The quiet killer of calling floors isn’t bad lists or weak scripts. It’s the thirty to ninety seconds between calls: finding the next record, deciding whether to retry the one that was busy, typing up what just happened. Multiply that by sixty calls a day and a rep spends more time around calls than on them.
Two queues, one rule
DialTri runs every campaign through two queues. The Active Calling Queue holds records that are ready to dial; the moment an agent hangs up, the next one connects. The Retry Queue holds everything that didn’t connect: busy, no answer, temporary network issue. Those numbers come back after a configurable interval, up to two times, and then get a final status on the record.
The rule is simple: an agent never decides what to do with a busy number. The queue does.
Setting the interval
Teams usually start with a 20-minute retry interval and tighten it to 10 for short campaigns. The important setting is the time-based rule: retries that would fall outside the campaign’s calling window are held until the next window opens, so a 4:55 PM busy signal doesn’t become a 5:15 PM compliance problem.
| Campaign type | Interval | Max retries |
|---|---|---|
| Prospecting | 20 min | 2 |
| Renewals | 45 min | 2 |
| Event follow-up (same day) | 10 min | 2 |
What the completed panel tells you
At the bottom of the dialer, the Completed Call Status panel lists every finished call with its status, duration and end time. Supervisors use it to see pace in real time; agents use it to confirm the last call logged before they move on.
Before you switch it on
- Make sure invalid and unreachable numbers are being skipped, not retried.
- Set the end time on the schedule, not just the start.
- Decide what happens after the final failure: flag for follow-up, or exclude.