Contacts Attempted Automation

When multiple Electronic Contacts are sent out to an Apprentice for a Milestone Progress Contacts and Apprentice does not complete them, the Contact remains as pending and eventually gets expired despite the attempts made from Provider's side. 

To help with this situation, a new Contact Status has been introduced named Contact Attempted - Complete. When a contact is sent electronically based on the Self Service Contact settings using two different Contact Method, the contact status will get updated to “Contact Attempted - Complete” after X days from the use of second method.

In Self Service Contact Settings page, time delay option has been added. In the following line, providers can provide a number in the time delay box.


Update Contact Status to Contact Attempted - Complete 'X' days after 
2 different contact modes have been attempted.




When at least two attempts are made using two different methods, the a Contact's status gets updated to Contact Attempted - Complete 'X' days after the attempt made with the second attempt

Example: If a 12 month 1 contact is sent electronically using Email 1 day after the due date and Electronic Contact 1st followup reminder is sent using SMS 5 days after the due date, and the time delay is set to 76 days, the 12 month 1 contact will get updated to Contact Attempted - Complete 76 days after the Electronic Contact 1st reminder is sent. 

For another example, If Electronic Contact and reminder 1 are sent using Email and Reminder 2 is sent using SMS, the time delay will be counted from the Reminder 2 sent date. 

This time delay feature will give enough time to send all the reminders and allow the Apprentice to complete the Contact until the time delay time is over.

The new status is available in the Contact Status filter.


The contact is marked as green in Contacts table and the history is updated in Contact Page > History tab.





User can see the Contact Attempted Methods in from the Contact information page. Go to Contact Page > Administration Tab 

Audit Summary: Contact Attempted Data  

Once a Contact is marked as Contact Attempted Complete, the lifecycle log and audit entry will reflect this.


Contact Attempted – Complete data would now show when the Audit Summary is printed. Method 1 and Method 2 data will now be shown on the Audit. Go to Print > Audit summary  



  • The time delay must be 7 days or more as per the note in the settings. 
  • If the field is blank, no Contact will get updated to Contact Attempted - Complete.
  • Out of three contact reminders, at least one should have different method for Apprentice Contact. If all three reminders have same method, the time delay feature will not work.
  • If one contact of the same milestone already has Contact Attempted - Complete Status, another Contact will not get updated automatically. 
  • Once the Contact is marked as Contact Attempted - Complete, the Electronic Contact link becomes expired and Apprentice can not complete the contact using the sent links.
  • Once Month 1 contact of a milestone period is marked as Contact Attempted-Complete, the due date of Month 2 date will become 3 month + 2 days from when the Month 1 Contact is marked as Contact Attempted - Complete. This only happens when provider has enabled this option. 

Manually Marking Contact Attempted - Complete

A user can mark a contact as Contact Attempted - complete manually from Contact > Actions > Mark Contact Attempted - Complete


The user will be shown a pop up modal to complete Contact Attempt details. The date of Attempt completion and two methods of attempt will have to be provided to mark the contact as Contact Attempted - Complete. The two method must be different to mark the contact as Contact Attempted - Complete. 


The options for methods can be added in from Contact Attempted Mode Settings. 



Limiting automation for Contact Attempted Complete

Admins can control which contacts can be marked as Contact Attempted Complete automatically from AAC Preference Settings. 

Band 1 Contact Attempt

When this check box is checked, Band 1 contact - 12 month 1 will not be marked as Contact Attempted Complete

  • Will be excluded from Time Delay Cron Job

  • Mark as Contact Attempted options will not show in Contact > Actions dropdown. 

Limit Contact Attempted - Complete updates

When this check box is checked, a contact can only be marked as Contact Attempted - Complete when another contact’s status is Complete or Pending

Example: A 12 month 2 contact can be marked as Contact Attempted Complete if 12 Month 1 is either complete or Pending

  • This logic will be included in Time Delay Cron Job

  • Does not show Mark as Contact Attempted Complete action item in the drop down list when other contact is NOT complete or Pending

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