Actions

Actions are the operations Cloverhound Cloud takes when a dialing rule's conditions are met. Use them to modify record status, schedule retries, restrict dialing, and route records between campaigns.

Actions are edited in the rule form, under the Actions section. Click Add Action to add a new row, or the delete icon on a row to remove one.

Supported Actions

1. Set Record Status Sets the status of the record after the rule is applied. Options include:

   • Retry — mark the record for another attempt
   • Failed — mark the record as unsuccessful
   • Completed — mark the record as successfully processed

   

2. Set Record Wrap-Up Code

   • Sets a specific wrap-up code on the record.
   • Useful for categorizing results and driving reporting.

   

3. Retry After Sets the interval before the next attempt on the record.

   Form Fields:

   • Value — the numeric value of the retry waiting period.
   • Unit — the unit of the retry waiting period (Minutes, Hours, or Days).

   Example: Retry after 45 minutes.

   

4. Limit Attempts per Record Caps the number of attempts allowed against a record within a time window. All phone numbers on the record count toward the limit.

   Form Fields:

   • Limit — the maximum number of attempts in the time window.
   • Interval — the numeric value of the time window.
   • Unit — the unit of the time window (Minutes, Hours, or Days).

   Example: No more than 10 attempts per record in a 5-day span.

   

5. Limit Attempts per Contact Caps attempts to a specific phone number within a time window. More granular than per-record limits.

   Form Fields:

   • Limit — the maximum number of attempts per phone number in the time window.
   • Interval — the numeric value of the time window.
   • Unit — the unit of the time window (Minutes, Hours, or Days).

6. Restrict Dialing Schedule

   • Only allows dialing attempts during the selected schedule.
   • Helps enforce calling-hour regulations and organizational policies.

   

7. Add to Dialer Campaign

   • Adds the record to another dialer campaign.
   • Useful for routing records between campaigns based on call outcomes.

8. Set Outbound ANI

   • Sets the outbound caller ID used when Cloverhound Cloud dials the record.
   • Options are drawn from your Webex outbound ANIs.

9. Assign Agent to Record

   • Toggles whether the record is scheduled to a specific agent (True or False).

Best Practices

1. Combine actions to create complete rule outcomes (for example, status + retry interval).
2. Pair Set Record Status with Retry After for intentional retry logic.
3. Use Limit Attempts per Record or Limit Attempts per Contact to prevent over-dialing.
4. Use Restrict Dialing Schedule to stay compliant with local calling regulations.
5. Use Add to Dialer Campaign to move records through multi-stage campaign workflows.
6. Regularly review and adjust actions based on campaign performance.

Example Scenarios

1. Compliance with calling-hour regulations:

   • Action 1: Restrict Dialing Schedule to "Business Hours"
   • Action 2: Set Record Status to "Retry"
   • Action 3: Retry After 1 Day

2. Handling unresponsive records:

   • Action 1: Set Record Wrap-Up Code to "No Answer"
   • Action 2: Retry After 2 Hours
   • Action 3: Limit Attempts per Record to 3 per day

3. Managing successful contacts:

   • Action 1: Set Record Status to "Completed"
   • Action 2: Set Record Wrap-Up Code to "Positive Response"

4. Lead routing workflow:

   • Action 1: Set Record Wrap-Up Code to "High Value Lead"
   • Action 2: Add to Dialer Campaign "Priority Follow-up"
   • Action 3: Set Record Status to "Completed"

Impact on Campaign Performance

Well-configured actions can:

• Improve contact rates by optimizing retry timing.
• Enforce calling restrictions for compliance.
• Cap attempts to reduce wasted dials.
• Route records into the right campaign based on outcomes.
• Drive reporting with precise wrap-up codes.

With the full set of available actions, you can build dialing rules that react to a wide range of campaign scenarios.