Genesys Cloud - Main

Hello,

We are using Genesys cloud Preview Outbound campaign, for each contact we have 2 phone numbers, phone number1 and phone number2.

We have a use case where a contact unique id: 1234 has two phone numbers, phone number1 and phone number2. If phone number 1 is not reached, then the dialer should not make an attempt to call the phone number1 before 60 minutes, even though we receive new contact list with same contact unique id: 1234 in next 30 minutes. The same applies for Phone number2 as well.

We used call rule set pre-call category with condition last attempt for phonenumber1 is later than 1 hr, then action make number as uncallable. But with this rule the whole contact is not called. We need to make sure phone number2 is not affected with this rule.

Can anyone suggest is there a way in Genesys Cloud to write a rule to take action only on phone number1 ?

#Outbound

------------------------------
Rajath
------------------------------

Hi Rajath,

Great question.  Hopefully someone in the community can help answer this.  

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

To control timing on No Answer condition (or Busy or Machine), are you using the Attempt Control settings to schedule the call to Phonenumber1 after the appropriate time?  This should prevent further calls to the same number before the scheduled callback time expires.

You mentioned additional records being added, with the same unique id.  If you use the Unique Id setting(perhaps an account number field) when loading the list, this should prevent another record with the same account number from being entered into the list.  That is the definition of the Unique Identifier field, to prevent duplicate records.  Your goal should be to never have 2 records with the same data in the list.

Depending on your data set, if an individual has 2 accounts, then there is no way to ensure uniqueness between phone numbers across the 2 records.  If this is the case, you may have to get creative with tracking total attempts in a counter field and/or using a local DNC with rules that provide short term limits on dialing a specific number, then when the total attempt limit has been reached, setting that number as a long term DNC. All this could happen in a collection of rules, with 1 additional Attempts field in the contact list.

------------------------------
Paul Reininger
Contact Center Support Engineer
------------------------------

As per documentation https://help.mypurecloud.com/articles/configure-attempt-limits-entry/, Recall Controls are not available for preview campaigns.
Yes, we use unique id field to prevent duplicate records.
We have new feed every hour by another application, so when there is a new feed, we initiate the new call.
The question here is Call rule set for pre call, Action Mark Number as Uncallable is not working as expected but it is making the entire contact as uncallable.

------------------------------
Rajath Kumar
------------------------------

Original Message:
Sent: 08-05-2025 09:08
From: Paul Reininger
Subject: Outbound Preview campaign's contact with two phone numbers

To control timing on No Answer condition (or Busy or Machine), are you using the Attempt Control settings to schedule the call to Phonenumber1 after the appropriate time?  This should prevent further calls to the same number before the scheduled callback time expires.

You mentioned additional records being added, with the same unique id.  If you use the Unique Id setting(perhaps an account number field) when loading the list, this should prevent another record with the same account number from being entered into the list.  That is the definition of the Unique Identifier field, to prevent duplicate records.  Your goal should be to never have 2 records with the same data in the list.

Depending on your data set, if an individual has 2 accounts, then there is no way to ensure uniqueness between phone numbers across the 2 records.  If this is the case, you may have to get creative with tracking total attempts in a counter field and/or using a local DNC with rules that provide short term limits on dialing a specific number, then when the total attempt limit has been reached, setting that number as a long term DNC. All this could happen in a collection of rules, with 1 additional Attempts field in the contact list.

------------------------------
Paul Reininger
Contact Center Support Engineer
------------------------------

If you are not getting proper behavior from 'Mark Number as Uncallable' in the rule Actions, then you need to open a support case with Genesys.

There should be a difference in behavior between:  'Mark Number as Uncallable' and 'Mark Contact as Uncallable'.

------------------------------
Paul Reininger
Contact Center Support Engineer
------------------------------

Original Message:
Sent: 08-05-2025 10:24
From: Rajath Kumar B R
Subject: Outbound Preview campaign's contact with two phone numbers

As per documentation https://help.mypurecloud.com/articles/configure-attempt-limits-entry/, Recall Controls are not available for preview campaigns.
Yes, we use unique id field to prevent duplicate records.
We have new feed every hour by another application, so when there is a new feed, we initiate the new call.
The question here is Call rule set for pre call, Action Mark Number as Uncallable is not working as expected but it is making the entire contact as uncallable.

------------------------------
Rajath Kumar
------------------------------


Original Message:
Sent: 08-05-2025 09:08
From: Paul Reininger
Subject: Outbound Preview campaign's contact with two phone numbers

To control timing on No Answer condition (or Busy or Machine), are you using the Attempt Control settings to schedule the call to Phonenumber1 after the appropriate time?  This should prevent further calls to the same number before the scheduled callback time expires.

You mentioned additional records being added, with the same unique id.  If you use the Unique Id setting(perhaps an account number field) when loading the list, this should prevent another record with the same account number from being entered into the list.  That is the definition of the Unique Identifier field, to prevent duplicate records.  Your goal should be to never have 2 records with the same data in the list.

Depending on your data set, if an individual has 2 accounts, then there is no way to ensure uniqueness between phone numbers across the 2 records.  If this is the case, you may have to get creative with tracking total attempts in a counter field and/or using a local DNC with rules that provide short term limits on dialing a specific number, then when the total attempt limit has been reached, setting that number as a long term DNC. All this could happen in a collection of rules, with 1 additional Attempts field in the contact list.

------------------------------
Paul Reininger
Contact Center Support Engineer