Learn about treatments in CX Contact.
A treatment defines what CX Contact should do with a call that does not reach the intended party.
On the Treatment tab for a dialing profile, campaign template, or campaign group, Treatments are broken down into the following sub-tabs:
- Delivery Options - Define the circumstances in which the system should connect a call to an agent. (Applicable to the voice channel only.)
- Retry Options - Define how the system should respond to any given delivery result or disposition code.
- Device Escalation - If a single record contains more than one device, use this feature to identify which device(s) are contacted as well as the order in which they are contacted.
- SCXML Treatments - Specify a URI to a stored SCXML treatment script. When you do this, the system applies all treatment configuration defined in the script and ignores all treatment configuration previously defined in CX Contact.