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  • 1.  Add (and dial) number while on preview call

    Posted 09-15-2025 08:29

    Hello all :-) 

    We have a preview campaign that shows 6 numbers to the agent.  This is a tracing campaign for collections.   The 6 numbers are called with an aim to find the correct number of the past-due customer in question.

    When the agent finds a lead (for example contacts a former employer who gives the new workplace number), the agent enters this via the Agent Script and the new number is saved in position 7 on the campaign calling list

    BUT

    We cannot find a way for the agent to go ahead and immediately be able to dial that number like they were able to the other 6 which arrived in the preview campaign

    We require this so that the call is associated with the past-due account in question, and also that specific agent who had done all the tracing leg work.

    Happy to supply some extra details if needed... any suggestions? :-) 


    #Outbound

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    Alex Whyatt
    Scrum Master
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  • 2.  RE: Add (and dial) number while on preview call
    Best Answer

    Posted 09-15-2025 11:29

    Could you create a scheduled callback for the new number, this should get sent back to the agent and then would still be part of the same contact?

    Callbacks in campaigns

    Maybe others in the community can give more insight into how they have resolved this issue.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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