Hello Cody,
Just to clear things up-what you're seeing is actually expected behavior in Genesys Cloud outbound dialing.
The key thing to know is that a single interaction can end up with multiple wrap-up codes. Some are assigned automatically by the system, and others are added by the agent. That might look confusing at first, but it's normal.
Here's what's likely happening in your case:
When the preview interaction was first presented, the system evaluated the contact and determined there were no callable numbers (based on call rules or previous wrap-up mappings). Because of that, it automatically applied the wrap-up code:
ININ-OUTBOUND-NO-CALLABLE-NUMBERS-SKIPPED
However, with preview dialing, agents still have the option to manually place the call. So if the agent goes ahead, connects successfully, and finishes the interaction, they'll apply their own wrap-up code (like Sale Made or Customer Reached).
That's how you end up with two wrap-up codes on the same interaction:
The system-assigned "skipped" code
The agent-assigned outcome code
Depending on where you're looking in Genesys Cloud, you might see one or the other-which is why it can feel inconsistent.
The important part:
1. For dialer processing and wrap-up rule logic, Genesys uses the first agent-assigned wrap-up code, not the system-generated one.
2. System wrap-up codes (like those starting with ININ-OUTBOUND) don't drive the same callability logic once a call has actually been completed.
If you want to confirm which wrap-up code the dialer actually used for that contact, you can:
Export the campaign's contact list and review the attempt details, or
Use the API:
GET /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId}
That will show you the operative wrap-up code used for contact processing-typically the agent's code, not the system "skipped" one.
Hope that helps clear things up a bit!
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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 03-25-2026 12:55
From: Cody Kartarik
Subject: Successful Dialer Interactions Are Being Assigned the ININ-OUTBOUND-NO-CALLABLE-NUMBERS-SKIPPED Wrap-Up Code - Anyone Else Seeing This?
Hey there,
I'm the dialer administrator for my org. We use Preview dialing for our dialer campaigns and I have come across a number of interactions with the wrap-up code: ININ-OUTBOUND-NO-CALLABLE-NUMBERS-SKIPPED. Per Genesys documentation, this wrap-up code is assigned by the system when a call rule or wrap-up code mapping marked all the contact's numbers as uncallable, preventing the system from the dialing the numbers.
What's odd is that for these interactions, the agents successfully dialed the consumer's phone number and, in many instances, reached the consumer, so why would the interaction be assigned the ININ-OUTBOUND-NO-CALLABLE-NUMBERS-SKIPPED wrap-up code? I've included an example below.
Thank you for your support!
#Outbound
#Telephony
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Cody Kartarik
Senior Workforce Management Analyst
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