Genesys Cloud - Main

Dear Community,

Is there any option in Genesys Cloud to edit or update the contact number that is displayed to the agent in Outbound Preview Dialing before the agent initiates the call to the customer?

Our requirement is to allow the agent to modify the displayed contact number (if required) before dialing, without updating the contact list manually.

Please find the attached screenshot for your reference.

Looking forward to your confirmation and any recommendations or alternative approaches.

#Outbound

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Muhammed Shaibant
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Hi Muhammed

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As far as I know, it's not possible, because the numbers appearing there are the ones that were loaded into the contact list.

There is an option to edit the number via the script, but it will not take effect for the active interaction—that is, for the current agent.
It will update the phone number so that the new number works for the next agent, but not for the current interaction.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Hello Muhammed, 

I have removed the screen shot as it contained PII. 

If I am understanding you correctly, yes, there are a couple of ways to allow agents to update the phone number before placing an Outbound Preview call. The best option depends on how much customization you're looking for.

Option 1: Use the Default Outbound Script (Simplest)

If you don't need a highly customized agent experience, the easiest option is to use the Default Outbound Script for your campaign.

When you select Default Outbound Script in the campaign's Agent Script field, Genesys Cloud automatically generates a contact list form based on your campaign's contact list.

With this:

• Agents can edit the contact list fields, including phone number fields, before clicking Begin Call.
• Any updates the agent makes are automatically written back to the contact list.
• No custom script development is required.

This is a good option if you simply want agents to be able to correct or update contact information before dialing.

Option 2: Create a Custom Outbound Script (Most Flexible)

If you need more control over the agent experience, you can build a custom script in Script Designer.

To do this:

• Open Script Properties and enable the Outbound setting.
• Associate the appropriate contact list with the script.
• Add either a Contact List Form component or individual text fields bound to your contact list columns (including the phone number field).
• Configure the phone number field to be editable.

With a custom script, you can choose exactly which fields agents can modify while keeping others read-only. You can also add your own validation, formatting, or business logic to guide the agent during the interaction.

As with the default script, any updates the agent makes are automatically saved back to the contact list.

If your goal is simply to let agents correct or update phone numbers before placing a Preview call, option 1 is usually the quickest and easiest solution.

If you need additional control over the layout, editable fields, or validation logic, then option 2. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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Hi @Muhammed Shaibant, 

In Genesys Cloud Outbound Preview Dialing, the contact information displayed to the agent is retrieved directly from the Outbound Contact List. By default, the phone number field shown in the preview screen is read-only and cannot be edited by the agent before initiating the call.

Currently, there is no native Genesys Cloud feature or permission that allows agents to modify the displayed contact number in the Preview Dialing window before placing the call.