---
updatedAt: 2025-12-23T07:40:13.000Z
agentTools:
  projectIndex: https://docs.ozonetel.com/llms.txt
---

# Rules Management

# Reaching Your Audience

1. **Number of Attempts**: Control how many times the system tries to connect with a lead or customer by setting the "Re-tries" option in your campaign configuration. This helps you find the right balance between reaching contacts and avoiding excessive calls.
   1. **Re-Tries**
      1. The re-tries setting in the campaign configuration lets you manage how many times a call is attempted. By setting the number of re-tries, you can customize your outreach strategy to improve contact rates and connect with leads or customers more effectively.
         <Callout icon="📘" theme="info">
             **Note**
           If an outbound attempt is unsuccessful, the system will automatically initiate a retry only after all leads in the campaign have been dialed once. Retries are processed sequentially, meaning the system will not attempt multiple retries for the same lead back-to-back or dial all retry attempts at the same time.

           Each retry cycle begins only after the previous round of dialing is completed across all leads.

           **Exception:**
           In the case of blocked leads, all retry attempts (tries) are marked immediately at once, as no further dialing attempts are possible for those numbers.

           To configure re-tries settings in a campaign, refer to the [Outbound campaign](https://docs.ozonetel.com/docs/outbound-campaigns) article.
         </Callout>
   2. **Advanced Re-tries**
      1. The advanced retries feature allows administrators to set up multiple retry attempts based on call statuses and dispositions.
      2. For an in-depth understanding, refer to either the [Advanced Re-Tries section](https://docs.ozonetel.com/docs/outbound-campaigns#advanced-re-tries) article (within the Outbound Campaign section) or the dedicated [Advanced Re-Tries](https://docs.ozonetel.com/docs/advanced-retries) article.
2. **Max Attempts Per Customer**: Set a limit for the number of attempts made to reach any customer across all your campaigns within an account. This can be configured using the below admin settings.
   1. **Outbound Dialing rule On**
      1. **None**: Deactivates the maximum outbound dialing limit for a number within your account.
      2. **Account**: Activates the maximum dialing limit for a number across your entire account. Note that if the account-level limit is set, campaign-level settings are overridden.
      3. **Campaign:** Activates the maximum dialing limit per day for a number at the campaign level.
         1. With this setting, each campaign can have a specific dialing limit for a number.
         2. For outbound campaigns, utilize the "Daily Outbound Limit per Number" field on the campaign configuration page to set the limit for that campaign (Refer [here](https://docs.ozonetel.com/docs/outbound-campaigns)).
         3. For inbound campaigns, the "Daily Outbound Limit per Number" field appears only when manual dialing is enabled for that campaign (Refer [here](https://docs.ozonetel.com/docs/inbound-campaigns)).
         4. The system resets this data each day at 12 am midnight for the next day's dialing.
   2. **Max outbound dialing count**
      1. Allows the admin to set the maximum number of outbound dialing attempts for a number at the account level.

## Re-Dial

* **Redial** is a feature available to agents through the toolbar, allowing them to reconnect with customers if a call is prematurely disconnected.
* This option appears in the disposition window during call disposition. To know how this works on the agent toolbar, refer [here](https://docs.ozonetel.com/docs/handling-voice-calls#re-dial).
  * On the disposition window, If an agent selects any disposition, it updates the Call Details Report accordingly.
  * If no disposition is selected, the system automatically assigns the standard 'Redial' disposition value
* As an administrator, consider the following regarding the Redial feature:
  * Redial functionality operates exclusively in Blended or Manual modes for agents.
  * If your campaign configuration sets the **Disposition Type** to **None**, Redial functionality will not be applicable.
  * The number of redial attempts is controlled by campaign configuration settings, including the number of tries, advanced retries, and maximum attempts per customer.

# Dial Interval

The Dial Interval setting in the campaign configuration determines the time gap between dialing each subsequent record from the campaign data.

* **Configuration**
  * Configure this setting in the [campaign configuration](https://docs.ozonetel.com/docs/outbound-campaigns) by adding the **Dial Interval** field.

# Call recording

The call recording feature provides customizable options for Preview, Progressive, and Manual campaigns. Admins can tailor recording preferences based on campaign types, ensuring optimal call recording configurations.

* **Recording Options**
  * Admins can configure recording preferences for outbound calls with the following options:
    * Record the Call in Full
    * Record Only the Conversation
    * Do Not Record Outbound Calls

For an in-depth understanding, refer to the [Call Recording](https://docs.ozonetel.com/docs/outbound-campaigns#call-recording) section of the Outbound campaign article.

# DNC Regulations

Do Not Call (DNC) regulation is a feature designed to ensure that businesses do not contact customers during non-compliant hours. It guarantees dialing at specific times, considering their respective time zones.

The DNC regulation applies to both:

* Manual calls in inbound campaigns and
* All types of calls in outbound campaigns (Predictive, Progressive, Preview, IVR).

**Configuration:**

* The admin can enable the DNC regulation by selecting the **"Apply DNC Regulation"** option on the campaign configuration page. This setting can be found under General Information -> Campaign Settings and is available for both [inbound](https://docs.ozonetel.com/docs/inbound-campaigns)  and [outbound](https://docs.ozonetel.com/docs/outbound-campaigns)  campaigns.

This setup ensures compliance with DNC regulations and enhances the customer experience by respecting their preferred contact times.

## Report

Refer to the [Call Details report](https://docs.ozonetel.com/docs/call-detail-reports) for all the recording details of a call.

# Continuous Barge-in

Admins and Sub-admins can use the **Agent List** widget (In [Dashboards](https://docs.ozonetel.com/docs/dashboard) ) to initiate barge-in mode. When an admin joins a call in barge-in mode, a new window opens and remains open until the admin manually closes it. This allows the admin to continuously monitor the same agent for subsequent calls. Here's how continuous barge-in works:

* You as an admin or Sub-admin can click on barge-in and join the call. The call-drop option is displayed to the admin.
* After the agent's call ends, the window remains open.
* When the agent receives the next call, the admin is dialed back via WebRTC. Since it is set to auto-answer, the admin is connected to the audio automatically.
* This process continues until the admin manually closes the barge-in window for that agent.

The Continuous Barge-in option must be enabled for the user (sub-admin) for the feature to work.

<Image align="left" border={true} width="57% " src="https://files.readme.io/e207d06-continue_Barge1.png" className="border" />

<br />

<br />

<br />

<br />

<br />

<br />

<br />

<br />

<br />

<br />

<br />

<br />

<br />

<br />

<br />

<br />

# Number Masking

The Number Masking feature allows admins to control how customer phone numbers are displayed to agents and sub-admins. With this feature, sub-admins can view masked numbers on dashboards, live reports, and historical reports, while agents can see masked numbers in their toolbar, performance dashboard, and other relevant areas.

**Enabling Number Masking for Agents:**

1. Navigate to **Admin Login → Admin Tab → Settings → Agent Settings.**
2. Enable the **Hide customer phone no** setting.
3. Configure masking behavior via **Admin Login → Admin Tab → Settings → Admin Settings → Show Customer Number from Last N Numbers:**
   1. **0:** Masks the entire number.
   2. **-1:** Masks the entire number.
   3. **Any positive number (e.g., 3)**: Displays only the last 3 digits of the number.

**Enabling Number Masking for Sub-Admins:**

1. Go to **Admin Login → Admin Tab → Settings → Admin Settings → Show Customer Number from Last N Numbers:**
   1. **0:** Masks the entire number.
   2. **-1:** Masks the entire number.
   3. **Any positive number (e.g., 3)**: Displays only the last 3 digits of the number.

# Screen Barge-In:

The **Screen Barge-In** feature allows admins to monitor the live screens of agents in real-time through the **Agent List** Widget on the dashboard.

**Key Features:**

* **Live Monitoring:** Admins can view the agent's live screen activity.
* **Controls:** Play and Pause options are available during live screen monitoring.

**Steps to Enable Screen Barge-In:**

* When an agent logs in, they need to allow screen sharing.
* The agent can choose to share either a specific browser tab, a window, or the entire screen.
* Ensure the agent has the **Screen Recording** option enabled.
  * Navigate to **Admin Tab → People → Agents → Edit Agents** and enable screen recording for the respective agent.

> 📘 Note:
>
> * If the agent does not permit screen sharing, the admin will not be able to access the agent's screen recording.

To learn more about this feature, please watch the video:

<HTMLBlock>{`
<div
              style="
                position: relative;
                padding-bottom: 56.25%;
                height: 0;
                border-radius: 0;
                box-shadow: 0 15px 40px rgba(63,58,79,.3);
                overflow: hidden;
                min-width:320px"><iframe
              src="https://ozonetel.portal.trainn.co/share/lPE9Eic80GRNXAhnBB4qAw/embed?autoplay=false"
              frameborder="0"
              webkitallowfullscreen
              mozallowfullscreen
              allowfullscreen
              allow="autoplay; fullscreen"
              style="position: absolute; top: 0; left: 0; width: 100%; height: 100%;"></iframe></div>
`}</HTMLBlock>

# Agent Headphone Validation

Admins can ensure agents use headphones by enabling the setting **"Exception On No Headphone",** restricting call readiness based on headphone connection.

## Behavior:

1. **When Enabled:**
   1. **Headphone Not Connected**: The agent will be in an exception state and cannot move to the ready state to attend calls.
   2. **Headphone Connected:** The agent can move to the ready state and attend calls.
2. **When Disabled:** The agent can enter the ready state and attend calls regardless of whether the headphone is connected or not.

> 👍 Good to Know
>
> * This feature is supported only for SIP login.

# Location bases skill transfer

Agents can transfer calls to a specific set of skills directly from the agent toolbar using the skill transfer option. This functionality is controlled by the agent setting, **Location based Skill Transfer** :

* **If Enabled:** The agent will only see the skills tagged to their location.
* **If Disabled:** The agent will see all skills mapped to the campaign.