Engage Voice
Understanding custom criteria-based dial plans

Last updated on June 30, 2021

Table of contents

The plans you create here are time-based and criteria-based, and they function based on comparators, which allow you to create conditional statements — or comparisons. These statements can be used to indicate the conditions under which the campaign should limit dialing. Additionally, you can decide when that campaign should begin (and end) dialing based on the conditions you specified.
Say you sell winter sports products that mostly require very cold, snowy conditions for use. You might want to tailor your outbound dialing plans to reach out to customers in cities and/or states that experience those types of weather patterns. And you may want to tailor your dialing even further according to the time of year, avoiding marketing to leads in the summer and spring and instead focusing on dialing your leads throughout each state’s fall and winter months.
To do so, you could set up a dialing plan that instructs the system to only dial specific states during certain months.

Custom dial plans

For example, if you wanted to tell the system to only dial Minnesota, Maine, and Colorado between 9am on the 1st of September and 5pm on the 1st of March, you could set up a dialing plan that looks something like the following:
View of the Edit Custom Campaign Crtieria Plan modal window
That configuration is telling the system to check its lead lists during September and March, and if it finds any leads whose State field contains an entry that is equal to any of the three states named above (in the Criteria Value field), then the system will allow agents to only dial those leads during that time frame. 
Put simply, the above statements will be read by the system as the following: 
If the State field on a lead list is exactly equal to whatever you input into the Criteria Value field, then dial only the leads that satisfy this criteria.
When you wish to apply multiple statements, you can click the Add Another Comparison text at far right, below the last statement. This will reveal an and/or toggle button and a new empty comparison statement for you to configure. 
Any statements linked via the and option will all be given equal weight; the system will continue down your statement list, satisfying all the indicated requirements before it considers the task complete.
Any statements linked via the or option will be considered a strictly either/or command, which means that even if only one of three or statements is true, the system will still only dial based on any of the three comparison statements you provide. The system will read these as: 
If statement 1 is true, or if statement 2 is true, or if statement 3 is true, then you can dial only the leads that meet any of the above (three) criteria (comparison statements). 
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