Genesys Cloud - Main

Hi everyone. 

We utilize one outreach list with multiple phone numbers for the same lead with Mandatory, Time boxed ACW. with the rule to make contact uncallable after the agent specifices wrap-up code.  

Issue is that if the ACW timeout expires, system does not recognize "Inin-Wrap-Up-Timeout" as a wrap up that should be uncallable. Is it possible to make Inin-Wrap-Up Timeout automatic wrap-ups as uncallable? 

#Outbound

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Ismar Sarajlic
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Hello Ismar, 

I think you can do this by Navigating to Menu > Digital and Telephony > Interactions > Wrap-up codes Mappings, click on edit mappings and set the default behavior for when a wrap-up code is not assigned. Though I am not sure how effective this is as I have not seen this done before. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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@Ismar Sarajlic are you trying to use a Wrap-up Rule to set the contact uncallable?

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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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That needs to be done through System Disposition if you have not already tried it that way:

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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Original Message:
Sent: 10-06-2025 15:01
From: George Ganahl
Subject: How to make a Lead uncallable after "Inin-Wrap-Up-Timeout" wrap up code.

@Ismar Sarajlic are you trying to use a Wrap-up Rule to set the contact uncallable?

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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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