Genesys Cloud - Main

Regarding configuration of an outbound campaign with automatic dialing (all except preview). It’s required the parameter No-answer Timeout, which “determines how long a call in a ringing state (neither connected or answered) will stay active before the system automatically disconnects it.”.

Can you tell me what happens when the system disconnects the call? Will it automatically assign a wrap-up code? Will the system try to recall that number?

Thank you.

Regards,

Ana Laia

If you export the contact list, you'll see a wrap-up "ININ-OUTBOUND-NO-ANSWER" in the column CallRecordLastResult.

When the campaign is restarted or reclycled, it'll call again this contact,

Hi Erison,

Thank you for your answer.

Can you tell me if it is possible to create a "call rule" for this situation? In order to recall the contact.

For instance, can I configure a rule with "Wrap-up" as a Category, a condition like "CallRecordLastResult" is "ININ-OUTBOUND-NO-ANSWER" and an Action as "Schedule Callback"?

Thank you in advance.

Regards

In the Outbound Dialing -> List Management -> Attempt Controls

There are some optional settings where it'll allow you to recall after X minutes if the wrap-up is no-answer / busy / answering machine.

Hope this is what you are looking for.

So, just to clarify, the wrap-up "ININ-OUTBOUND-NO-ANSWER" corresponds to wrap-up "no-answer"? (the call wasn't answer by the client or the agent?)

Thank you

Ana,

Yes that is correct that the "ININ-OUTBOUND-NO-ANSWER" corresponds to a no answer wrap up. That means the client didn't answer and it was never routed to an agent.