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  • 1.  Outbound Campaign - Wrap call if no dial attempt required

    Posted 11-16-2025 21:27

    Hi all, 

    I am currently in the process of setting up my first outbound campaign (preview mode) and have a few questions. 

    The agents will be presented with a call and will copy/paste member number into our CRM to review before dialing. 

    It's possible that the agent will identify through looking at the CRM that an outbound call is not required - this might be various reasons (member has spoken to us recently, joint owner has called, etc). 

    If the agent identifies that no call is required - how can they wrap the record so that a call is not placed to the member and the contact is appropriately removed from the list (I am using Wrap Code Mappings). 

    Many thanks in advance, 

    Isabella

    #Outbound

    #OutboundCalling

    #OutboundCampaign


    #Uncategorized

    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    Beyond Bank Australia
    ------------------------------


  • 2.  RE: Outbound Campaign - Wrap call if no dial attempt required

    Posted 11-17-2025 01:01

    Hi,

    We suggest you to try creating a wrap up code "NO_CALL_NEEDED" and try to map it with the action 'Contact Uncallable". This classification persists across multiple runs of a campaign and across campaigns using the same contact list. This way you can make sure contact is not called.

    You can read more about it here Wrap Code Mapping



    ------------------------------
    Parthiban Thangarajan
    Principal Full Stack Developer
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  • 3.  RE: Outbound Campaign - Wrap call if no dial attempt required

    Posted 11-17-2025 23:34

    Thank you Parthiban, 

    I have got this setup, but how can the agent select a wrap code without dialing the call?

    My agents aren't able to access the wrap up panel without having dialed - is this a setting I can change?

    Thanks very much,



    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    Beyond Bank Australia
    ------------------------------

    Original Message


  • 4.  RE: Outbound Campaign - Wrap call if no dial attempt required

    Posted 11-21-2025 11:33

    Hi Isabella

    We looked into this when we switched to Genesys from our old Avaya POM. On POM agents could select a wrap-up code when skipping for various reasons.

    The only option i found at that time was to create a script which had the wrap-up codes and using a data action to apply that to the interaction 



    ------------------------------
    Jasper Donovan
    na
    ------------------------------



  • 5.  RE: Outbound Campaign - Wrap call if no dial attempt required

    Posted 11-23-2025 22:20

    Thank you Jasper, that's a big help!

    I've been thinking a script with a data action is the best way forward too. 

    I don't suppose you're comfortable to please share which Genesys API you're calling? I'm going to try and test today with /api/v2/conversations/calls/{conversationId}/participants/{participantId}/communications/{communicationId}/wrapup to see if I can get something working. 

    Thanks again for your reply!



    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    Beyond Bank Australia
    ------------------------------

    Original Message


  • 6.  RE: Outbound Campaign - Wrap call if no dial attempt required

    Posted 11-24-2025 02:57
      |   view attached

    Good to hear. you need to use 

    /api/v2/conversations/${input.conversationId}/participants/${input.participantId}.

     I have also attached an export of our basic data action



    ------------------------------
    Jasper Donovan

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    Original Message


  • 7.  RE: Outbound Campaign - Wrap call if no dial attempt required

    Posted 11-25-2025 01:17

    Thank you Jasper, that's a big help and very generous to share the Data Action export!

    I will get testing and fingers crossed this is the answer for me too :D

    Best,



    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    Beyond Bank Australia
    ------------------------------

    Original Message


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