If a call receives the ININ-OUTBOUND-DISCONNECT status, the callback logic stops. That is, if the call attempt control is set to make three attempts to call the number, only one is made and the processing is completed.
Rule Management - theoretically should solve this problem, but has a bug that makes the use of rules for this case unacceptable:
When we have tried to create a rule in Rule Management to assign a callback for this status.
But this option creates another problem - for contacts that have multiple phone numbers. Calls to different numbers fall into one interaction - which is unacceptable for business logic.
If we do not use the rule of creating callbacks, the problem with multiple numbers in one interaction does not arise.
We want the problem with different numbers in one interaction to be fixed.
The Genesys Cloud Community Forum is a more appropriate place for asking questions about base product functionality and configuration. This forum is specific to APIs and customizations. If you're trying to report a bug, please open a case with Genesys Cloud Care.
Genesys Cloud Care has already had a case, twice in different divisions. And for some reason, they don't think that different and incompatible behavior in the campaign with and without rules is a bug.
So I want this problem to be highlighted here as well. I hope this will motivate genesys to solve it.
I'm sorry you're having troubles resolving your issue. Please continue to work with Care; this forum is not an alternative to Care and bug reports are not accepted here. If you need to escalate your issue with Care, you can speak with your TAM or sales rep.