A frozen lead remains in their list, but Ubic temporarily removes them from the leads to call because the attempt did not result in a conversation.
This mainly happens in two situations:
no one answers, the line is busy, or the call is canceled;
the parallel dialer calls several leads at the same time, one call is kept, and Ubic stops the other calls that are still in progress.
Remember: a frozen lead is neither deleted nor blocked. They can become callable again. If their list uses an automation, Ubic returns them to the calling queue after the configured delay.
The parallel dialer lets Ubic call up to three leads at the same time. As soon as one call is kept, the other active lines are stopped so the agent only handles one conversation. The affected leads then become Frozen.
The call status describes the lead's availability in the calling workflow: To call, In progress, Connected, Completed, Frozen, or Failed. Ubic can update it automatically based on the technical outcome of the attempt.
The lead status describes the sales outcome selected after the call: Voicemail, Demo scheduled, Not interested, Wrong number, and so on. Depending on the list, this qualification may also be sent to the CRM.
a workflow is an automation configured by an admin for one or more lists;
a cycle is the path followed by a lead within that workflow;
a phase is one step of the cycle, with a delay and an action to perform.
In a progressive pause, each new freeze can move the lead to the next phase and increase the delay before they return to the calling queue.
