Genesys Cloud – Attempt control enhancements

In a future release, Genesys Cloud will introduce enhancements to Attempt Controls that give administrators more precise control over outbound dialing behavior while simplifying configuration and improving compliance management. Previously, Attempt Controls applied broadly at the contact level. This release expands Attempt Controls at the phone-number level and extends recall and reset timeframes.

These enhancements provide more flexible and practical control over outbound dialing, helping organizations manage compliance requirements, improve customer experience, and simplify campaign configuration.

What will change

• Phone-type specific attempt limits – Administrators can define attempt limits for each phone number type, such as home, mobile, or work. Genesys Cloud supports up to 10 phone numbers per contact, including five default and five customer-defined phone types, without requiring complex rules or contact list workarounds.
• Extended recall time beyond 480 minutes – Recall attempts can now be configured up to 30 days after the initial call, allowing next-day or multi-day retries instead of repeated calls within the same day.
• Extended attempt control reset period – The reset period for attempt controls can now extend up to 30 days, defining when a record becomes eligible for dialing again after reaching its attempt limit.

Why this matters

• Improves dialing precision – Phone-type level limits allow teams to control how often specific numbers are contacted, rather than applying the same limits across all phone numbers.
• Reduces configuration complexity – Administrators no longer need intricate rules or custom contact list columns to manage dialing behavior by phone type.
• Supports compliance and customer experience – Longer recall and reset windows help avoid excessive same-day calls and support region-specific dialing practices.
• Enables better long-term outreach management – Campaign managers gain clearer control over when and how records are redialed over days or weeks.