Genesys Cloud - Main

Concerning all voice campaigns using any dial mode except Preview.

Is there a help article that you can reference that describes how the dialer works thru the phone fields in the contact list?  I have a general understanding that it will attempt each phone field in a record in left-to-right order (up to 10 phones) before moving to the next record in the contact list from top to bottom according to sorting & filtering rules and ,of course, callable state of the contact and its phone fields.  I cannot find any articles in your help.mypurecloud site that describes the dialing order (or pattern).   Yes, recall rules and call rule set affect the actual dialing progress.  But start with a no recall mindset and cover the basics.  Then with recalls, a record is paused until the recall is due and then progress resumes.  I get that.  But i cannot presently find it in writing.    Appreciate any guidance towards your documentation.

#Outbound

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Roger Little
Lead Solutions Architect
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Hi Roger,

In the Contact lists view Resource Center article it states "If a contact record has multiple phone numbers, the next number is attempted immediately if the previous contact attempt fails, unless a callback to a previous number was scheduled. In that case, no other numbers for that contact are dialed until all callbacks are attempted." - Contact lists view

And this article explains Configure an attempt controls entry

I hope this helps

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Thank you, that was very helpful.  Hard to find because there's no article the describes overall dialing pattern, but that one sentence under Contact Lists View says it all. 

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Roger Little
Lead Solutions Architect
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Original Message:
Sent: 02-27-2025 06:33
From: Samuel Jillard
Subject: Voice Campaign Dialing Order (not dial mode)

Hi Roger,

In the Contact lists view Resource Center article it states "If a contact record has multiple phone numbers, the next number is attempted immediately if the previous contact attempt fails, unless a callback to a previous number was scheduled. In that case, no other numbers for that contact are dialed until all callbacks are attempted." - Contact lists view

And this article explains Configure an attempt controls entry

I hope this helps

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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