Genesys Cloud – Enhanced outbound campaign timeout handling configuration

In a future release, Genesys Cloud will introduce new outbound campaign call analysis configuration options, including enhanced timeout detection of answering machine handling and upcoming silent call timeout capabilities. These updates give administrators more control over how outbound campaigns respond during call analysis based on operational requirements and calling scenarios.

What’s changing

Answering machine detection timeout enhancements

Administrators can configure how outbound campaigns respond when answering machine detection times out during call analysis, including:

• Customizable detection timer start behavior, allowing the Call Analysis Timer to start at either Line Connect or Speech Start.
• Conversation data points that show when the answering machine detection timeout timer started and, if the timeout was reached, when it ended.
• Configurable timeout actions, including:
  • Hangup
  • Transfer
  • Transfer to Flow

Upcoming silent call timeout enhancements

A subsequent update will introduce configurable silent call timeout handling for outbound campaigns, including:

• Configurable silent call timeout duration
• Configurable timeout behavior, including:
  • Hangup
  • Transfer
  • Transfer to Flow
• Conversation data points that show when the silent call timeout timer started and, if the timeout was reached, when it ended

What you need to do

After these features become available, administrators can configure the new outbound campaign timeout settings and timeout actions based on their organization’s outbound dialing requirements.

Why this matters

Outbound campaigns often require different call analysis behavior depending on business requirements, customer experience goals, regulatory considerations, or carrier behavior. These enhancements give organizations more control over answering machine detection and silent call timeout handling, helping reduce unnecessary delays, improve outbound dialing efficiency, and better manage ambiguous outbound call outcomes.