Applies to: Outbound (OBD) campaigns in MyOperator
When a scheduled OBD call is missed (by the customer or the agent), MyOperator applies your campaign retry and re-queue rules. You control how many attempts, spacing between attempts, and what to do after the final attempt.
Why this matters
Quick jumps: Configure • Outcomes • Fix issues • FAQs
Term | What it means | Who “missed”? | Typical status in logs* |
No Answer / Ring No Answer | Phone rang; not picked | 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 didn’t accept/bridge in time | Agent | Agent Missed / Not Answered |
Abandoned (Agent) | Agent disconnected before connect | Agent | Abandoned |
*Status labels vary by account. Confirm in Campaign Logs.
💡 Tip: Start conservative (2–3 attempts, 15–30 min spacing). Scale after checking 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 fallback list |
Busy | Re-queue to campaign | Your setting | Your setting | Mark Exhausted or fallback |
Unreachable | Re-queue later (often longer gap) | Your setting | Your setting | Mark Exhausted or fallback |
Declined | Optional retry 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 busy/wrap-up | Delay/overflow to next agent | Retry per rules | Queue |
Agent dropped early | Mark Abandoned | Re-queue if allowed | Campaign/QA |
⚙️ Adjust here: Settings → Schedule & Retries (attempts/spacing) and Agent/Queue Settings (wrap-up, overflow).
You should see:
Where to check
Topic | Notes |
Calling windows | Respect regional quiet hours; system won’t auto-violate blocked windows |
Promotional vs Transactional | Policies may limit retries/re-queue for Promotional traffic |
Max touch count | Set caps to avoid spam; protect brand reputation |
Opt-out & DND | If flagged/opted-out, do not retry |
Time zones | Campaign time zone controls scheduling/spacing |
Agent availability | If no agents free, re-queue delays may increase |
Symptom | Likely cause | Fix | Where to verify |
No retries happen | Max attempts = 1 | Increase attempts; republish | Settings → Schedule & Retries |
Retries too fast | Spacing too small | Increase to 15–30 min | Settings → Schedule & Retries |
Calls outside hours | Window/time zone off | Correct both | Settings → Schedule |
Agent misses many calls | Short wrap-up / no overflow | Increase wrap-up; enable overflow | Agent/Queue Settings |
Status labels unclear | Custom mapping | Check 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 Max attempts is reached or a terminal status/policy blocks further attempts.
Q2. Do retries respect the daily calling window?
A. Yes. Attempts aren’t scheduled outside your configured window.
Q3. How do I stop retries for a specific contact?
A. In Campaign Logs, set Do Not Retry (or remove the contact from the list).
Q4. Can I treat Promotional and Transactional differently?
A. Yes. Use category-specific policies and re-queue rules.
Q5. What if the customer calls back?
A. The campaign attempt remains logged; 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, masked contact number, timestamps, and a brief “expected vs actual” note.
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 aren’t 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." } ]}