Genesys Cloud - Main

Hi,

I am not sure whether this is the correct forum. If I have chosen incorrectly, I would appreciate it if you could guide me in the right direction.

In connection with outbound preview campaigns, I would like to establish a recall policy that governs when unanswered leads (voicemail and busy signals) should be contacted again.

The time between each recall should vary, so that calls are not made at the same time of day every time. For example, the first recall should take place after x amount of time, and the second recall after x + y time, and so on.

Naturally, this should also take into account newly incoming leads as well as lead prioritization.I am somewhat unsure where and how this should be handled.

How would you handle this?

I look forward to hearing from you.

Regards,

Torben

#Outbound

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Torben Hedemann B. Eriksen
NA
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Hello Torben,

You can setup the majority of what you are aiming to do using the Campaign rules and Scheduling callbacks based on the System Wrap-up codes assigned for the failure.  I am not sure the best way to change the time of day for scheduling the next attempt, so hopefully someone in the community can help with this, or has a better overall solution to this.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 01-20-2026 14:31
From: Torben Hedemann B. Eriksen
Subject: Recall policy for unanswered leads

Hi,

I am not sure whether this is the correct forum. If I have chosen incorrectly, I would appreciate it if you could guide me in the right direction.

In connection with outbound preview campaigns, I would like to establish a recall policy that governs when unanswered leads (voicemail and busy signals) should be contacted again.

The time between each recall should vary, so that calls are not made at the same time of day every time. For example, the first recall should take place after x amount of time, and the second recall after x + y time, and so on.

Naturally, this should also take into account newly incoming leads as well as lead prioritization.I am somewhat unsure where and how this should be handled.

How would you handle this?

I look forward to hearing from you.

Regards,

Torben

#Outbound

------------------------------
Torben Hedemann B. Eriksen
NA
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