Set of call Rules - Action Do Not Dial with Schedule Callback

Coffee House
1

Hi Forum,

I have a Technical issue: on an outbound campaign I use this set of call rules:

  • Pre-Call - Custom Action which identifies on an external system if the contact is to be called at that moment. The answer will identify whether to use the Do Not Dial action (skip dialing a contact) and will update a specific contact column
  • Post-Call - will check that specific contact column to define whether to perform the Schedule Callback action (schedule a return call to the contact) and update another contact column

I tried to launch the campaign, the conditions and actions on the rules all work except the reschedule of the call.
Can you tell me the reason?
it is nowhere indicated that it cannot use the Do Not Dial action with the Schedule Callback action.

2

The Genesys Cloud Community Forum is a better place to ask general configuration/behavioral questions.

1 Like