AI-generated summary
Genesys Cloud provides a sophisticated outbound dialing management system supporting up to 1,000 attempt control entries with flexible configuration options designed to optimize campaign efficiency while maintaining compliance. The platform enables campaign managers to set per-contact and per-phone number attempt limits with reset periods available as daily (midnight), never, or customizable 2-30 day intervals. Recall controls can be configured for specific call outcomes including Answering Machine, Busy, Fax, and No Answer dispositions, with 1-100 attempt options and intervals ranging from 5-480 minutes between attempts for standard recalls, or 1-43,200 minutes for phone type-specific recalls.
The system processes phone numbers sequentially, completing all recall attempts on one number before proceeding to the next, ensuring systematic contact management. When contacts have multiple phone numbers, the system completes all configured recall attempts for the first callable number before dialing subsequent numbers. Time zone compliance is automatically enforced to prevent restricted calls and maintain daily attempt limits across different regions. Phone type-specific recall controls support intervals up to 30 days, and campaign recycling enables contact unblocking after reset periods.
Recall attempts must be fewer than maximum attempts per contact, with total recall time not exceeding 480 minutes. Administrators can configure recall parameters per phone type, selecting specific recall types and setting recall attempts and intervals between attempts. Access requires specific Outbound Attempt Limits permissions (Add, Delete, Edit, View), with configuration accessible through Menu > Digital and Telephony > Outbound > List Management > Attempt Controls tab.
Genesys Cloud's outbound dialing system excludes certain call results from attempt control limit calculations to prevent unnecessary constraint application. These exclusions include timezone-based blocks, busy signals, callback disconnections, campaign recycling cancellations, contact attempt limit violations, uncallable contacts, Do-Not-Call list matches, invalid phone numbers, non-callable time windows, authentication failures, internal errors, preview skips, recall cancellations, rule-based skips, and zone-blocked numbers. These exclusions ensure that only valid contact attempts are counted against configured limits, allowing campaigns to operate more efficiently while maintaining compliance with calling regulations and contact preferences. Recall controls are unavailable for preview campaigns, and recall attempts reset if campaigns are recycled, restarted, or result in different recall types.