Contact Mode Cadence

Update the following details:

In the Time to Live (days) field, enter the number of days a contact remains active in the Campaign Segment. The default value is 30 days. After this duration, the contact expires and closed.
From the Callback Strategy dropdown list, select the required callback strategy for handling callbacks in the Campaign Segment.
If you select the Reset daily and max retries option, the system resets both the daily retry count and the maximum retry count at the moment a contact becomes a callback. The system then retries the contact from zero using the callback strategy.

Example: A contact has already been called three times. Now, the customer then requests a callback. If the Reset daily and max retries option is enabled:
- The retry count resets to 0.
- The contact is treated as a new callback contact.
- The system starts retrying the contact from zero by using the callback strategy.
In the Callback Retries field, specify the maximum number of callback attempts.
Under Convert Personal Callback to Normal Callback, select one of the following options:

Note: This feature works only with Cisco UCCE.
1. Retries: Converts a personal callback to a normal callback after the defined number of retries.
  1. In the Agent Attempts field, specify the number of attempts an agent can make to contact a customer after which the system converts a personal callback to a normal callback. The default value is 1.
2. Duration: Converts a personal callback to a normal callback after a defined duration.
  1. In the Elapsed Duration field, specify the number of days, hours, and minutes after which the system converts a personal callback to a normal callback.
Under Contact Strategy, select the Strategy Type as one of the following:
1. Simple: Uses basic retry logic and a predefined contact strategy.
2. Advanced: Allows configuration of multiple parameters for complex retry logic.
If you select Simple Contact Strategy, do as follows:
1. In the Contact Strategy dropdown list, select the contact strategy to map to this Campaign Segment.
2. In the Cycle Retry field, specify the number of retry cycles to perform for a contact.
3. In the Cycle Interval section, set the waiting period between each retry cycle by entering values for Days, Hours, and Minutes.
Example: Enter 0 Days, 0 Hours, 0 Minutes to retry immediately after a failed attempt.
If you select Advance Contact Strategy:
1. In the Max Retries field, enter the total number of retry attempts allowed for each contact before it is marked as closed or inactive.
2. In the Daily Retries field, specify the maximum number of retries allowed per day for a contact.
  
  Example: Enter 1 to restrict the contact to a single retry per day.
3. To automatically close a contact when the daily retry limit is reached, select the Close contact on daily retry limit option.
4. Turn on the Rolling Days toggle to apply the retry count over continuous rolling days instead of resetting it at the start of each new day. This ensures consistent tracking of retry limits across multiple days.
  1. Duration Days: Specify the number of consecutive days the system should consider as one retry window.
  2. Retries: Enter the maximum number of retries allowed within the defined duration.
    
    Example: Set Duration Days = 1 and Retries = 1 to allow one retry attempt every day on a rolling basis.
Click Save.