What if a customer/agent misses a scheduled Outbound call?
An outbound call consists of a scheduled call and two retries (optional). If a customer/ agent misses a scheduled call, then the OBD will generate another call to the same customer after 3 minutes (this is configurable).
If both the retries fails then there are two possibilities:
- If it is a promotional call, then the customer’s phone number cannot be re-queued for the next 24 hours.
- If it is a transnational call, then the customer’s phone number can be re-queued in the contact list again.
However there is a upper cap on number of times it can be re-queued.
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