The "You just called this number" message appears fairly often to clients who call the same record multiple times in a day, or to clients who call multiple records that share the same phone number. Here is an overview of the mechanics that go into making this message work, and the scenarios in which it presents.
min_callback: this is an Account-level setting that is configured during the original Account setup. We set it to 18 hours unless the client specifies a different value. At the record (Object ID) level, it prevents records from being presented by a Campaign until the time expires.
temp_dnc: this is a synonym for Recycle Time. It is applied by Dispositions or Skip Recycle Time in a Preserve Report Order (PRO) Campaign. At the record (Object ID) level, it prevents records from being presented by a Campaign until the time expires.
You Just Called This Number (YJCTN) is applied at the phone number level, rather than the record (Object ID) level. That means that if two records share a phone number, calling the first record will cause the second record to prompt the YJCTN message following the same rules as calling the first number a second time.
YJCTN presents in the following scenarios:
For calling and hanging up but never selecting a Disposition:
YJCTN appears for the duration of min_callback.
For Dispositions with DNC time assigned that IS Global:
YJCTN appears for the duration of the temp_dnc assigned to the Disposition.
For Dispositions WITHOUT DNC time:
YJCTN appears for the duration of min_callback.
For Dispositions with DNC time assigned that is NOT Global:
If the call was placed via Click to Dial or InstaQueue, YJCTN appears for the duration of the temp_dnc assigned to the Disposition.
If the call was placed via a Campaign, YJCTN appears for the duration of min_callback.
For records that were skipped (not called, not Dispositioned) in a PRO Campaign:
YJCTN appears for the duration of the temp_dnc assigned as "Skip Recycle Time" in the Campaign settings. If no Skip Recycle Time is designated in the Campaign settings, the Account level Skip Recycle Time will apply.
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