Genesys Cloud - Main

Hi Team

In Agentless IVR Campaign, if customer did not key in any input in the IVR and disconnected the call, then this call should be attempted again & IVR flow needs to played to Customer. 

Hello Mohammed,

Are you seeing any issues with this in your organization? If we could get some more details of what is working and what is not working, the Community may be able to help.

Hi Jason

Yes, in Outbound flow, in case of no input from customer, i can set wrap-up code (e.g) "CustomerNoInput".

but need to understand, how to retry the contact after 30 mins (in fact, till customer provides the input).

Please share the possible options.

Hi Mohammed,

This Community thread might be helpful, as it discusses using Call Rule Sets with the Wrap-up category and the Schedule Callback action:

https://community.genesys.com/discussion/preview-campaign-retry-attempts

Although it's for a slightly different use case, it may be worth exploring whether the same approach could be applied by setting a dedicated wrap-up code (for example, CustomerNoInput) in your Outbound Call Flow and then using a Call Rule Set to schedule another attempt after 30 minutes.

I'm not sure whether this works specifically for the No Input scenario in an Agentless IVR campaign, but it may point you in the right direction. Hopefully someone who's implemented this exact use case can also share their experience.