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Do Call Rules always apply to Outbound Campaign calls if they go to answering machine?

  • 1.  Do Call Rules always apply to Outbound Campaign calls if they go to answering machine?

    Posted 07-31-2024 10:41

    Been getting report of issue where contacts have been repeatedly call back again after their outbound calls reached a contacts answering machine. There a rule set where in the wrap up code phase it would add the contact to the DNC list.

    It looks like this is not happening even thou the DNC list and rules are correct for the campaign. I notice this campaign had a attempt control set for it but it doesn't have anything configured for answering machine and shouldn't be an issue if the contact was added to the DNC list successfully. Would something prevent the wrap up rule to not be applied to a call going to a answering machine? The outbound flow and trigger are working fine and I don't see anything there that would prevent the rules from being applied.


    #Outbound


  • 2.  RE: Do Call Rules always apply to Outbound Campaign calls if they go to answering machine?
    Best Answer

    GENESYS
    Posted 07-31-2024 16:16

    Hello Jason, 

    If everything is checking out but the behavior is not what you expected, I would open a case with Care as they would have the tools to track down an interaction that's exhibiting this behavior. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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