Outreach logging

Outreach log statements provide additional detail to the Outreach flow such as:

  • Why an Outreach call was not launched
  • The outcome of an Outreach call

All Outreach log statements are located in Queue Manager MainOutput logs located at C:\Program Files\Virtual Hold Technology\VHLogs\.

Outreach call not launched

If an Outreach call is not launched,

ScenarioLog statement
ScenarioLog statement
An Outreach call is pending.
The Outreach mode is turned OFF.

The queue's operation mode is in:

  • RapidPurge
  • Shutdown
  • Standby
  • AfterHours
  • The queue's operation mode is in Purge or QSpeak

AND

  • The number of calls in the Priority Queue to pause Outreach is greater than the number of calls in the Priority Queue
The Outreach call is scheduled outside of business hours.
  • The Dialing Condition is No EWT

AND

  • The EWT is greater than 0
  • The Dialing Condition is Empty Queues

AND

  • The number of calls in the Holding Queue or Callback Queue is greater than 0

The Dialing Condition is Agent Availability

AND

The number of available agents is less than the number of agents defined in Agent Availability - Minimum Needed

The number of available ports is less than the number of ports defined in Minimum Ports Available for Outreach

The phone number did not meet the validation criteria. The phone number may:

  • Contain incorrect characters
  • Contain an incorrect phone number
  • The queue is not licensed for Outreach calls

OR

  • Outreach is not enabled for the queue