There can be several reasons:
1 The redial has reached its maximum limit of what is allowed according to the campaign settings.
To check this:
1.1 Go to the contact log under the lead and see how many times redial / aut. voice mail happened.
1.2 Check what is allowed according to the campaign settings. You can find it under "Settings" followed by "Campaigns" in the menu on the left side, then click edit on the arrow to the right of the campaign where you will find the following settings at the bottom "Calls":
Call attempts - alarm calls
- The maximum number of voicemails before the lead does not reappear.
Call Attempts - Redial
- The maximum number of redials before the lead does not reappear.
If the maximum of either voice mails or redials is reached, then the lead will no longer automatically appear.
2. There are many redials that have been exceeded.
If a phoner has many redials that have been exceeded, it will be those redials where the time is most exceeded that first pop up.
The way you can test this is by going to the "Redial" section of the menu on the left. If there are many leads crossed (with red color next to the name), then they will come up first.
3. No call has been made on the campaign.
In order for the redials to appear, the phones must sit on the campaign and call for them to appear.
If you want it to be different so that redials go across the campaign, you can change this through "Settings" --> "Rights" --> "Client setting" and "Prioritize call-backs across campaigns"
4. The default redial type is set to be common.
If the campaign settings have chosen the default redial type as a common redial, then they will not lie as a redial to a particular phoner.
The way you find it is under "Setting" and "Campaigns" in the menu on the left, then click edit on the arrow to the right of the campaign where "Default Redial Type" will be found under "Calls". You can change this to private if you wish.