Applies to: Outbound (OBD) campaigns in MyOperator
When a scheduled OBD call is missed (by the customer or the agent), MyOperator follows your campaign retry and re-queue rules. You can configure how many attempts, the spacing between attempts, and what to do after the final attempt.
Why this matters
Term | What it means | Who “missed”? | Typical status in logs* |
No Answer / Ring No Answer | Phone rang but wasn’t picked up | Customer | No Answer |
Busy | Network returned “busy” | Customer | Busy |
Unreachable | Device off/out of coverage | Customer | Failed / Unreachable |
Declined | Customer rejected the call | Customer | Rejected |
Agent Missed | Agent did not accept/bridge in time | Agent | Agent Missed / Not Answered |
Abandoned (Agent) | Agent disconnected before connect | Agent | Abandoned |
*Status names can vary by account; check your Campaign Logs for your exact labels.
💡 Tip: Start conservative (e.g., 2–3 attempts, 15–30 min spacing) to avoid spammy behavior; scale after measuring pickup rates.
Condition | System action (configurable) | Retry spacing | Max attempts | After final attempt |
No Answer | Re-queue to campaign | Your setting | Your setting | Mark exhausted or move to the fallback list |
Busy | Re-queue to campaign | Your setting | Your setting | Mark Exhausted or fallback |
Unreachable | Re-queue later (longer gap) | Your setting | Your setting | Mark Exhausted or fallback |
Declined | Optional re-try once later | Your setting | Usually lower | Respect opt-out if present |
Condition | System action | Next step | Owner |
Agent didn’t accept | Return contact to queue | Retry per rules | Campaign |
Agent line busy/wrap-up | Delay/overflow to next agent | Retry per rules | Queue |
Agent dropped early | Mark Abandoned | Re-queue if allowed | Campaign/QA |
⚙️ Where to adjust: Settings → Schedule & Retries (attempts/spacing) and Agent/Queue Settings (wrap-up, overflow).
Topic | Notes |
Calling windows | Respect country/region rules (e.g., quiet hours). System won’t auto-violate a blocked window. |
Promotional vs Transactional | Policies may limit retries and re-queue behavior for Promotional traffic. |
Max touch count | Set reasonable caps to prevent spam and protect your brand. |
Opt-out & DND | If a number is flagged/opted-out, do not retry. |
Time zones | The campaign time zone applies to scheduling and spacing. |
Agent availability | If no agents free, re-queue delay may increase. |
Symptom | Likely cause | Fix | Where to verify |
No retries happen | Max attempts set to 1 | Increase attempts; republish | Campaign Settings → Schedule & Retries |
Retries happen too fast | Spacing too small | Increase spacing (e.g., 15–30 min) | Same as above |
Calls firing outside hours | Window misconfigured | Correct calling window/time zone | Campaign Settings → Schedule |
Agent misses many calls | Short wrap-up / no overflow | Increase wrap-up; enable overflow queue | Agent/Queue Settings |
Status labels unclear | Custom status mapping | Check status legend/report docs | Reports → CDR + Docs |
Too many “Unreachable” | Network/device off | Spread attempts over longer time | Schedule & Retries |
Q1. Will the system keep retrying forever?
A. No. Retries stop when your Max attempts is reached or when a terminal status/policy blocks further attempts.
Q2. Do retries respect the daily calling window?
A. Yes. Attempts won’t be scheduled outside your configured window.
Q3. How do I stop retries for a specific contact?
A. From Campaign Logs, set status to Do Not Retry (or remove the contact from the list).
Q4. Can I treat Promotional and Transactional differently?
A. Yes—use campaign category-specific policies and re-queue rules where available.
Q5. What if the customer calls back?
A. The campaign attempt remains logged; you can mark as resolved and stop further retries for that contact.
Q6. Can I export all “missed” contacts?
A. Yes—use Reports → CDR or Export in Campaign Logs and filter by missed statuses.
If issues persist after troubleshooting:
Include: campaign name/ID, example contact number (masked), timestamps, and a short description of what you expected vs saw.
FAQPage
{ "@context": "https://schema.org", "@type": "FAQPage", "mainEntity": [ { "@type": "Question", "name": "Will the system keep retrying forever?", "acceptedAnswer": { "@type": "Answer", "text": "No. Retries stop when your Max attempts is reached or a terminal status/policy blocks further attempts." } }, { "@type": "Question", "name": "Do retries respect the daily calling window?", "acceptedAnswer": { "@type": "Answer", "text": "Yes. Attempts won’t be scheduled outside your configured window." } }, { "@type": "Question", "name": "How do I stop retries for a specific contact?", "acceptedAnswer": { "@type": "Answer", "text": "From Campaign Logs, set status to Do Not Retry or remove the contact from the list." } } ]}HowTo (Configure retries)
{ "@context": "https://schema.org", "@type": "HowTo", "name": "Configure OBD missed-call retry behavior in MyOperator", "step": [ { "@type": "HowToStep", "text": "Open MyOperator → Outbound → Campaigns." }, { "@type": "HowToStep", "text": "Select your campaign → Settings → Schedule & Retries." }, { "@type": "HowToStep", "text": "Set Max attempts, Attempt spacing, and Daily calling window." }, { "@type": "HowToStep", "text": "Adjust Re-queue rules and Agent/Queue settings as needed." }, { "@type": "HowToStep", "text": "Save, Publish, and test with a real number." } ]}