Changes the percentage of the maximum number of outbound lines that the system can use. For example, to leave 40 percent of the lines available for inbound calls and use 60 percent for outbound campaign calls, set the value to 60.

This setting applies only to campaigns that specify Edge groups or Sites; it does not apply to preview campaigns.

For campaigns, the system assumes that each Edge can handle a maximum of 350 lines.

Example: a customer has two Edges assigned for a campaign, and each Edge has 350 lines. If Max Line Utilization is set at 75 percent, only 525 lines are used out of 700 total.

Change the group of calls subject to the Compliance Abandon rate calculation. Select All Calls or Calls that reached the queue. For all calls, the calculation is: abandon calls/all calls, including, for example, busy and no answer. For calls that reached the queue, the calculation is: abandon calls/only the calls transferred to the queue, usually live voice calls.

Genesys Cloud skips records that cannot be contacted due to the time zone identified for the contact or phone number. Reschedule Time Zone Skipped Contacts automatically reschedules the record or phone number to the next appropriate time the system can attempt to dial the contact. For more information, see Reschedule time zone skipped contacts.

Select the countries for the contacts used in your outbound call campaign.

Note: If you do not select anything, time zone mapping uses United States postal codes and area codes by default. Match your selection to the data in your contact lists. For example, if your contact lists have only Canadian contacts, select only Canada. If your contact lists have both United States and Canadian contacts, select both. Canadian data now includes full support for postal codes and area codes, including Newfoundland. Canadian postal codes in your contact lists must be in the proper format. This is seven digits with a space after three digits, for example A1A 1A1.

When the system successfully maps a time zone to a record, the default dialing window is set to 8:00 AM – 9:00 PM local time.

To override this calling window, define the Earliest Callable Time and the Latest Callable Time.

When the system cannot successfully map a time zone to a record (because, for example, the phone number is not a valid NANP number), the calling window defaults to a compliant dialing window of 2:00 PM – 8:00 PM EST.

To override this dialing window, define the Earliest Callable Time, the Latest Callable Time, and the corresponding Time Zone (the customer’s local time zone).

Automatic time zone mapping preview 

Enable automatic time zone mapping (video)

Specify the default retention type for the entire organization. You can manually override this setting for each individual contact list. Choose from the following options.

• Never: The contact lists are never automatically deleted. The behavior for the default, empty setting is the same.
• Default Retention Days: The contact lists are deleted after a specific number of days. If you select this option, specify the number of days in the Default Retention Days text box. The value must be between 1 and 360.
• Today: The contact lists are deleted at 12:00AM (midnight) in the configured time zone.

This setting is optional.

Specify the default time zone in which the system determines retention. This is an organization-level setting, which you can manually override for each individual contact list.

This setting is optional.