Genesys Cloud skips records that cannot be contacted due to the time zone identified for the contact or phone number. The reschedule time zone skipped contacts setting automatically reschedules the record or phone number to the next appropriate time that the system can attempt to dial the contact.

If you use automatic time zone mapping, the system looks at all phone numbers and the zip code, if configured. The system reschedules the contact record to the next available window in which all numbers can be attempted to be dialed.

If you use contactable times sets, based on the contactable time set configuration, the system attempts to dial each phone number when the phone number becomes available for any Non-Preview Voice campaign. For Preview campaigns and Messaging campaigns the system only dials when all of the phone numbers are available based on contactable time set configuration, which is similar to automatic time zone mapping campaigns.

Enable reschedule time zone skipped contacts

Configure Reschedule Time Zone Skipped Contacts in Outbound settings.

Click Admin > Outbound > Outbound Settings Menu > Digital and Telephony > Outbound > Outbound Settings , switch Reschedule Time Zone Skipped Contacts to Yes, and save your settings. 

Monitor the progress of rescheduled contacts

Monitor rescheduled calls in the Campaign Diagnostics window. 

Voice campaigns

1. Select  Admin > Outbound > Campaign Management > Voice Campaigns.
2. Click Menu > Digital and Telephony > Outbound > Campaign Management.
3. Click the Voice Campaigns tab.
4. Click the campaign diagnostics button for your running campaign. 

Digital campaigns

Click > Outbound > Campaign Management > Digital Campaigns Menu > Digital and Telephony > Outbound > Campaign Management. Click the Digital Campaigns tab and then click the campaign diagnostics button for your running campaign. 

Automatic time zone mapping

With Automatic time zone mapping, no contact attempt is made on the record until all phone numbers can be called, and no progress is shown in the Campaign Management view in the progress indicator.

Records are displayed in the Campaign Diagnostics window in Time zone rescheduled calls. 

For more information, see Automatic time zone mapping examples.

Contactable time zone sets

A contactable times set in Preview Dialing mode behave as an Automatic time zone mapping campaign. 

In a contactable times set in a Non-Preview Voice campaigns or Messaging campaigns, each phone has its own time calculated, and phone numbers are dialed in the order of the next available time.

If one phone number has been attempted to be called, and the other phone numbers have not, the system indicates that progress has been made on the Campaign Management view. The system also indicates that a record has been rescheduled in the Campaign Diagnostic window.