An outbound admin can configure campaigns to evaluate each contact’s time zone to dial at appropriate times only. The administrator implements the contactable times feature by completing two tasks:

• The administrator defines a set of contactable times, which specify when campaigns contact individual time zones.
• The administrator assigns a set of contactable times to a campaign.

How it works

When the system selects records for contacting, it compares the time zone of each contact number with contactable time zones assigned to the campaign.

• If the system does not find the time zone of the contact in contactable times, it does not select that number.
• If the system finds the zone of the contact, it compares the current date and time to contactable days and times of day for that zone. If you allow contact for the current time and day of the week, it selects the number for contacting.

Contact list requirements

To support the contactable times feature, administrators must set up the contact list in a particular way:

• When administrators initially define the contact list, each contact column must have a corresponding time zone name column. A set of contactable times cannot be assigned to a campaign later if its contact list does not contain at least one time zone column. Time zone columns cannot be added after a contact list is initially created.
• Populate each time zone name column with names that correspond to the custom names that you previously configured for callable time entries in contactable time sets in Genesys Cloud. For more information, see Understand time zone names.

After setting up the contact list, the administrator can create a contactable times entry that specifies when to contact each time zone. The feature takes effect when you assign a set of contactable times to a campaign and you start that campaign.