, Phone 2, or Phone 3 value, or the same Phone 2 value as the Phone 1, Phone 2, or Phone 3 value, or the same Phone 3 value as the Phone 1, Phone 2, or Phone 3 value, of an existing contact, the existing contact is overwritten with the new contact information. The call history for the contact (if any) is retained."

Is it possible to re-add contacts to an existing company to call the contact again that have already been processed before or I need to create new outbound company to call a previously processed contact?

[david.macias · Accepted solution]

It's been a while, but I believe the answer is no. I think you have to recreate the campaign to be able to call the same number again. I believe I tried this with version 10 at some point and was disappointed in this.

[Andrei Fokin]

Hi David! Thank you for sharing your experience. I also think so, but I could not find confirmation in the documentation and there is no way to check the possibilities either.

[Anthony Holloway · Accepted solution]

One workaround I can think of is to insert the contact with a prefix which is unique enough to not cause a match.

E.g., You have a pattern in CUCM like 9#XXXX#.[2-9]XX[2-9]XXXXXX and in your API you randomize the 4 digits between the pound symbols when inserting new records.

[Andrei Fokin]

Thank You, Anthony. Yes, your idea is clear. It was important for me to understand the concept of UCCX adding contacts for outgoing calls. As I realized it is conceptually correct to create a new outbound company to call a pool of contacts instead of adding a pool of contacts to the same constantly existing company.