Add a call rule


  1. 管理をクリックします。
  2. Under Outbound Dialing, click Rule Management.
  3. Click the Call Rule Sets tab.
  4. Click the name of a rule set.
  5. Click Add a New Call Rule.
  6. Type a name in the Call Rule Name box.
  7. Select Pre-Call or Wrap-up from the Category list. This selection configures when the system evaluates the rule. For more information, see About pre-call rules and About wrap-up rules
  8. Select a condition from the Type list. This condition is the item you want the rule to examine: 
    • Call Analysis—is available when you set the type to Wrap-up Code. It allows you to perform an action when call analysis detects a busy signal, answering machine, live person, or when no one answers the call. For example, you can set the rule action to schedule a callback in 10 minutes if a line is busy.

      The Disposition box allows you to select Busy, Machine, No Answer, or Person. In special cases, you may type a free-form call analysis condition instead. For example, you might type disposition.classification.callable.sit. The ability to enter free-form disposition strings is intended for limited use by customers with special requirements, as instructed by product support personnel. This feature supports any call analysis disposition that PureCloud Edge may return.

      図は、話中音が検出されたときに、10分後にコールバックを設定する方法を示しています

    • Contact List Column—allows you to compare any column in the contact record to a fixed value. If you are using the Relative Time comparator, see Date-time formats for call rules.
    • Contact Property—is available when you set the type to Pre-Call. It has two conditions: 1) Last attempt: Compares the last time that the system attempted to call a contact or a contact number (home, cell, work) to a user-entered relative time (number of days, hours, and minutes in the past or the future), 2) Last wrap-up: Compares the last queue wrap-up code result to a user-entered relative time (number of days, hours, and minutes in the past or the future) Notes: 1) If the contact list is new or if there are no previous call attempts, the rule evaluates the condition to false and the system does not take the rule action(s), 2) The last attempt condition only counts real attempts. Busy, preview skipped, rule skipped, internal error, callable time blocked, invalid phone number, number uncallable, contact uncallable, and callback disconnect evaluations do not count as attempts.
    • 電話番号 — 連絡先電話番号とユーザーが入力した電話番号を比較します。
    • 電話のタイプ — 連絡先の電話番号のタイプを特定の電話番号のタイプ (自宅、携帯、職場など) と比較します。
    • ラップアップ コード — ラップアップ コードにタイプを設定すると使用可能になります。通話終了後、割り当てられたラップアップ コードとユーザーが入力したラップアップ コードを比較します。
  9. As applicable for the type selected, choose a contact column, contact property, wrap-up code, or phone type as prompted. For example, if you chose Contact List Column, the system prompts you to select a column name. Select contact property, wrap-up codes, and phone number types in similar ways.図は、1 つのルールに対する特定の連絡先列の選択肢を示しています
  10. To determine how the system makes the comparison, select a comparison operator (comparator).
  11. 該当する場合、値を入力するか、または [] ボックスから選択します。この選択肢により、システムの条件を比較する対象が設定されます。
  12. In rare situations, you have to invert the expression, so that the system performs its action when the opposite of the expression is true. This inversion is accomplished by setting the Invert Condition switch to Yes. To put it simply, an inverted condition performs actions when the condition is not met. If you want to:
    • 条件が満たされるとアクションが実行されるようにするには、[条件を反転] を [いいえ] に設定します。この設定は既定値です。
    • Perform an action when the condition is not met, set Invert Condition = Yes
      Note: Inverting a wrap-up rule includes system-level wrap-ups in the evaluation.

      ルールに「条件の反転」を使用する際には、システムにより割り当てられるラップアップ コードは評価に隠れて含まれます。ユーザーはシステムにより割り当てられるラップアップコードを選択することができないため、ルールが無視するラップアップコードのセットでは、常時「含まれていない」になります。これは予期せぬ意図しない結果を生じる可能性があります。

      If you set up a rule to evaluate whether the wrap-up code isn’t x, y, or z, and then set a rule action, then every busy signal, hang up, skip, line disconnected, and so on, results in triggering the rule action since those system-assigned wrap-up codes are not x, y, or z.

      Due to the way the system currently works internally, it is not safe to assume that only configured wrap-up codes that are not x, y, or z solely triggers the action.

    これで完全に設定済みの条件ができました。例:

    単純なルール条件の例

    For advanced techniques, see Test a contact column for empty, null, or zero values.

  13. Optionally, click Add New Condition. Repeat steps 2–9 to configure the condition.

    Note: Conditions join with the AND operator, so a call must meet all rule conditions for the overall rule to evaluate True.

  14. Configure actions for this rule to perform when its conditions are met. See Configure rule actions for details.
  15. 保存をクリックします。