Genesys Cloud - Main

Dear Team,

This requirement is related to the Outbound Preview Campaign.


For example, I am calling Customer X, and Customer X has three contact numbers (Phone 1, Phone2 and Phone 3) in the system. The first number is 055-555-6565, and the agent tries this number. If the customer informs the agent that it is a wrong number, can Genesys automatically schedule a callback to Phone 2 or Phone 3?

I tried using Rule Management. I created a rule with the following configuration:

• Category: Wrap-up

• Condition: Wrap-up Code = Wrong Number

• Action: Schedule Callback

However, there is no option to select Phone 2 or Phone 3 for the callback.

Is there any other way to fulfill this requirement automatically, without requiring any manual action from the agent?

#Outbound

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Muhammed Shaibant
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Hi,

As far as I know, this isn't supported natively.

When a callback is scheduled through Rule Management, Genesys doesn't provide an option to automatically select an alternate phone field (such as Phone 2 or Phone 3). The callback is associated with the applicable phone number based on the campaign rules, and there isn't a native option to redirect it to another phone field automatically.

One alternative is to use the "Mark Number as Uncallable" action when the wrap-up code is "Wrong Number". This marks only the current number as uncallable, allowing the campaign to move to the next available phone number on a future dialing attempt. However, this does not create an immediate callback for the alternate number.

Another option is for the agent to ask the customer for the correct phone number and manually schedule a callback to that number. At the moment, this is the only native way to ensure the callback is created for the correct number.

Keep in mind that if the correct number is already stored as Phone 2 (or another phone field) in the contact list, the campaign may still attempt to dial that number later according to its dialing strategy, since manually scheduling a callback does not automatically update the contact record or remove that number from future attempts.

You can find more information here:

Callbacks in Campaigns
https://help.genesys.cloud/articles/callbacks-in-campaigns/

Configure Rule Actions
https://help.genesys.cloud/articles/configure-rule-actions/

If this capability would be valuable for your use case, I'd also recommend submitting an Idea through the Ideas Portal. I think the ability to automatically schedule a callback to an alternate phone field based on a wrap-up code would be a useful enhancement for Outbound Campaign Management.

Hopefully this helps!

Dear Raphael & Team,

While researching this requirement, I came across a possible approach. However, I'm not sure whether it is feasible, so I'd like to share my thoughts for your review.

My understanding is that we could use a Trigger and Workflow. The Trigger can listen for the call disconnect event or the wrap-up event. Based on the wrap-up code (for example, "Wrong Number"), it can invoke a Workflow.

Within the Workflow, we can call an external API to retrieve the customer's additional contact details. Once we receive the customer's alternate phone numbers (Phone 2 and Phone 3) from external database.',we could invoke the Genesys API to schedule callbacks to those numbers.

I'm not sure whether this approach is technically achievable, but I wanted to share it for discussion.

Additionally, is there any Genesys API available that can directly retrieve only a customer's alternate contact numbers only (Phone 2 and Phone 3) from the calling list ? If such an API is available, we may not need to use an external API where the customer contact details are currently stored.

Kindly review this approach and let me know whether it is feasible.

Thank you.

Hi Muhammed,

I think your approach is worth testing, mainly because the Trigger + Workflow part should work fine.

For example, when the agent selects a wrap-up such as "Wrong Number", the trigger can invoke a workflow. From there, I would test the API part in this order:

1. Use the conversation details API to identify the outbound data related to the interaction, such as conversationId, campaignId, contactListId and contactId.

2. Use the Outbound Contact List API to retrieve the contact record:

GET /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId}

This should allow you to read the contact fields, including alternate phone columns such as Phone 2 or Phone 3, if they are stored in the contact list.

3. If the correct alternate number is found, I would validate whether it is possible to update the contact record or use that number when creating/updating the callback.

The point I would be careful with is the callback behavior itself. We would need to test whether the callback API creates a callback that remains linked to the outbound campaign/contact, or if it creates a standard callback conversation.

So, in my opinion, the best test would be:

Agent selects "Wrong Number"
Trigger invokes the Workflow
Workflow retrieves the contact from the Contact List
Workflow identifies Phone 2 or Phone 3
Workflow creates or updates the callback using that alternate number
Validate if the campaign dials the alternate number correctly

I haven't tested this exact scenario yet, but this is the path I would follow for a proof of concept. If it works, it would be a very useful automation pattern for outbound preview campaigns.