Before placing calls using a Preview or Predictive campaign we check to see if the zip code in the contact list meets a condition.  If it does, we update a contact list column with a value along with a do not dial action.  We do this to give our admin an easy way to see how many times we have "attempted" a specific contact using a wrap-up rule with an inverted condition that checks for that value.  This is now not working because the update contact list column isn't being updated with the value.  Why would this be?

Hey Daniel, thank you for your question! I'm sorry you're experiencing these issues-I'm here to help! It seems like your contact list column update isn't working as expected before making calls in your Preview or Predictive campaign. Here are a few key troubleshooting steps to consider:

1. Check Permissions: Ensure the user or process attempting to update the contact list has permission to use the "Outbound Contact List Modify" option. You can verify this under Admin > People & Permissions > Roles & Permissions.

2. Verify Update Timing: If the update occurs after the call is placed or after the Do Not Dial (DND) action is applied, it may not register in time. Try reordering the steps so the contact list update happens before dialing begins.

3. Force a Contact List Refresh: Genesys Cloud may cache contact list data for active campaigns, preventing updates from immediately reflecting. You can manually refresh the contact list by pausing and resuming the campaign or using the API: POST /api/v2/outbound/contactlists/{contactListId}/refresh

Try these first-if the issue persists, let me know, and we can dive deeper!

Before placing calls using a Preview or Predictive campaign we check to see if the zip code in the contact list meets a condition.  If it does, we update a contact list column with a value along with a do not dial action.  We do this to give our admin an easy way to see how many times we have "attempted" a specific contact using a wrap-up rule with an inverted condition that checks for that value.  This is now not working because the update contact list column isn't being updated with the value.  Why would this be?

Original Message:
Sent: 2/11/2025 9:46:00 AM
From: Julie Kim
Subject: RE: Pre-call Call Rule Not Updating Contact List Column

Hey Daniel, thank you for your question! I'm sorry you're experiencing these issues-I'm here to help! It seems like your contact list column update isn't working as expected before making calls in your Preview or Predictive campaign. Here are a few key troubleshooting steps to consider:

1. Check Permissions: Ensure the user or process attempting to update the contact list has permission to use the "Outbound Contact List Modify" option. You can verify this under Admin > People & Permissions > Roles & Permissions.

2. Verify Update Timing: If the update occurs after the call is placed or after the Do Not Dial (DND) action is applied, it may not register in time. Try reordering the steps so the contact list update happens before dialing begins.

3. Force a Contact List Refresh: Genesys Cloud may cache contact list data for active campaigns, preventing updates from immediately reflecting. You can manually refresh the contact list by pausing and resuming the campaign or using the API: POST /api/v2/outbound/contactlists/{contactListId}/refresh

Try these first-if the issue persists, let me know, and we can dive deeper!

------------------------------
Julie Kim
Principal Solution Consultant

Original Message:
Sent: 02-10-2025 15:49
From: Daniel White
Subject: Pre-call Call Rule Not Updating Contact List Column

Before placing calls using a Preview or Predictive campaign we check to see if the zip code in the contact list meets a condition.  If it does, we update a contact list column with a value along with a do not dial action.  We do this to give our admin an easy way to see how many times we have "attempted" a specific contact using a wrap-up rule with an inverted condition that checks for that value.  This is now not working because the update contact list column isn't being updated with the value.  Why would this be?

#Outbound

------------------------------
Daniel White
Sr. Software Engineer
------------------------------

Thank you for the extra context, Daniel. This is very helpful! I apologize for misunderstanding your initial inquiry.

It appears that the issue is not solely about permissions or timing-the "Update Contact Column" action is being bypassed when the "Do Not Dial" action is applied. This indicates a problem with the execution order of rules, where the Do Not Dial action is obstructing the update of the contact list. Genesys processes rule actions sequentially, and once a contact is designated as Do Not Dial, it may block further changes, including updates to the contact list column.

Here are some suggestions:

1. Separate the Actions:
   - Move the Update Contact Column action above the Do Not Dial action. This ensures the contact list update executes before the system marks the contact as Do Not Dial.
   
   
2. Test with "Mark Number as Uncallable" Instead of Do Not Dial:
   - You noted that changing Do Not Dial to Mark Number as Uncallable allows the update to work. This suggests that Do Not Dial is immediately terminating further rule execution. If feasible, use Mark Number as Uncallable instead of Do Not Dial.
   
   
3. Use a Two-Step Rule Approach:
   - Step 1: Create a separate Pre-Call Rule that updates the contact list column when the ZIP code condition is met.
   - Step 2: A second rule applies the Do Not Dial action, ensuring the contact update occurs first.
   

To reiterate, Genesys executes actions in the order they appear in the rule. If a contact is marked Do Not Dial, it may prevent subsequent updates to the contact record. Marking the number as Uncallable might allow updates, whereas Do Not Dial immediately stops further processing. 

Try these adjustments and let me know if it resolves the issue! Hope this helps.

------------------------------
Julie Kim
Principal Solution Consultant
------------------------------

Original Message:
Sent: 02-11-2025 13:53
From: Daniel White
Subject: Pre-call Call Rule Not Updating Contact List Column

Original Message:
Sent: 2/11/2025 9:46:00 AM
From: Julie Kim
Subject: RE: Pre-call Call Rule Not Updating Contact List Column

Hey Daniel, thank you for your question! I'm sorry you're experiencing these issues-I'm here to help! It seems like your contact list column update isn't working as expected before making calls in your Preview or Predictive campaign. Here are a few key troubleshooting steps to consider:

1. Check Permissions: Ensure the user or process attempting to update the contact list has permission to use the "Outbound Contact List Modify" option. You can verify this under Admin > People & Permissions > Roles & Permissions.

2. Verify Update Timing: If the update occurs after the call is placed or after the Do Not Dial (DND) action is applied, it may not register in time. Try reordering the steps so the contact list update happens before dialing begins.

3. Force a Contact List Refresh: Genesys Cloud may cache contact list data for active campaigns, preventing updates from immediately reflecting. You can manually refresh the contact list by pausing and resuming the campaign or using the API: POST /api/v2/outbound/contactlists/{contactListId}/refresh

Try these first-if the issue persists, let me know, and we can dive deeper!

------------------------------
Julie Kim
Principal Solution Consultant

Original Message:
Sent: 02-10-2025 15:49
From: Daniel White
Subject: Pre-call Call Rule Not Updating Contact List Column

Before placing calls using a Preview or Predictive campaign we check to see if the zip code in the contact list meets a condition.  If it does, we update a contact list column with a value along with a do not dial action.  We do this to give our admin an easy way to see how many times we have "attempted" a specific contact using a wrap-up rule with an inverted condition that checks for that value.  This is now not working because the update contact list column isn't being updated with the value.  Why would this be?

#Outbound

------------------------------
Daniel White
Sr. Software Engineer
------------------------------

Before placing calls using a Preview or Predictive campaign we check to see if the zip code in the contact list meets a condition.  If it does, we update a contact list column with a value along with a do not dial action.  We do this to give our admin an easy way to see how many times we have "attempted" a specific contact using a wrap-up rule with an inverted condition that checks for that value.  This is now not working because the update contact list column isn't being updated with the value.  Why would this be?

Hey Daniel

If i remember correctly, I experienced the same issue, It seems like if you put the action Do Not Dial in the same rule that also update the Contact List

The system doesn't execute the update action but only the Do Not Dial Action.

So, If i remember correctly, I was able to solve it in one of these options:

1. Instead of putting both actions in the same Rule, you can create two Rules, both Rules with the same condition, and the 1st Rule update Contact List, and the 2nd Rule do the Do Not Dial Action
2. Instead of putting both actions in the same Rule Set, create two Rule Sets, 1st named Update, and will update the Contact List if Condition is met, and the 2nd Rule Set named Action, and it will do the Do Not Dial Action if the same condition met, then go to the Campaign, and put both Rule Sets in the Campaign, when the Update  Rule Sets is first (from left to right)

I remember that one of these options worked for me.

please noticed the difference between Rule and Rule Set.

Best regards,

Before placing calls using a Preview or Predictive campaign we check to see if the zip code in the contact list meets a condition.  If it does, we update a contact list column with a value along with a do not dial action.  We do this to give our admin an easy way to see how many times we have "attempted" a specific contact using a wrap-up rule with an inverted condition that checks for that value.  This is now not working because the update contact list column isn't being updated with the value.  Why would this be?

Hey Daniel

If i remember correctly, I experienced the same issue, It seems like if you put the action Do Not Dial in the same rule that also update the Contact List

The system doesn't execute the update action but only the Do Not Dial Action.

So, If i remember correctly, I was able to solve it in one of these options:

1. Instead of putting both actions in the same Rule, you can create two Rules, both Rules with the same condition, and the 1st Rule update Contact List, and the 2nd Rule do the Do Not Dial Action
2. Instead of putting both actions in the same Rule Set, create two Rule Sets, 1st named Update, and will update the Contact List if Condition is met, and the 2nd Rule Set named Action, and it will do the Do Not Dial Action if the same condition met, then go to the Campaign, and put both Rule Sets in the Campaign, when the Update  Rule Sets is first (from left to right)

I remember that one of these options worked for me.

please noticed the difference between Rule and Rule Set.

Best regards,

Before placing calls using a Preview or Predictive campaign we check to see if the zip code in the contact list meets a condition.  If it does, we update a contact list column with a value along with a do not dial action.  We do this to give our admin an easy way to see how many times we have "attempted" a specific contact using a wrap-up rule with an inverted condition that checks for that value.  This is now not working because the update contact list column isn't being updated with the value.  Why would this be?