Genesys Cloud - Main

Hi All, 

I've been trying to figure out how I am going to get our customer's expectations for our Outbound dialing strategies. 

The goal is to be able to tell the system which contact can be dialed for another attempts with correct status Codes. 

Like if a campaign just need one attempt as maximum. 
- all wrap-up codes or system dispositions that reached our customer's caller ID, will increment the Attempt by 1 and status code in the phone column as "A" (max Attempt) and contact will be false (uncallable)
- except for specific wrap-up codes or custom wrap-up codes like "wrong number", "remove from the list "or the "right party contact" will give the status of "U" (uncallable) and contact will be false.

if Maximum of 2 Attempts. 
- all wrap-up codes or system dispositions that reached our customer's caller ID, will increment the Attempt by 1 and status code in the phone column as "C" (Callable) and contact will be true (callable), so it can still be dialed for the next attempt.
- on the 2nd Attempt, all wrap-up codes or system dispositions that reached our customer's caller ID, will get 2 Attempts and status code in the phone column as "A" (max Attempt) and contact will be false (uncallable)
- except for specific wrap-up codes or custom wrap-up codes like "wrong number", "remove from the list "or the "right party contact" will give the status of "U" (uncallable) and contact will be false.

same as for Campaigns with Max attempts of 3 and 4, just adding another attempt. 

Using Wrap up Codes Rule Set for custom wrap-up codes works but when system disposition is set, it doesn't follow the rules, we are experiencing extra attempts more than we configured. 

I also added Pre-Call Rule sets to avoid extra attempts but this trigger system disposition like ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED which is not available in the Rule Set as an option and I believe this is because of the bug.

#Outbound

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Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
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Hello Rechelle, 

While I am not a master with outbound dialing I do know some common causes for the ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED this could be:

• The campaign rule references a non-existent contact list column.
• The contact's time zone falls outside the campaign's contactable time set.
• The current time is outside the allowed calling hours for that specific time zone.

As for "Using Wrap up Codes Rule Set for custom wrap-up codes works but when system disposition is set, it doesn't follow the rules, we are experiencing extra attempts more than we configured."

We currently are not able to use all of system dispositions in rules. But we do have this idea in our ideas portal. 

I would also love to see what other Community members say about this as well. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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I see it as a side-effect of recycling the campaign.  Its annoying, but when you recycle all the uncontactable recs get an updated wrapup (even tho there is no true interaction or call that occurs) to log the fact that the dialer processed the record and determined it cannot be used further.  I have also had the same issue using a Call Rule Set where the rule action=do_not_dial which skips the phone (and thus the record when you have only 1 phone field) but you get that aweful wrapup code assigned by the system.

I would prefer they deconflict the 2 wrap-up fields "CallRecordLastAttempt-<phonefield>" and "CallRecordLastAgentWrapup-<phonefield>" so that the agent's wrap is not removed when the system assigns a non-phone-call wrap at a minimal.  At optimal it may be debatable if the agent wrapup should ever be blanked-out when a recycle or recall occurs.   The two fields need to coexist.  

The only remedy i can think of is to use a filter to block the records from the campaign.  I see you have a status field so i think if you filter-out by status values, the recycle would not re-process those records.

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Roger Little
Lead Solutions Architect
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Original Message:
Sent: 02-26-2025 11:45
From: Cameron Tomlin
Subject: Outbound Rule Set

Hello Rechelle, 

While I am not a master with outbound dialing I do know some common causes for the ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED this could be:

• The campaign rule references a non-existent contact list column.
• The contact's time zone falls outside the campaign's contactable time set.
• The current time is outside the allowed calling hours for that specific time zone.

As for "Using Wrap up Codes Rule Set for custom wrap-up codes works but when system disposition is set, it doesn't follow the rules, we are experiencing extra attempts more than we configured."

We currently are not able to use all of system dispositions in rules. But we do have this idea in our ideas portal. 

I would also love to see what other Community members say about this as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Thank you Roger. 

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Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
------------------------------

Original Message:
Sent: 02-26-2025 18:07
From: Roger Little
Subject: Outbound Rule Set

I see it as a side-effect of recycling the campaign.  Its annoying, but when you recycle all the uncontactable recs get an updated wrapup (even tho there is no true interaction or call that occurs) to log the fact that the dialer processed the record and determined it cannot be used further.  I have also had the same issue using a Call Rule Set where the rule action=do_not_dial which skips the phone (and thus the record when you have only 1 phone field) but you get that aweful wrapup code assigned by the system.

I would prefer they deconflict the 2 wrap-up fields "CallRecordLastAttempt-<phonefield>" and "CallRecordLastAgentWrapup-<phonefield>" so that the agent's wrap is not removed when the system assigns a non-phone-call wrap at a minimal.  At optimal it may be debatable if the agent wrapup should ever be blanked-out when a recycle or recall occurs.   The two fields need to coexist.  

The only remedy i can think of is to use a filter to block the records from the campaign.  I see you have a status field so i think if you filter-out by status values, the recycle would not re-process those records.

------------------------------
Roger Little
Lead Solutions Architect
------------------------------


Original Message:
Sent: 02-26-2025 11:45
From: Cameron Tomlin
Subject: Outbound Rule Set

Hello Rechelle, 

While I am not a master with outbound dialing I do know some common causes for the ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED this could be:

• The campaign rule references a non-existent contact list column.
• The contact's time zone falls outside the campaign's contactable time set.
• The current time is outside the allowed calling hours for that specific time zone.

As for "Using Wrap up Codes Rule Set for custom wrap-up codes works but when system disposition is set, it doesn't follow the rules, we are experiencing extra attempts more than we configured."

We currently are not able to use all of system dispositions in rules. But we do have this idea in our ideas portal. 

I would also love to see what other Community members say about this as well. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator