Create a power dialing campaign

AI-generated summary

Genesys Cloud enables users to create power dialing campaigns through the Campaign Management interface by accessing Menu > Digital and Telephony > Outbound > Campaign Management and selecting the Voice Campaigns tab. Power dialing campaigns require specific permissions across multiple modules including Outbound (Campaign, Contact List, Response Set), Routing (Queue), Scripter (Published Script), and Telephony (Sites, Plugin). Essential resources for campaign setup include an Agent Script to guide agent interactions, an Edge Group for call routing, Call Response definitions for handling call analysis results, a Contact List of target contacts, and a Queue for agent assignment. Optional resources include a Do Not Call List to exclude specific numbers, Callable Time Sets to restrict dialing to specific time zones, and Division assignment for organizational categorization. Campaign configuration requires entering a unique campaign name, selecting a Division, choosing Power Dialing as the dialing mode, assigning a queue and agent script, and configuring Outbound Lines Distribution settings. The Lines Distribution feature allows administrators to control resource allocation by setting either a maximum line limit per campaign or a weighted relative share of available lines. When the Lines value is left blank or set to zero, outbound lines distribute evenly among active campaigns sharing the same Site or Edge group with equivalent blank or zero settings. Genesys Cloud allocates outbound lines across campaigns within a Dialing Group using two distribution methods: equal allocation and weighted allocation. Equal allocation divides lines equally among campaigns when no thresholds are configured, with remaining lines split equally among campaigns with zero or blank thresholds when thresholds are configured. Weighted allocation assigns campaigns weight values from 0 to 100 (default: 10), where weight represents relative share rather than direct percentage, and the system calculates total weight across all actively running campaigns to distribute available lines proportionally. Available lines equal total lines minus reserved lines for explicitly configured campaigns, further constrained by the organization's Max Line Utilization setting. A single Dialing Group can contain campaigns with different distribution types simultaneously, with pie chart visualization displaying line distribution across all campaigns within a Dialing Group after campaign creation and configuration. Campaigns must be associated with a dialing group by selecting an Edge Group (a cluster of Edge devices sharing resources like tie lines) or a Site (housing phones and/or Edge devices) to enable resource access or location-based call routing. Call Response configuration requires selecting a Call Analysis Response Set (CARS) that defines Edge actions based on call analysis results. Critical constraints apply to agentless campaigns: they cannot use response sets that transfer to agents and must use response sets containing a Transfer to Flow response action. Genesys does not recommend transferring live voices to Architect flows, as this causes immediate call answering that disrupts the pacing algorithm managing call timing and agent availability. Genesys Cloud's dialer functionality includes configurable regulatory compliance settings that prevent excessive dialing and campaign performance degradation. The no-answer timeout setting, adjustable per campaign (15–60 seconds, default 30 seconds), automatically disconnects calls in ringing state that remain unanswered. The Compliance Abandon Rate parameter specifies the maximum percentage of abandoned calls allowed (default 5.0%, configurable to tenths of a decimal). The Max Calls Per Agent setting controls the maximum concurrent outbound calls per agent (minimum 1.0, default 15.0, configurable to tenths of a decimal). Contact list management allows selection from existing lists or creation of new lists via CSV upload without leaving the configuration page. Contact lists require defined phone number types, populated records, and successful import status to be valid. Multiple active campaigns can share a single contact list; Genesys recommends implementing contact list filters to prevent overlaps. When filters are not applied, a fallback behavior restricts campaign ownership of shared contacts to a four-hour interval between dialing attempts. Within the Contact List Numbers section, telephone number columns can be excluded from dialing, and the left-to-right column order determines the dialing sequence, which can be customized through drag-and-drop functionality. Genesys Cloud outbound dialing campaigns process contact lists by dialing leftmost phone numbers first and applying terminating wrap-up codes (Right Party Contact or uncallable indicators) to prevent subsequent number attempts. The system supports multiple phone numbers per contact with configurable recall attempts that exhaust all retries for one number before proceeding to the next. Campaigns can be configured as skills-based dialing by selecting up to two skill columns to assign agent skills to outbound records, requiring dynamic queueing to be enabled. Caller ID settings allow configuration of phone numbers and names displayed to contacts, though other system features

PrerequisitesClick to expand

The following permissions are required for all dialing modes:

Outbound > Campaign – Add, Delete, Edit, Search
Routing > Queue – Search
Scripter > Published Script – 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
Telephony > Plugin all permissions to configure an Edge group

The following permissions are optional for all dialing modes:

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

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

Resource	Required?	Description
Agent Script	Yes	Create a script that helps agents interact with each contact. For more information, see Scripts.
Edge Group	Yes	Find out which Edge group this campaign uses. For more information, see BYOC Premises Edge groups overview.
Call Response	Yes	Define the actions an Edge takes based on call analysis results. For more information, see Call Analysis Response page.
Contact List	Yes	Define the list of persons that you want to call or know which existing list to use.
Queue	Yes	Define a new queue or identify an existing queue you want to assign to the campaign.
Do Not Call List	Optional	Define a list of numbers that this campaign never dials, even if they are in the contact list. For more information, see Create a new internal DNC list.
Callable Time	Optional	Define when the campaign can place calls to specific time zones. For more information, 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. For more information, 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.
For more information, see Work with Divisions in About access control.
Under Dialing mode, select Power Dialing.
Select a queue of agents that you want to participate in this campaign. To filter the list, type all or part of a name in the Queue filtered box. If you do not type filter text, the Queue box lists all queues.
Select a script from the Agent Script list. To see case-sensitive matching selections, type all or part of a script name. To accept a matched item, select it from the list.
Tip: If you select “Default Outbound Script,” the system creates a contact list form for your campaign. The form allows agents to edit every column in the campaign’s contact list.

In the Outbound Lines Distribution box, select the Lines value to set the total maximum number of lines that this outbound campaign can consume. Or, select the Weight value to set the relative share of lines that a campaign is assigned.

When you select Lines, the campaign does not consume more lines than the allowed maximum. The number of calls placed stays below the maximum allowed. This setting gives you control over outbound resources by limiting the number of lines from a Site or Edge group, available on a per-campaign basis.

The Lines property is not required, but it is important to understand how it affects the allocation of lines, regardless of whether your campaigns assign values to this setting.

When the Outbound Lines Distribution Lines value is left blank or set to 0 (zero), outbound lines are divided evenly between the active campaigns which share Site or Edge group and have the same blank or 0 value in this field. For example, if you have 300 lines In your Edge group dedicated for Outbound and two campaigns, each campaign is allocated 150 lines. For a scenario with 300 lines and three campaigns, 100 lines is reserved for each campaign.

When one or more campaigns has a configured threshold, lines are reserved as configured, with any remaining lines split equally among campaigns whose threshold is 0 or blank. For example, if you have 300 lines, and one campaign is configured to use 290 lines, and a second campaign set to 0 or left blank, the first campaign has 290 lines, and the second campaign will have 10. Or, if you have one campaign configured to use 290 lines, and two campaigns left blank or set to 0, the first campaign is allocated 290 lines and the other campaigns are allocated 5 lines each.

If campaigns reserve more lines than actually exist, an error occurs at campaign start time, as it is not possible to allocate more lines than actually exist. If this happens, reduce the number of outbound lines to prevent the total lines from exceeding the actual number of lines available.

When you select Weight, the campaign allocates the relative share of available lines, based on the sum of weights for all weighted campaigns in the campaign Dialing Group.

Note: A Dialing Group is a set of campaigns configured for the same Site or an Edge group.

The Outbound Lines Distribution Weight value can be configured from o to 100, with 0 meaning: Do not assign any lines to this campaign. Each auto-dialing campaign can have a weight assigned, from 0 to 100. By default each campaign is assigned a weight of 10.

Note: The weight value does not represent a direct percentage of the lines allocation. The weight value represents the relative share of lines assigned to the campaign in comparison with other campaigns.

Each campaign that is actively running on a particular Site or Edge group participates in the total weight calculation for that group of campaigns. The weight calculation distributes the total number of available lines between actively running campaigns.

Note: Available lines are the total number of lines minus the number of reserved lines for other campaigns that are configured for an explicit number of lines, such as Agentless campaigns.

For example, campaign A weight is set to 50, and campaign B weight is set to 25. The total weight, 50 + 25 = 75, which represents 100 percent of all available outbound lines. Consumers in campaign A are entitled to 67 percent of available lines, and consumers in campaign B are entitled to 33 percent of available lines. That is, Campaign A is entitled to two-thirds of available lines, and campaign B is entitled to one-third of available lines. If the total number of lines in an Edge group is 100, the Max Line Utilization for the Org is set to 80 percent, and two running agentless campaigns are configured to consume 10 lines each, the remaining pool of lines is 60 (100 x 0.8 – 10 – 10 = 60). Campaign A gets 67 percent, which is 40 lines, and campaign B gets 33 percent, which is 20 lines.

When Weight or Lines is selected and Site or Edge Group is selected for a campaign, click the pie chart button to display the Outbound Lines Distribution for Dialing Group dialog. When you create a new campaign, click Save to make the pie chart button available.

Note: A dialing group can consist of campaigns with different types of outbound lines distribution configuration. A dialing group can include campaigns with an explicit number of lines, campaigns with weights, and campaigns with an empty or zero number of lines. The following Outbound Lines Distribution for Dialing Group dialog describes how available lines are distributed across different types of campaigns.

Outbound Lines Distribution for Dialing GroupClick to expand

The following dialog displays how available lines are distributed between campaigns in a dialing group. It shows campaigns with the distribution by the Weight setting and by the Lines setting. Campaigns with the distribution by weight appear in the By Weight tab. Campaigns with the distribution by lines display in the Reserved Lines tab.

Use this dialog to filter the view to show only running campaigns. As lines distribution occurs between running campaigns, if you want to view the current outbound lines distribution, select the Show Running Campaigns Only filter setting checkbox. This checkbox is automatically selected if at least one campaign in the current dialing group is running. If your configuration is for future campaigns and you want to see how all campaigns in a dialing group are configured for lines distribution, clear the Show Running Campaigns Only filter setting checkbox.

Dialog Element	Description
Edge Group name or Site name	Displays the name of the Edge group or Site that the current dialing group belongs to.
Available Outbound Lines	Displays the number of available outbound lines in the Edge or Site group after the max line utilization ratio is applied. For more information about Max Line Utilization, see Outbound settings.
Show Running Campaigns Only checkbox	Present information in tabs and on the pie chart: Selected indicates running campaigns only in the current dialing group Clear for all campaigns in the current dialing group The checkbox is selected if at least one campaign in the current dialing group is running.
By Weight or Reserved Lines tabs	By Weight shows campaigns and the weight value for campaigns with a Weight setting and campaigns with Lines set to zero (0) or left blank. Reserved Lines show campaigns with an explicit set of Outbound Lines.
Pie chart	This graphic displays the lines distribution across campaigns for a dialing group. It includes reserved lines that are displayed in dark gray. Pie chart calculations are based on currently running campaigns, regardless of the Show Running Campaigns Only checkbox setting. When no campaigns are running and no actual line distribution is in place, the pie chart is blank.

Note: The line distribution algorithm aims to optimize lines utilization. Actual line distribution can vary slightly from the user’s settings.

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.
- You cannot assign a response set that does not have a Transfer to Flow response action to an agentless campaign. This is because an agentless campaign requires a Transfer to Flow response action.
  For example, a response set can tell the 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 responses overview.
- Genesys does not recommend sending live voices to Architect flows. When you transfer live voices to a flow, the flow answers all calls immediately. This disrupts the pacing algorithm that manages call timing and agent availability. The dialer perceives all calls as answered and continues dialing faster to achieve the target abandon rate. However, since the flow answers all calls immediately, the target abandon rate is never achieved. The dialer continues to increase the dial rate until it hits the calls-per-agent limit or another system limit, which causes excessive dialing and poor campaign performance.
No-answer timeout is a regulatory compliance setting that determines how long a call in a ringing state (neither connected nor answered) remains 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.
Set Compliance Abandon Rate to the maximum percentage of abandoned calls allowed for the campaign. Enter a value with the precision to the tenths of a decimal, for example, enter 0.2, 3.1, or 4.0. The default value is 5.0.
Note: The value entered is automatically rounded to the tenth of a decimal if the precision is greater than a tenth. For example, 5.77 is automatically rounded to 5.8.
In the Max Calls Per Agent box, enter a value to the tenth of a decimal for the maximum number of outbound campaign calls that the system can place for an agent at a time. Enter a value with the precision to the tenths of a decimal. For example, enter 2.0, 3.1, or 4.0; the minimum value is 1.0 and the default maximum value is 15.0. This setting can be less than or greater than the value that you specify in outbound settings, if the value entered is within the allowed boundaries. If you do not enter a value, then the system uses the outbound settings default value.
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, a 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 a 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 the leftmost items first. For example, if contact list numbers contain 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.
To make this campaign a skills-based dialing campaign, from the Skill Columns box, select up to two skill columns. The values in these columns assign specific agent skills to outbound records. When you assign a skill column to a campaign, it becomes a skills-based dialing campaign. When you save the skills-based dialing campaign, you cannot edit or clear a skill column. To select different skills columns, create a new campaign.
Note: Dynamic queueing must be enabled for skill-based campaigns.
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, a 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 Do Not Call Lists box and then click Create a 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.
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 management overview.
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 Callable Time file containing time zone names and when calling can occur for each. For more information, see Callable Times page.
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.
Prioritize this campaign. Under Advanced, use the Priority setting to assign an integer between 1 and 5 inclusive. Priority indicates the importance of this campaign relative to any others. This setting helps outbound dialing determine how many calls to place for each campaign for each agent.
1 is lowest priority. 5 is the highest. The default is 5.
For more information, see Prioritizing campaigns.
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 more 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.
To enable the campaign Health Alert when the Max Calls per Agent value is set below the value in Outbound settings, turn on the Alert on low Max Calls per Agent toggle.
Click Save. The new campaign is available on the Campaign Management page.
Note: A 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.

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Create a power dialing campaign

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