Create an agentless campaign

AI-generated summary

Genesys Cloud enables the creation of agentless campaigns through the Resource Center, which automate outbound dialing without agent involvement by routing calls through flow-based systems rather than to human agents. Users must possess specific permissions across Outbound, Routing, Scripter, and Telephony modules to configure campaigns, with additional optional permissions for Do Not Call lists, rule sets, callable time sets, and contact list filters. Campaign setup requires several prerequisites: a Call Response set that specifies Edge actions based on call analysis results, a Contact List containing phone numbers to dial, and optionally a Do Not Call List, callable time parameters, and division assignment. The campaign creation process involves accessing Campaign Management, selecting "Agentless Dialing" as the dialing mode, configuring Outbound Lines Distribution to set simultaneous active calls, and associating the campaign with either an Edge Group or Site for call routing. Call Analysis Response Sets must be configured to determine how the system handles live persons or answering machines; however, response sets cannot transfer calls to agents or lack a "Transfer to Flow" action, as agentless campaigns require flow-based call handling. Campaign configuration includes multiple operational parameters. Caller ID settings consist of a phone number in numeric or E.164 format and calling party name, though other system features may take precedence. Do Not Call lists exclude specified phone numbers from dialing and are created by uploading CSV files. Call Rule Sets apply automation to campaign record processing in a configurable evaluation order. Contactable Time Sets define time zones and permissible calling windows, requiring at least one timezone column in the contact list. Call Analysis Language selection specifies the language Edge uses during call analysis. The Always Running option enables campaigns to remain active without completing when contact records are depleted, supporting dynamically updated contact lists. Contact list management enables administrators to assign phone number columns for dialing, with the system processing columns in left-to-row order. Invalid contact lists lack defined phone number types, contain no records, fail to import, or have ongoing import processes. Multiple campaigns may share a single contact list; however, Genesys recommends implementing contact list filters to prevent overlaps, with a four-hour fallback ownership restriction applied when filters are not assigned. Wrap-up code mappings control dialing behavior for contacts with multiple phone numbers—terminating wrap-up codes prevent subsequent number attempts. Contact list sorting can be configured by column selection with ascending or descending order, with numeric field designation available for telephone numbers or monetary values. Dynamic contact management during active campaigns is supported through configurable sorting and filtering capabilities. When contacts are added to running campaigns, they are dialed immediately but remain unsorted until the next campaign recycle unless Dynamic Queueing sorting is enabled. The system supports sorting up to four contact list columns with hierarchical precedence; however, date columns formatted as mm/dd/yy are sorted as strings rather than dates, with ISO 8601 format (yyyy-mm-dd) resolving this limitation. Dynamic Queueing filtering enables real-time filter condition changes during campaign execution, with contacts automatically added to or removed from the queue based on updated filter matching. Both Dynamic Queueing sorting and filtering features must be enabled during initial campaign creation and cannot be activated afterward. Organizations can maintain up to five concurrent active Dynamic Queueing sorting campaigns and ten total active and inactive campaigns. Additional campaign parameters include no-answer timeout functionality, a regulatory compliance feature that automatically disconnects unanswered calls after a specified duration (15-60 seconds, default 30 seconds) across all dialing modes except Preview. Campaign names must be unique and can contain spaces and special characters. Contact lists can be created directly within campaign configuration by uploading a CSV file. Contact list validation errors exceeding two require campaign reconfiguration with a new contact list, and campaigns are limited to 1000 maximum entries. Campaign management functionality allows users to delete obsolete campaigns and save configuration changes to complete campaign setup. Related documentation covers outbound dialing concepts, campaign management , campaign creation and editing, email domain configuration, agentless email notifications, and call analysis response assignment

PrerequisitesClick to expand

The following permissions are required for all dialing modes:

Outbound > Campaign – Add, Delete, Edit, Search
Routing > Queue – Search
Scripter > Published Scripts – View
Outbound > Contact List – Search

The following permissions are required for all dialing modes except Preview mode:

Outbound > Response Set – View
Telephony > Sites – View to configure a site
All permissions under Telephony > Plugin to configure an Edge group

The following permissions are optional for all dialing modes:

Outbound > DNC List – View
Outbound > Rule Set – View
Outbound > Callable Time Set – View
Outbound > Contact List Filter – View

Define prerequisite resources required for this campaign mode, or identify existing resources to reuse.

Resource	Required?	Description
Call Response	Yes	Define actions an Edge takes based on call analysis results. See Call Analysis Response page. Note: You cannot assign to an agentless campaign, a call analysis response set that transfers to agents, since agentless campaigns don’t use agents. If the select a response set that does this, a validation error appears.
Contact List	Yes	Define the list of persons to call or know which existing list to use.
Do Not Call List	Optional	Define a list of numbers that this campaign should never dial, even if they are in the contact list. See Add a new DNC list.
Callable Time	Optional	Define when the campaign can place calls to specific time zones. See Create a contactable time set.
Division	Optional	Know which division to associate with this campaign, or whether to use the Home division by default. See Divisions overview.

Click Menu > Digital and Telephony > Outbound > Campaign Management.
Click the Voice Campaigns tab.
Click Create New.
Type a name in the Campaign Name box. The name of a campaign can contain spaces and special characters, but it must be unique.
Select a Division or accept the default Home division.
See also Work with Divisions in About access control.
Select Agentless Dialing from the Dialing Mode list.
Set Outbound Lines Distribution to specify how many simultaneous calls to place at a given time for an agentless campaign. For example, if you set the value to 10, the agentless campaign will try to have 10 active calls at all times.
To associate the campaign with a dialing group, select Edge Group or Site in the Dialing Group box. An Edge group is a cluster of Edge devices that share resources, such as tie lines and long distance lines. A site is the home of a set of phones, Edge devices, or a combination of the two.
If you selected a dialing group, make a selection in the Edge Group or Site box. Associating an Edge with an Edge group gives the Edge access to the trunks connected to other Edges in the Edge group. Associating an Edge with a site enables the system to provide location-based call routing. You can filter the list by typing all or part of a name.
From the Call Response box, make a selection. To filter the list, type all or part of a name. The selected Call Analysis Response Set (CARS) defines the action an Edge takes based on results. The campaign responds to live persons or answering machines in accordance with settings in its associated Call Response entry.
Notes:
- You cannot assign a call analysis response set that transfers to agents to an agentless campaign. Agentless campaigns do not use agents. If you select a response set that transfers agents to an agentless campaign, a validation error appears.
- Likewise, you cannot assign to an agentless campaign, a response set that does not have a ‘Transfer to Flow’ response action, since an agentless campaign requires that action.
For example, a response set could tell Edge to hang up in response to an answering machine, or to transfer a live person to an outbound flow created in Architect. For more information, see Call Analysis Response page.
No-answer timeout is a regulatory compliance setting. It determines how long a call in a ringing state (neither connected or answered) will stay active before the system automatically disconnects it. This threshold is configurable on a per-campaign basis for all dialing modes except Preview.
Type a different value or use the spin control to adjust the number of seconds to wait. The range of acceptable values is 15-60 seconds. The default is 30 seconds.
Use the Contact List box to select a list of contacts for this campaign to dial. To filter the list, type all or part of a name. If you select an unassignable list, an error message indicates why. A contact list is invalid if:
- No defined phone number types exist for the list.
- The list has no records.
- The list failed to import.
- An import that created the list is still running.
Tip: If you have not created a contact list, you can do so without leaving the current page:
1. Click the Contact List box and then click Create New Contact List.
  A dialog box prompts for the contact list name and a .csv file to upload.
2. Type a name in the Contact List Name box and click Browse to select a contact file to upload. For more information, see Create a new contact list.
3. Click Save.
Note:
You can share a single contact list between multiple active campaigns. If you use the same contact list for multiple campaigns, Genesys recommends that you create contact list filters to avoid contact overlaps. Campaigns that share the same contact list can run at the same time.
If you run multiple campaigns that share a contact list and do not assign contact list filters, as a fallback behavior, a campaign can only take ownership of a contact (that is, dial a contact) if the contact has not been dialed for four hours. When a voice campaign takes ownership of a contact, another voice campaign cannot dial it within four hours of an attempt, or unless the owner campaign is off.

Columns in the contact list that contain telephone numbers appear below the Contact List Numbers heading. To exclude a phone number column from dialing, click x next to a phone number type. If you remove a contact column and want to add it back, click outside the boxes. Then type all or part of the phone number type name. For example, type C to display Cell. To accept a matched item, select it from the list.
Control the order in which contact columns are dialed
The left-to-right order of appearance in the Contact List Numbers box determines the order in which the system dials contact columns (for example, work, home, or cell). To change the order that the system dials columns, click and drag a column name to a new position. The system dials leftmost items first. For example, if contact list numbers contains work and home columns, the campaign dials the work number first.
Define closing wrap-up code mappings
For contact lists with multiple contact columns (work and home for example), if the system reached the contact through the work number and an agent sets a terminating wrap-up, it does not dial the home number.
A terminating wrap-up code is any wrap-up defined for a queue, whose wrap-up code mapping is “Right Party Contact”, or one of the uncallable indicators (Contact Uncallable or Number Uncallable). For more information, see Wrap-up code mappings page.
Attempt controls and multiple phone numbers
If a contact has multiple phone numbers and you configured a Recall Type entry, when the campaign receives that Recall Type for the first callable number, it makes all the recall attempts configured for that number before dialing the next number. For more information, see Configure an attempt controls entry.
From the Contact List Filter box, optionally select the contact list filter that this campaign should use to limit the dialing to contacts that match the filter. For more information, see Contact list filters view. Click View Filtered Contacts to see the contact list editor with the selected filter applied.
Caller ID entries allow you to set the name and phone number shown to contacts as Caller ID information. Telemarketing and regulatory compliance often requires the ability to send Caller ID information.
1. Type a calling party number in the Caller ID: Phone Number box. Type numbers only, without dashes or parentheses, or enter the number in E.164 format.
2. Type a calling party name in the Caller ID: Name box.
  Note: While you can set caller ID information for a campaign, there are several other features that contain caller ID information. Those features can take precedence over the caller ID information you set here. For more information, see Use the Prioritized caller ID locations feature to configure caller ID information.
From the DNC Lists box, optionally select a table of phone numbers that this campaign should never dial. To filter the list, type all or part of a name. When this campaign selects records to dial from its contact list, it excludes numbers that match entries in this DNC list. If you select an unassignable list, an error message appears. A Do Not Call list is invalid if:
- All or part of the list contains no records.
- All or part of the list failed to import.
Tip: If you have not created a DNC list, you can do so without leaving the current page:
1. Click the DNC Lists box and then click Create New DNC List.
  A dialog box prompts for the DNC list name and for a .csv file to upload.
2. Type a name in the DNC List Name box and to select a DNC file, click Browse. At minimum, the .csv file can contain a single column of telephone numbers. A DNC file may contain multiple phone number columns and redundant information, such as contact names.
  Example:
```
Last Name, First Name,DNC_Home,DNC_Cell,DNC_Work
Smith,Bill,317-153-4777,317-981-6233,317-333-2174
Thomas,Terry,424-999-2334,424-384-9993,424-973-8828
```
  As a best practice, put only phone number columns in your .csv file. For more information on DNC list view, see Do not contact lists view.
3. Click Save.
Optionally select sets of rules from the Call Rule Sets filtered box. Rule sets apply automation to campaign records processing. To filter rule set choices, type all or part of a rule set name and view case-sensitive matched selections. To accept a matched item, select it from the list. For more information, see Rule sets view.
Tip: If you assign multiple rule sets, change rule set evaluation order by dragging items to new positions in the Call Rule Sets box. The system evaluates rule sets in left-to-right order.
Optionally select a Contactable Time Set file containing time zone names and when calling can occur for each. For more information on callable times, see Contactable time sets overview.
Note: To use the callable times feature, the contact list assigned to the campaign must contain at least one timezone column. If it does not, and you assign a set of callable times to the campaign, then the configuration is invalid and you cannot save changes to the campaign.
Optional. From the Call Analysis Language box, select a language for to use when is applied to the call. For more information, see Supported call analysis regions.
Optional. Enable Always Running if you want the campaign to continue running even if there are currently no contacts in the contact list. The campaign does not complete when it runs out of records, and instead sits idle waiting for more records to be added. This option is useful if the contact list is dynamically updated from another source.
Optionally sort the contact list by column before dialing begins. For example, if your contact list has an Amount_Owed column, you could sort the list to call people who owe the highest amount first. Under Advanced > Contact Sorting, select a contact list column in Sort by. Select a Sort order: ascending (default) or descending. If the sort column contains numeric information such as a telephone number or monetary amount, enable Field is Numeric. Contact list sorting takes place at campaign start or campaign recycle. If you add a contact while a campaign is running, the new contact is dialed but is not included in contact list sorting until the next campaign recycle. Click the plus sign to sort by additional columns. You can sort up to four contact list columns, with the first sort taking the highest precedence.
Note: Special considerations apply when sorting a date column. The system does not sort a contact column that represents a date formatted mm/dd/yy as a date. It sorts the column as a string since the system does not recognize that format as a date. To work around this limitation, format dates using ISO 8601 format (yyyy-mm-dd). That format sorts in the same order whether considered a string or a date. To denote Christmas Day for example, enter 2017-12-25 instead of 12/25/17.
To add a new contact to a running campaign and re-sort the contact list while the campaign runs, turn on Dynamic Queueing sorting. Be sure to select a Sort By column by which to re-sort the contact list when the new contact is added to the running campaign.
Before you configure dynamic sorting, consider these actions:
- If you do not configure Contact Sorting, contacts sort in the order that they appear in the contact list.
- If you configure Contact Sorting, contacts sort when you run a campaign based on campaign configuration settings.
- When you enable Dynamic Queueing Sorting, contacts re-sort at the time of the contact attempt during a running campaign.
Configure Dynamic Queueing sorting for a campaign:
- When you configure a campaign, the Contact Sorting Sort By column data type Field is Numeric must match the Data Type in Column Data Type Specifications, in the contact list.
- When you enable Dynamic Queueing sorting for a campaign, you must also define the selected Sort By column in the campaign's contact list Column Data Type Specifications.
Notes:
- If you receive more than two contact list validation errors when you create or edit a campaign with Dynamic Queueing, you must select a new contact list without errors.
- You can have up to five active Dynamic Queueing sorting campaigns per organization that run concurrently.
- You can have a total of 10 active and inactive Dynamic Queueing sorting campaigns per organization. Make sure to delete your inactive campaigns.
- You cannot enable the Dynamic Queueing Sorting feature after you create a campaign. Create a new campaign and a new contact list to enable the Dynamic Queueing sorting toggle.
To ensure that your campaign honors Contact List Filters changes at any time, for example, while a campaign is running, then when you create the campaign, switch the Dynamic Queueing filtering toggle to On.
Notes:
- If a contact is filtered out because it does not match filter conditions, you can adjust conditions of the filter to re-evaluate the contact and match it.
- If a contact matches the filter when the queue is built, the contact is added to the queue, and later the contact is updated in a way that it does not match the filter anymore, then the contact is removed from the queue if it is not dialed or in flight.
- If a contact is filtered when the queue is built, the contact is not in the queue, and later the contact is updated to match the filter, then the contact is added to the queue.
- Dynamic filtering allows the filter to be changed while the campaign is running. Changing the filter or recycling the campaign triggers the re-evaluation of contacts.
- You cannot enable the Dynamic Queueing filtering after you create a campaign. Create a new campaign to enable the Dynamic Queueing filtering toggle.
Click Save. The new campaign is available on the Campaign Management page.
Note: An error message appears if the new campaign exceeds the maximum limit count of 1000. Delete old or obsolete campaigns as needed and click Save again to complete the new campaign configuration.

[NEXT] Was this article helpful?

Get user feedback about articles.

Resource

Required?

Description

Call Response

Yes

Define actions an Edge takes based on call analysis results. See Call Analysis Response page.

Note: You cannot assign to an agentless campaign, a call analysis response set that transfers to agents, since agentless campaigns don’t use agents. If the select a response set that does this, a validation error appears.

Contact List

Yes

Define the list of persons to call or know which existing list to use.

Do Not Call List

Optional

Define a list of numbers that this campaign should never dial, even if they are in the contact list. See Add a new DNC list.

Callable Time

Optional

Define when the campaign can place calls to specific time zones. See Create a contactable time set.

Division

Optional

Know which division to associate with this campaign, or whether to use the Home division by default. See Divisions overview.

Create an agentless campaign

[NEXT] Was this article helpful?

Loading...

Create an agentless campaign

[NEXT] Was this article helpful?