Automatic time zone mapping examples

AI-generated summary

Genesys Cloud provides automatic time zone mapping to determine compliant dialing times for contacts. It evaluates phone number and zip code values to map contacts to time zones. Specific capabilities include: - Mapping contacts to time zones based on phone number area codes and zip codes - Determining compliant dialing windows for each contact using mapped time zones - Supporting all North American area codes including 30-minute offsets - Allowing override of default dialing windows - Stopping dialing before end of window to complete record processing - Requiring North American AWS region for orgs outside North America

When a contact list is configured for automatic time zone mapping, the system evaluates the phone number and zip code column values to determine the compliant dialing time for each contact.

Tip: Override a default dialing window for automatic time zone mapping on the Outbound Settings screen.

The following table shows how the system behaves when it evaluates a record containing two phone numbers and a zip code.

Zip code	Phone number 1	Phone number 2	Compliant dialing time
Could not map	Could not map	Could not map	2:00 PM to 8:00 PM Eastern time (default)
Could not map	Eastern time	Could not map	2:00 PM to 8:00 PM Eastern time (default)
Not available	Central time	Eastern time	9:00 AM to 9:00 PM Eastern time or 8:00 AM to 8:00 PM Central time
Mountain time	Central time	Eastern time	10:00 AM to 9:00 PM Eastern time or 9:00 AM to 8:00 PM Central time or 8:00 AM to 7:00 PM Mountain time
Not available	Could not map	Central time	8:00 AM to 9:00 PM Central time
Central time	Could not map	Central time	8:00 AM to 9:00 PM Central time
Central time	Central time	Central time	8:00 AM to 9:00 PM Central time
Central time	Could not map	Could not map	2:00 PM to 8:00 PM Eastern time (default) or 1:00 PM to 7:00 PM Central time
Not available	Central time	Central time	8:00 AM to 9:00 PM Central time

Table explanations

2:00 PM to 8:00 PM Eastern time (default) The system could not map the zip code number column value because it is not a valid US zip code.
Could not map (phone number) The system could not map the phone number column value because it is not a valid NANP number.
Not available The contact list does not include a zip code column or the zip code column value for the contact is blank.

Notes:

The system stops dialing one minute before the end of the compliant dialing time to provide a buffer to complete record processing.
Canadian area codes are fully supported. This includes Newfoundland and its 30-minute offset from UTC. For more information, see Outbound settings.
Automatic time zone mapping is only supported for NANP (US and Canada).
To use the Automatic Time Zone Mapping feature from outside North America to dial North American phone numbers, the organization (Org) attempting to make the phone call must be located in one of the North American AWS regions.

[NEXT] Was this article helpful?

Get user feedback about articles.

Loading...

Automatic time zone mapping examples

[NEXT] Was this article helpful?