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Conditions

Conditions are the filters that determine when a dialing rule applies. Each rule can have zero, one, or many conditions, letting you target specific records and call outcomes.

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

Conditions section in the dialing rule form

Available Fields​

  1. Status The current status of the record. Options include:

    • Active
    • Pending
    • Retry
    • Failed
    • Completed

  2. Disposition The campaign disposition selected for the record. Values are defined by the campaign.

  3. Dialer Result The outcome of the call. Options include:

    • Unknown — the call result could not be determined
    • Live Voice — successful contact with a person
    • Answering Machine — detected when enabled for the campaign
    • Busy — the line was busy
    • Invalid Number — the carrier reported the number as invalid
    • Fax — a fax machine was detected
    • No Answer — the callee did not answer
    • Do Not Call — a DNC request was received
    • Wrong Number — the incorrect number was dialed
    • Callback Later — the callee requested a later callback
    • Schedule Callback — a scheduled callback was determined
    • Personal Callback — a specific agent callback was scheduled

  4. Wrap-Up Code

    • Filters on the wrap-up code the agent selected.
    • Values are configured by the organization's contact center administrator.

  5. Record Attempts

    • The total number of attempts made for the record, across all phone numbers associated with it.

  6. Phone # Attempts

    • The number of attempts made to a specific phone number within the record. More granular than Record Attempts.

  7. Agent Assigned

    • Matches whether an agent has been assigned to the record (True or False).

  8. Custom Field

    • Matches a user-defined field from the record (for example, State or VIP status).
    • The available fields depend on the campaign's custom field configuration.

  9. Time Since Import

    • Matches the number of days since the record was imported. Available when the feature is enabled for your organization.

Comparison Operators​

Each condition supports the following comparison operators, depending on the field:

  • Equals / Does not equal
  • Is less than / Is less than or equal to
  • Is greater than / Is greater than or equal to
  • Contains / Does not contain
  • Is between (for numeric and time-based fields)

Multiple Conditions​

You can add more than one condition to a rule. When a rule has multiple conditions, all of them must match for the rule to apply (AND logic). The rule list displays a tooltip on each row confirming this behavior.

Best Practices​

  1. Start with broader conditions and refine as needed.
  2. Use custom fields to create highly targeted rules.
  3. Regularly review and update conditions to ensure they align with current campaign goals.
  4. Test conditions thoroughly before applying them to live campaigns. Use the Test Rules button on the campaign's Dialing Rules tab.
  5. Combine different field types for more precise targeting.

Example Scenarios​

  1. Target high-value customers:

    • Condition: Custom Field "Customer Tier" equals "Premium"

  2. Retry unanswered calls a limited number of times:

    • Condition 1: Dialer Result equals "No Answer"
    • Condition 2: Record Attempts is less than 3

  3. Route records with a specific interest:

    • Condition: Custom Field "Product Interest" contains "Enterprise Solution"

By using conditions thoughtfully, you can target the right records at the right time, improving campaign efficiency and compliance.