Genesys Cloud - Main

Dear Team,

In a Preview campaign, when is the Pre-Call Rule initiated?

Is it triggered when the dialer presents the contact to the agent, or is it triggered only when the agent clicks the phone number and initiates the call to the customer?

Can anyone please provide some guidance on this?

Hi Muhammed,

From my understanding, Pre-Call Rules with Do Not Call (DNC) actions are evaluated at two stages in a Preview campaign:

1. Before the preview interaction is routed to the agent, preventing contacts that shouldn't be dialed from being presented.
2. Immediately before the call is placed, when the agent clicks Begin Call (or when the Preview Timer automatically places the call).

This ensures the DNC rules are enforced both before the preview is shown and again before the outbound call is initiated.

For other Pre-Call Rules, they are evaluated immediately before the call is placed.

Hope this helps!

Reference: https://help.genesys.cloud/articles/pre-call-rules/