Hi Everyone,
I'm looking for insights from anyone who has worked with Genesys Cloud Outbound Campaigns, retries, callbacks, and contact callability.
Historically, our source system (Salesforce) created contacts where the same physical phone number existed in both the Phone and Mobile fields:
Phone = 5551234567
Mobile = 5551234567
This could result in the same customer receiving multiple call attempts against the same number. We have already implemented a Salesforce-side fix to reduce these scenarios during lead intake, but duplicate numbers can still appear later because of manual updates etc.
As a backup safeguard in Genesys, we implemented logic that checks for duplicate numbers and marks Phone as Uncallable while leaving Mobile as Callable:
Phone -> Uncallable
Mobile -> Callable
The expectation is that the campaign should continue using Mobile for retries, reattempts, callbacks, and normal dialing behavior while preventing duplicate calls to the same physical number.
However, during testing, we observed cases where:
Phone = Mobile
↓
Phone marked Uncallable
↓
Mobile remains Callable
↓
Call attempt occurs
↓
Retry/Callback expected
↓
No further dialing occurs
This was unexpected because Mobile should still be available as a callable destination.
One theory we're exploring is whether Genesys tracks callability at the phone-number level rather than the field level. In other words, if both fields reference the same underlying number:
Phone = 5551234567
Mobile = 5551234567
could marking the Phone occurrence as Uncallable indirectly affect the Mobile occurrence because the underlying value is identical?
Has anyone implemented a similar duplicate-number prevention approach?
A few questions for the community:
- Does Genesys track callability at the contact-field level, phone-number level, or both?
- If the same number exists in multiple contact columns, can marking one occurrence Uncallable affect the other?
- Has anyone successfully used this approach while retaining normal retry and callback behavior?
- Are there any recommended best practices for handling duplicate phone numbers in outbound campaigns?
Would love to hear if anyone has encountered something similar or can share insights into how Genesys evaluates callability behind the scenes.
Thanks in advance!
#Architect#Archy#CXasCode#DataActions#EmbeddableFramework#Integrations#MobileMessenger#PlatformAPI#PlatformCLI#PlatformSDK#Scripts#Triggers#Uncategorized#WebMessaging------------------------------
Sai Suravajhala
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