Outbound dialing concepts

AI-generated summary

Genesys Cloud outbound dialing enables automated contact campaigns that place calls based on contact list information, agent scripts, and screen pop functionality to guide agent interactions while updating contact records with collected or modified data. The system improves agent productivity by filtering unanswered and invalid calls before routing to agents, reducing idle time and eliminating connections to answering machines and busy signals through automatic call disconnection after 30 seconds of no answer. Administrators configure outbound operations through dedicated management interfaces that support comprehensive contact center management. Key administrative capabilities include defining and managing contact lists, contactable times, and Do Not Contact lists; creating and sequencing campaigns with specific settings and objectives; configuring wrap-up code mappings to flag numbers or contacts as uncallable; and establishing rule sets that evaluate conditions to trigger actions based on campaign logic. The Campaigns Dashboard provides real-time visibility into active campaigns, displaying dialing modes and metrics such as dialing progress and connect rates. The Campaign Management page allows administrators to specify agent scripts, run campaigns individually or sequentially, and enforce do-not-call list compliance. The Lists page supports uploading customer and prospect numbers with automatic time zone mapping for compliant dialing. Contactable Time Sets define when calls can be placed by time zone, while Call Analysis Responses configure system actions based on whether calls reach live persons or answering machines, with results assigned to campaigns for Edge device execution. Rule Sets enable condition-based logic to determine action execution within campaigns, and Wrap-up Code Mappings link interaction codes to contact callability status. The Event Viewer provides error detection and troubleshooting capabilities for maintaining compliance and effective contact center operations. Organization-wide Outbound Settings apply configuration parameters uniformly across all campaigns.

Outbound dialing campaigns contact a list of people according to a prescribed set of rules. Campaigns place calls based on information in a contact list. Campaigns often have a script that defines the agent experience. When a happens, the script provides the agent with information about the call, customer, and campaign, based on behavior defined in the script. Agents collect or modify information to update the contact list. Outbound dialing keeps agent productivity high and idle time low.

Outbound dialing administrators set up campaigns to dial phone numbers automatically. Campaigns increase agent productivity by screening out answering machines, busy signals, and non-completed calls. By setting a campaign’s dialing mode, administrators can ensure that agents receive only those calls that reached a live person. The system waits 30 seconds for an answer to an outbound call before disconnecting. This action ensures that calls disconnect in a timely manner if a person does not answer.

Outbound admin tasks

To administer outbound dialing, an account admin assigns the outbound admin role to you. Your primary responsibility is to define and run campaigns. Common tasks include:

Define and manage contact lists (whom to call).
Define and manage contactable times (when to call).
Define and manage Do Not Contact lists (whom not to call).
Define and manage campaigns (settings used together to accomplish a particular objective).
Define and manage campaign sequences (run one campaign after another).
Define and manage wrap-up code mappings to flag a single number or the entire contact as uncallable, based on the wrap-up code assigned to an interaction.
Define and manage actions, call analysis responses, that Genesys Cloud Edge takes based on call analysis results.
Define and manage rule sets, which are collections of rules. Rules evaluate conditions to determine whether to carry out actions. A campaign can act based on logic in rule sets assigned to it.
Track changes and who made them (audit search).
Check for and troubleshoot errors that have occurred with your campaigns.
Configure campaign settings that apply to all campaigns in your organization.

An outbound dialing administrator uses the following pages:

Page	Features you can configure
Campaigns Dashboard	View all campaigns that are currently in an active state. The dashboard indicates each campaign’s dialing mode with statistics that help an outbound dialing administrator track dialing progress, connect rate, and other details.
Campaign Management	Manage campaigns that tell the system whom, when, and how to contact a list of people. Specify which script agents see during campaign calls. Run campaigns singly or in sequence. Prevent campaigns from dialing numbers found in a do-not-call list.
Lists	Manage do-not-call and contact lists. Upload customer or prospect numbers to dial. Use automatic time zone mapping to determine compliant dialing times for contacts in a contact list. Upload numbers never to dial.
Contactable Time Sets	Manage when calls are placed by specifying when dialing can occur for particular time zones.
Call Analysis Responses	Call analysis detects whether a live person or an answering machine answers a call. Tell the system what action to take for each type of call analysis result. Assign the resulting response table to a campaign. Afterward, the Edge device acts on each call analysis result according to campaign settings.
Rule Sets	Manage rule sets, which are collections of rules. Rules evaluate conditions to determine whether to execute actions. A campaign can act based on logic in rule sets assigned to it.
Wrap-up Code Mappings	Configure outbound dialing to flag a single number or an entire contact as uncallable based on the wrap-up code assigned after an interaction.
Event viewer	Check for and troubleshoot errors that have occurred with your campaigns.
Outbound settings	Configure campaign settings that apply to all campaigns in your organization.

[NEXT] Was this article helpful?

Get user feedback about articles.

Loading...

Outbound dialing concepts

Outbound admin tasks

[NEXT] Was this article helpful?