Dialling hygiene: silent calls, best hour, resting contacts and days not to call
Keep outbound calling from becoming a nuisance: watch silent calls, call at each contact's best hour, rest contacts instead of discarding them, and skip public holidays.
Where to find it
Calls › Outbound ops › Dialling hygiene
Open this screen
Steps
- Open Calls › Outbound ops and the Dialling hygiene tab.
- Check Silent calls: Answered, Silent and the Rate against the common ceiling over 30 days, with the reasons.
- Under Best hour to call, see who is due this hour; managers press Relearn from history to update each contact's best hour from their own answer history.
- To rest contacts, type their Contact ids, set Rest for (days) and press Rest them. They come back in Back from nurture when the rest is over.
- Under Days not to call, enter the Date (YYYY-MM-DD), What it is and the Country code, then press Add. Remove deletes a day.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Silent calls | Calls the dialler placed with nobody to connect. The ceiling shown is the common one; it is stated, not enforced. | — |
| Best hour to call | Contacts whose learned best hour is now, with their number and best hour. | — |
| Contact ids and Rest for (days) | Parks the listed contacts for a number of days instead of deleting them (managers). | 90 |
| Back from nurture | Rested contacts whose rest has finished. | — |
| Days not to call | Public holidays when outbound calling is suppressed, per country; an empty country means everywhere. | — |
Troubleshooting
"Give at least one contact id"
Type one or more contact ids, separated by commas or spaces, before pressing Rest them.
"Give the date as YYYY-MM-DD"
Enter the date in that form, for example 2026-01-01.
There is no Add button under Days not to call.
The list is shared by every organisation on this service, so only the platform operator changes it. You can still read it.
Tips
- A contact who said no today may not say no in three months: rest them rather than discard them.
- Days in this list are kept for reference only: outbound calls are no longer refused on them.
Good to know
- Resting, relearning and holidays need the admin or manager role.