Genesys Cloud - Main

Hi community, 

from the explanation is that uncompleted calls are logged with the wrap-up code ININ-OUTBOUND-CAMPAIGN-FORCED-OFF, regardless of the outcome, the fact is that there is a subsequent wrap-up code.

Actually, we are not ending the call if a customer is already talking to an agent.

Since Genesys strongly recommends using this feature with extreme caution, does this mean it doesn't terminate the interaction as such? Voice campaigns view - Genesys Cloud Resource Center

What is the difference compared to the 'Cancel an interaction' option in the Actions column in the Outbound campaign details view?

Thanks in advance

#Outbound

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ANA BELEN ALONSO VIDALES
CTI
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Hello Ana, 

Let me try to clarify force stop and cancel interactions. 

Lets start with force stop. This is a campaign level action that affects all outstanding interactions. It needs to applied manually when a campaign is paused and it marks all incomplete interactions with OUTBOUND-CAMPAIGN-FORCED-OFF wrap-up code. It ignores all wrap-up rules and mapping actions and it does not disconnect active calls where agents are still talking to customers. 

Now lets talk about cancel interaction. This is an individual interaction level action that affects only the specific interaction that is selected. This allows for more controlled management of individual calls and is part of the normal campaign operation. 

When using force stop, if there's and active conversation between an agent and customer the call is NOT terminated. The forced off warp up code is applied to calls that didn't complete, but subsequent wrap up codes can still be recorded. While reports will show that actual final wrap-ups, a contact list export will show the forced off code. 

Hope this helps. 

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Cameron
Online Community Manager/Moderator
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Hello Cameron

Thank you very much, the explanation was very helpfull!!!

BR

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ANA BELEN ALONSO VIDALES
CTI
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Original Message:
Sent: 12-03-2025 11:44
From: Cameron Tomlin
Subject: ININ-OUTBOUND-CAMPAIGN-FORCED-OFF

Hello Ana, 

Let me try to clarify force stop and cancel interactions. 

Lets start with force stop. This is a campaign level action that affects all outstanding interactions. It needs to applied manually when a campaign is paused and it marks all incomplete interactions with OUTBOUND-CAMPAIGN-FORCED-OFF wrap-up code. It ignores all wrap-up rules and mapping actions and it does not disconnect active calls where agents are still talking to customers. 

Now lets talk about cancel interaction. This is an individual interaction level action that affects only the specific interaction that is selected. This allows for more controlled management of individual calls and is part of the normal campaign operation. 

When using force stop, if there's and active conversation between an agent and customer the call is NOT terminated. The forced off warp up code is applied to calls that didn't complete, but subsequent wrap up codes can still be recorded. While reports will show that actual final wrap-ups, a contact list export will show the forced off code. 

Hope this helps. 

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Cameron
Online Community Manager/Moderator
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