FAQs: Outbound dialing

If you set skill-based dialing, and an agent becomes available, Genesys Cloud selects the next contact to dial based on the combination of priority of the contact and the skill of the available agent. The following scenarios explain the next course of action:

Scenario 1:

Two agents are on queue and they have all three skills: Auto, Life, and Home. When an agent becomes available, the interaction with the highest priority is assigned in sequential order: Contact A, Contact B, Contact C, Contact D, Contact E, Contact F, and Contact G.

Scenario 2: 

• Agent Alice has the following skills: Auto and Life.
• Agent Henry has the following skills: Auto and Home.

When US carriers see high-volume, short-duration calls at the network level, they can appear to be illegal robocalling. To prevent your legitimate outbound calls from being miscategorized as unwanted or fraudulent calls by the wireless carriers, we highly encourage you to proactively request whitelisting of legitimate outbound calling use cases.

You can request whitelisting for all the major US wireless carriers at Free Caller Registry.

To reduce the time for Genesys Cloud to deliver outbound calls to agents, administrators and contact center managers can:

• Disable answering machine detection.
• Turn on auto-answer for agents and use persistent connection with Polycom and WebRTC phones.
• Make sure that there are no hardware or headset issues with agents’ phones.

For more information, see How Genesys Cloud delivers outbound calls to agents.

When you configure the time zone in a contactable times set, you define the time that the campaign can contact a time zone during that time zone’s local time. For example, if your local time is Eastern time and you created a contactable time set to connect from 1pm to 2pm Central time, the campaign can start contacting at 2pm Eastern time (1pm Central time). 

To support the contactable times feature, the contact list must have a time zone column. For more information, see Contactable time sets overview.

It depends on how much you want to share across campaigns. The only reason to break up rules into different rule sets is if you don’t plan on using them all in the same campaigns. Example scenario: You created RuleA, RuleB, RuleC, and RuleD.  You want to use RuleA and RuleB in all campaigns. You want to use RuleC only in CampaignA and RuleD only in CampaignB. In this case, it would make sense to create three call rule sets: One with RuleA and RuleB, one with RuleC, and one with RuleD.

The campaigns dashboard is a real-time view of all campaigns currently in an active state. The campaign dashboard statistics reflect a current campaign run. If the campaign recycles, the statistics reset, with the exception of the Abandon Rate statistics. For more information, see Campaigns dashboard page.

Genesys Cloud developer tools are documented in the Genesys Cloud Developer Center. This site is for developers, partners, and anyone interested in interfacing directly to Genesys Cloud from their favorite language.

The Platform API has information on how to set up and use dialer resources, such as campaigns and contact lists, including tutorials about:

• Inserting records into a dialer call list and starting the campaign.
• Creating a campaign that can be run to place outbound calls.
• Creating a contact list for use with outbound dialing campaigns.
• Uploading contacts to an existing outbound dialing contact list.

The Developer Center is updated frequently, so check back often.

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