Understanding Contact Re-Routing After Resulting

When you notice that a contact routes back immediately after being resulted, it's typically due to the result code being configured to dial the next number associated with that contact. This feature is intended to ensure all potential contact numbers are attempted during a campaign.

Here’s how to verify and modify this behavior:

1. Check if the Second Number is Highlighted: When the contact comes back up, see if the second number is highlighted. If it is, then the system is functioning as expected under the current settings.

2. Modify Result Code Settings:
   • Access the Result Codes Page: Navigate to the Result Codes section where these behaviors are managed.
   • Adjust the Dialing Action: Look for the Dialing Action drop-down menu associated with the specific result code used. Here, you can alter the behavior to stop the system from automatically dialing the next number for a contact.

By adjusting these settings, you can control how the contacts are handled after a result code is applied, either moving to the next number or ending the dialing process based on your campaign needs. If the behavior persists or doesn’t match the settings, it might be helpful to review the configuration or consult with VanillaSoft support for further assistance.