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Hello, 

I have the following information: the client wants this:

The business objective for this type of delinquency is to ensure that all call attempts are recorded under the same interaction and within the corresponding campaign, considering that the client's BP code is stored in that interaction.

Furthermore, the agent needs to be able to make multiple retry attempts to contact the different numbers associated with the client, including those obtained from external databases that are not loaded into the contact list.

Use this API for that:

/api/v2/conversations/{conversationId}/participants/{participantId}/callbacks

But I ran into this closing code that Genesis places automatically:

ININ-OUTBOUND-NO-CALLABLE-NUMBERS-SKIPPED

Genesys gives me this answer

The ININ-OUTBOUND-NO-CALLABLE-NUMBERS-SKIPPED code is part of Genesys Cloud's internal workings and cannot be removed or ignored. This code exists to prevent the system from attempting to dial numbers that have been identified as unreachable, such as invalid numbers, numbers on Do Not Call (DNC) lists, or numbers with multiple failed attempts. Currently, there is no option in the interface or via API to remove or overwrite this status within the same campaign run.

When a callback is scheduled via API for a number already marked as unreachable, Genesys Cloud does not generate a valid interaction. As a result, Salesforce CTI remains in an inconsistent state, as it expects an interaction that is never created. This causes CTI to freeze and requires a supervisor to manually close the call.

To avoid this scenario, it is essential to validate that the number is reachable before scheduling any callbacks. Callbacks should not be scheduled for numbers marked as unreachable. If it is absolutely necessary to retry a number, the contact list should be updated to restore its status to reachable, but only after you are certain that the number is valid and can be contacted.

In conclusion, when a number is identified as unreachable, it's not possible to make callbacks to that number. Attempting to do so will cause Salesforce CTI to crash and operational problems due to the desynchronization between Genesys Cloud and Salesforce.
This is why the issue is intermittent, because some numbers are callable and others are not. For callable numbers, the callback in the script can be used; for unreachable numbers, it won't be possible.

The client wants to make multiple calls even if the preview attempts run out. If they have another number from a CRM, they want to be able to call and save the record within the same campaign. Has anyone encountered this?