Genesys Casual

Hello All,

• All phone numbers associated with a contact are called in sequence,
• Regardless of the outcome of each call (e.g., answered, machine detected, not answered, busy, successful, etc.).

• The first number is dialed.
• If a call is NOT placed to a number, for example if the first number didn't pick up the phone, the campaign does not proceed to the next number.
• If any number has No_Answer or Busy wrap-up code in a contact, the system should dial these numbers 30 minutes later. But in our scenario, if the first number has No_Answer or Busy wrap-up code, based on the Attempts Rule the system try to call this number 30 minutes later as a callback, and the system keeps voice and callback in the same interactionID, so the system does not dial the second number until the first number has been answered.

• The system should attempt all available numbers for each contact (e.g., phoneNumber1, phoneNumber2, phoneNumber3, etc.), one by one, regardless of the result of any individual attempt.

1. Is this sequential dialing behavior (independent of outcome) supported in Agentless Campaigns?
2. If so, how should the contact list or campaign be configured to enable this?
3. If not supported, is there a recommended workaround (e.g., preprocessing contact list, custom data actions, or multiple passes)

#General

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Muharrem Mert Güngör
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This question belongs in either Genesys Cloud - Main or Genesys Cloud - Developer community in order to get the best exposure...

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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Hi @Muharrem Mert Güngör,

Firstly, I liked the tidiness of your question & how informative & to the point it is !

Unfortunately, Genesys Cloud Agentless Campaigns do not natively support dialling multiple phone numbers for a single contact in strict sequence regardless of call outcome. The system typically adheres to the Attempts Rules, which means if a number gets a "No Answer" or "Busy" wrap-up code, it schedules a retry rather than moving on to the next number immediately.
So in your case, if phoneNumber1 doesn't connect, the system waits for the retry window before even considering phoneNumber2, which is why you're seeing that delay.

I haven't tested it, however you can Pre-process the Contact List

• Flatten the contact list so each phone number becomes a separate contact row.

• Use a unique ContactID for each row but include a shared identifier (like CustomerID) to track grouping.

• This way, each number is treated independently and dialled without waiting for the previous one's retry.
  
  

OR use Custom Data-Actions + Architect Flow

• Use Architect to build a custom outbound flow that checks for multiple numbers and dials them in sequence (i.e configure logic to dial the next number if the first one fails)

• Use Data Actions to fetch contact info and control logic. but this requires advanced setup and may not be fully agentless.
  
  

helpful link: create-agentless-campaign/
Thanks

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Ashiesh Sharma
GCX- GCP, ARC, SCR, QM
BT plc
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I know it is too late for the solution but you can achieve this by setting Attempt Controls only as below :
Reset Period = never
Max Attempts Per Contact = 3
Max Attempts Per Number = 1

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AshaKiran Reddy G
TECHNICAL SOLUTION CONS
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