Dialler Decision Process

This process outlines the logic for determining when a call should be served or skipped in the dialler. The following diagram and steps describe how the decision-making flow works:

graph TB
   A[Locked to another agent] -->|YES| B[Skip it];
   C[Most recent Call status] -->|Do Not Call| B;  
   C -->|Remove| B;  
   C -->|Complete| B;   
   C -->|NOT Call back| G[Serve it];
   C -->|Callback| I[Has Call back time come yet?] -->|NO| B;
   H[Outcome is Call back QUEUE] -->|YES| G;
   I -->|YES| J[Outcome is Call back AGENT] -->|YES| K[I made recent call] --> L[Allowed to see the record] -->|YES| G;

Step-by-Step Explanation

1. Is the call locked to another agent?
2. Yes → Skip it.

3. No → Proceed to the next step.

4. Check the most recent call status:

5. If the status is “Do Not Call”, “Remove”, or “Complete” → Skip it.

6. Otherwise, proceed to the next step.

7. Is the most recent call status NOT “Call Back”?

8. Yes → Serve the call.

9. No (i.e., the status is “Call Back”) → Proceed to the next steps.

10. Has the call-back time arrived?

11. No → Skip it.

12. Yes → Proceed to the next step.

13. Is the outcome “Call Back QUEUE”?

14. Yes → Serve the call.

15. No → Proceed to the next step.

16. Is the outcome “Call Back AGENT”?

17. Yes → Check if the agent who made the most recent call is allowed to access the record.

18. No → Skip it.

19. Did I make the most recent call, and am I allowed to access the record?

20. Yes → Serve the call.

21. No → Proceed to the next steps.

22. Is the user who made the call offline?

23. Yes → Use the record.

24. No → Proceed to the next step.

25. Is the user online but unable to access the record?

26. Yes → Serve the call.
27. No → Skip it.

This flow ensures that only calls that are ready to be served are processed, with conditions based on call status, call-back time, and agent availability.