If your contact has multiple phone number values available in your reports and list uploads, they will be evaluated during the list upload process. In addition, if we have an LQ Enhanced Phone that has a higher probability of reaching the contact, we will utilize that number during the session.
The application uses our artificial intelligence to determine which number has the best reachability/callability for each contact, and automatically ranks all available phone numbers for that contact. It is constantly evaluated and relies on feedback from Agents, Users and external signals that are fed into our models.
Why is it dialing a number that is not in my CRM?
We will place calls with other numbers that have a higher ranking than those in your CRM.
DeleteWhat types of numbers are dialed for me?
We will prioritize calling numbers that have led to conversations over numbers you uploaded in your list. In the event the numbers provided show enough data that they are incorrect, the contact is unreachable, or invalid, and we do not have a better phone number, we will attempt to acquire another number.
DeleteHow should I log calls if the number is incorrect?
If you find the number is incorrect, log the appropriate disposition. This disposition will be specifically related and evaluated based on the number we dial, not the number in your CRM.
Additionally, you can choose to dial another number by using the Preferred Phone feature.
DeleteNote
We do not rotate through multiple numbers in a single session.