How do retries work?

Sometimes contacts don’t answer the first time you call. CallHub’s retry system automatically follows up with contacts who were unavailable during the initial call, helping you reach more people and improve campaign results. Properly configuring retries ensures your campaign runs efficiently and contact attempts are not wasted.

• Retry Attempts

  • Definition: The count of the retry cycle the contact is currently in.

  • Explanation: Each time a contact is retried, this number increases by one until it reaches the maximum retries set for the campaign.

  Contacts in Retry

  • Definition: Contacts that are waiting in the retry queue to be called again after the configured retry interval.

  • Explanation: These contacts did not answer, were busy, or failed to connect in the initial call attempt.

How Do Retries Work?

When running a Call Center campaign, not all contacts answer on the first attempt. CallHub’s retry system automatically follows up with contacts to maximize connection rates. The retry process works as follows:

1. Initial Call Attempt – All contacts in your campaign list are called once in the first round.

2. Contacts Not Answered – Contacts who don’t answer, are busy, or fail to connect are added to the retry queue.

3. Contacts in Retry – These are the contacts waiting in the retry queue to be called again after the configured retry interval.

4. Retry Attempts – Each contact in the retry queue is retried according to the campaign settings. The Retry Attempt counter shows the number of retry cycles a contact has gone through.

5. Completion – Once a contact reaches the maximum retry limit, no further calls are made to that contact.

Example Scenario:

• Maximum Retry Limit = 3

• Contact does not answer the first call:

  1. Attempt 1 – Initial call, no answer.

  2. Attempt 2 – Contact is in the retry queue; system retries the call.

  3. Attempt 3 – Final retry; if still no answer, no further calls are made.

This system ensures your campaign efficiently reaches contacts while avoiding unnecessary repeated calls.

Adding new contacts:

• You can add contacts to the Contact List anytime.

• This will not affect the existing retry settings.

Changing retry settings mid-campaign:

• If you change the number of retries or the retry interval while a campaign is running:

  • Existing contacts already in the retry queue will follow the old settings.

  • New contacts added to the retry queue will follow the new settings.

Note: Changing retry settings does not update past contacts already in the retry queue.