Genesys Cloud - Main

Hello Team,

Is it possible to configure custom recall attempts for no-response outbound campaign calls?

For example:

First recall attempt: 2 hours after the initial attempt
Second recall attempt: 22 hours after the first recall
Third recall attempt: 3 days after the second recall(Excluding Weekend)

Best Regards,

#Outbound

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Tibin Thomas
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Hello Tibin, 

Yes, Genesys Cloud does support configurable recall attempts for outbound campaigns, including No Answer outcomes, but there are a few platform limitations that you could run into in your scenario. 

For standard recall controls, you can configure:

• Recall attempts: 1–100 attempts
• Interval between attempts: 5–480 minutes (up to 8 hours)

There are also phone type-specific recall controls that support intervals of up to 30 days, depending on your configuration.

Looking at your specific scenario:

• First recall after 2 hours: This is supported, since 120 minutes falls within the standard recall interval.
• Second recall 22 hours later: This isn't supported using standard recall controls because the maximum interval is 480 minutes (8 hours).
• Third recall 3 days later, excluding weekends: While longer intervals are possible with phone type-specific recall controls, I wasn't able to find support for excluding weekends or scheduling recalls around specific days of the week.

Another thing to keep in mind is that recall attempts must also remain within the maximum attempts per contact configured for the campaign.

You can configure these settings under:

Admin > Outbound > List Management > Attempt Controls

Based on the requirements you've outlined, I don't believe they can be implemented natively using outbound recall controls alone.

If those exact recall intervals and weekend exclusions are business requirements, I'd recommend an enhancement request in our ideas portal that would better meet your needs.

hope this helps!

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Cameron
Online Community Manager/Moderator
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Based on the documentation below, I don't believe this can be achieved natively.

https://help.genesys.cloud/articles/configure-attempt-limits-entry/

While Genesys Cloud allows you to configure multiple recall attempts (up to 100), the Minutes Between Attempts is configured as a single fixed value for each recall type (No Answer, Busy, Machine, or Fax). The same interval is then applied to every recall attempt for that recall type.

For example, you can configure:

3 recall attempts every 2 hours.
3 recall attempts every 3 days (using Recall Controls Per Phone Type, when applicable).

However, I couldn't find a way to configure different intervals for each recall attempt, such as:

1st recall after 2 hours.
2nd recall after 22 hours.
3rd recall after 3 days (excluding weekends).

For that type of requirement, you would likely need to use a custom approach, such as multiple campaigns or another list management strategy.

In any case, you can also check with the Ask Me Anything assistant in the Orchestrators Portal or open a Customer Care case to confirm whether there are any newer capabilities or alternative approaches for this scenario.

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Raphael Poliesi
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