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  • 1.  Preview Campaign - Retry attempts

    Posted 02-05-2026 04:56
    No replies, thread closed.

    Morning all,

    I'm in the process of building a preview campaign, and noticed an article where recall attempts are not applicable, and I'm exploring ways to generate reattempts based on the No Answers, Busys, Answer Machines etc.

    The requestor has specified that over a 28 day period, they want no more than 9 attempts, and I'd be interested to know how people are approaching similar situations, specifically the below:

    - How are you generating retries on a preview campaign without the recall options?

    - If you're able to apply retries, does the attempt limit still apply per contact, per number?

    - If not, how are you able to limit the attempts over the life cycle of the record?

    Any advice in general on managing in a preview campaign to allow for retries would be welcome, 

    Thanks in advance,


    #Outbound

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    Adam Smith
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  • 2.  RE: Preview Campaign - Retry attempts
    Best Answer

    Posted 02-05-2026 09:39
    No replies, thread closed.
    Hi Adam,
     
    One option would be to create "Call Rule Sets" with the "Wrap-up" category.
     
    Add codes to the queue, for example, Busy, No answer, Answering machine...etc.
     
    In the Call Rule, in the Actions, you can add the type "Schedule callback" and set how long you want the record to return. 
    Obviously, this won't be able to meet 100% of your business needs, but i believe can be help.

    Preview campaigns work best when:

    • Agents need control over dialing

    • Retry logic is business-driven, not dialer-driven

    • Attempt governance is handled in data and processes, not campaign settings

    If strict compliance with attempt limits over time is required, Preview can absolutely work - it just requires more data orchestration outside the campaign or Genesys itself, working more manually with records (daily import, etc.)



    ------------------------------
    Kaio Oliveira
    Sr Systems Analyst
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
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