When the phone network refuses a campaign call before it can ring, Edesy calls that contact again after about 1, 3, 10, 20 and 30 minutes. These network retries don't use the retry attempts you set. After 10 refusals in a row the campaign pauses itself and resumes after 5 minutes, so an outage doesn't burn your list.
Retries don't use your attempts
Refused calls are free
Auto resume after 5 minutes
How a campaign handles calls the network refuses. Prices exclude 18% GST.
| Item | Edesy voice campaigns |
|---|---|
| What triggers a network retry | The network refuses the call within seconds, before it can ring, or reports it is over capacity |
| Retry schedule | About 1, 3, 10, 20 and 30 minutes after each refusal (a little random spread so calls don't all retry at once) |
| Most network retries per contact | 5, then the contact is marked failed |
| Counts against your retry attempts | No. Your attempts (0 to 5) are kept for unanswered and busy calls |
| Repeated refusals | Campaign pauses after 10 refused calls in a row, if there is no working backup caller ID |
| Resume | Automatic after 5 minutes; a still-failing network ends the affected contacts as failed instead of looping |
| Backup caller ID | Optional number on a different network; calls switch to it before the campaign needs to pause |
| Cost of a refused call | Free. Only answered minutes are billed, at Rs 0.70 per minute |
| Where you see it | Contact status shows retrying, with the next retry time in the error detail |
What happens between a refusal and the next attempt
The network turns the call away within seconds, before the contact's phone rings. That is a network problem, not the contact ignoring you.
Edesy marks the contact as retrying and schedules it again after about 1 minute, then 3, 10, 20 and 30 minutes on later refusals. Your own retry attempts stay untouched.
If a backup caller ID on a different network is set, calls move to it so the campaign keeps dialing.
If 10 calls in a row are refused and there is no working backup, the campaign pauses itself.
After 5 minutes the campaign resumes and tries again. Contacts that run out of network retries are marked failed, so you can call them later with Run again.
Network failures and unanswered calls are different problems, so they get different rules
Automatic, on a fixed back-off schedule, for calls the network refused before they rang. Up to 5 per contact. They don't use your attempts.
Set 0 to 5 attempts and the gap between them in the wizard, for calls that rang but weren't answered or were busy.
10 refusals in a row pause the campaign; it resumes by itself after 5 minutes. Pauses for an empty wallet or a manual pause still wait for you.
A second caller ID on a different network keeps calls going while the main one's network refuses them, and switches back when it recovers.
After the campaign, run it again for only the contacts not reached: unanswered, busy, failed or never dialed.
A call that never connects costs nothing, so retries add cost only when they are answered.
Campaigns where a missed call has a real cost
A reminder that fails during an outage is a due date missed. Network retries reach the contact once the network is back.
Service outages, delivery changes and civic notices need to land the same day, not fail in the first ten minutes.
Reminders sent the day before still reach patients and customers if the first attempt is refused.
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