Genesys Cloud - Main

Hi,

Outbound in Genesys cloud provides retry attempts for only certain types of recall. We come across scenario's where in customer is connected to agent and based on wrap up code defined, contact is callable. However, this contact is callable only after a recycle. Is there a way to configure retry attempts for such calls ?

#Outbound

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Shwetha Ravichandran
Pulse Services Inc.
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Hi Shwetha, 
Recalls are intended only to schedule callbacks for system wrap-ups that are not considered attempts (e.g. a busy signal). To schedule callbacks for other wrap-up codes, you can use a Call Rule with a "wrap-up code" condition and a "schedule callback" action. If you want to also limit the number of attempts to a contact, you could utilize Attempt Controls without recalls, or you could set up a rule action that increments a column and another rule that marks the contact uncallable once that column reaches a certain threshold of attempts.
See Create a set of call rules

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Sean Carter
Senior Software Engineer - Outbound
Genesys
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