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  • 1.  Wrap-up - Call rules - Outbound

    Posted 08-26-2024 21:58
    No replies, thread closed.

    Hello everyone.

    See if someone could help me.
    I am using the Outbound campaign and I want to use the Call rules to do some actions.
    Based on a specific wrap-up code I need to tag that number/contact to schedule a callback.

    I've already created the rule, assigned the rule to the Campaign, assigned the wrap-up to the queue. In the contact list I can see that the rule is working (because I put another action like "tag number as uncallable"), but the callback feature does nothing.

    Any thoughts around ?


    Also, is there a way on Genesys to treat duplicates values ?


    #Outbound

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    Gabriel Goncalves
    Peter Warren Automotive Holdings Ltd
    ------------------------------


  • 2.  RE: Wrap-up - Call rules - Outbound
    Best Answer

    Posted 08-27-2024 17:15
    No replies, thread closed.

    Hello Gabriel,

    Has this rule worked in the past? I would recommend stepping through the flow using our Replay Mode to see if every action is being triggered properly.



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    Jason Kleitz
    Genesys - Employees
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  • 3.  RE: Wrap-up - Call rules - Outbound

    Posted 09-01-2024 22:11
    No replies, thread closed.

    Hello Jason, cool.
    Thank you so much for.
    I will definitely give the try



    ------------------------------
    Gabriel Goncalves
    Peter Warren Automotive Holdings Ltd
    ------------------------------

    Original Message


  • 4.  RE: Wrap-up - Call rules - Outbound

    Posted 03-04-2025 11:22
    No replies, thread closed.

    Hey Gabriel.

    Correct me if I'm wrong, but it seems that this rule, do two things that have the opposite outcomes.

    First Schedule Callback, and then Mark number as Uncallable, If the number is uncallable, the Callback will not be placed, it will be rescheduled

    But in the time that it should be dialed, the campaign will not dial it, and you will see the Wrap-up ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED

    FYI, you can go to Campaign Diagnostic to see if the Callback has been rescheduled.

    Best regards,



    ------------------------------
    Shahar Leonard
    Genesys Cloud Professional Certified
    ------------------------------



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