Outbound rule

An outbound rule is a mechanism that controls how the Altitude uCI Server tries to reach a contact.

Since contact profiles have several phone numbers, the Altitude uCI Server needs to decide which number to call depending on the moment (day and time) and past contact tries.

The main configuration parameters and components of an outbound rule are:

• Maximum number of tries: Number of total allowed call tries for the outbound rule.
• Maximum number of tries per day: Number of allowed call tries per day.
• Next outbound rule: The next outbound rule to apply when the current rule is exhausted.
• Outbound schedules: Define a time interval in which the outbound rule is active, and the order by which the phone numbers of the contact should be called in the defined time interval.
• Retry rules: Define what the outbound rule should perform when a call try to each phone type results in failure.

How are outbound rules applied

Outbound rules are defined for the whole contact center and used by individual contacts and campaigns.

Reschedule outbound rules are only applied to contacts that were rescheduled from an ASL script using the built-in @script_session_info.campaignRescheduleDialRule.

The default outbound rule ensures that if there are no custom outbound rules defined, there is a built-in policy that allows outbound contacts to still be performed.

Outbound rules are applied in the following order:

1. Outbound rule used by the individual contact.
2. Outbound rule used by the campaign where the contact is located.
3. Default outbound rule of the contact center.