Setting up outbound campaigns in Genesys Cloud

See also

Sources

1. 1
   A US telemarketing campaign left at the 5.0 percent default abandon rate could exceed the 3 percent limit in 47 CFR 64.1200(a)(7), so US telemarketers should set 3 percent or lower.inferred

   Create a predictive dialing campaign · Compliance Abandon Rate field, read against 47 CFR 64.1200(a)(7) · Checked 2026-10-02
2. 2
   Outbound settings let an organisation calculate the compliance abandon rate over all calls or only over calls that reached the queue.

   Outbound settings · Calls Subject to Compliance Abandon Rate · Checked 2026-10-02
3. 3
   The campaign Compliance Abandon Rate field sets the maximum percentage of abandoned calls and defaults to 5.0 percent.

   Create a predictive dialing campaign · Compliance Abandon Rate field · Checked 2026-10-02
4. 4
   An answered call that is not routed to an agent or IVR within the Compliance Abandon Threshold counts as a compliance abandon; the threshold defaults to two seconds and can be changed in outbound settings.

   Outbound settings · Compliance Abandon Threshold · Checked 2026-10-02
5. 5
   An agentless campaign's outbound lines value is the number of simultaneous active calls the system tries to keep up.

   Create an agentless campaign · Outbound lines distribution · Checked 2026-10-02
6. 6
   An agentless campaign must use a response set that contains a Transfer to Flow action, and the flow is an outbound flow built in Architect.

   Create a call analysis response · Call analysis results and actions (agentless note) · Checked 2026-10-02
7. 7
   An agentless campaign cannot transfer directly to agents, but its outbound flow can transfer the call to a queue for agent assistance.

   Dialing modes · Agentless · Checked 2026-10-02
8. 8
   Disabling answering machine detection in a response set stops live-voice versus machine differentiation, though carrier message identification still keeps about two thirds of voicemail and machines from the live voice action.

   Create a call analysis response · Answering machine detection checkbox · Checked 2026-10-02
9. 9
   The AMD timer can start at Line Connect (faster, less accurate) or Speech Start (more accurate, slower).

   Create a call analysis response · AMD timer start · Checked 2026-10-02
10. 10
    Genesys states automatic time zone mapping might not satisfy rules in all North American countries and customers might need to take other compliance actions.

    Automatic time zone mapping overview · Compliance note · Checked 2026-10-02
11. 11
    With automatic time zone mapping, mapped contacts are dialled only between 8:00 AM and 9:00 PM consumer local time, stopping at 8:59 PM as a one-minute buffer.

    Automatic time zone mapping overview · Dialing window · Checked 2026-10-02
12. 12
    Automatic time zone mapping maps contacts from NANP area codes and optionally US ZIP or Canadian postal codes, and is offered in the US, CA and EU AWS regions.

    Automatic time zone mapping overview · Overview; supported regions · Checked 2026-10-02
13. 13
    If automatic time zone mapping cannot map a record, the system dials it only between 2:00 PM and 8:00 PM Eastern time.

    Automatic time zone mapping overview · Records that cannot be mapped · Checked 2026-10-02
14. 14
    With beep detection enabled, a transfer action on an answering machine result waits until after the voicemail beep.

    Create a call analysis response · Beep detection · Checked 2026-10-02
15. 15
    Rules, contactable times and do-not-contact actions are not applied to scheduled callbacks.

    Contactable time sets overview · Note on scheduled callbacks · Checked 2026-10-02
16. 16
    Creating a campaign in any dialing mode requires Outbound > Campaign Add, Delete, Edit and Search, Routing > Queue Search, Scripter > Publishedscripts View and Outbound > Contactlist Search; non-preview modes also need Outbound > Responseset View.

    Create a new campaign · Prerequisites (permission list) · Checked 2026-10-02
17. 17
    A campaign carries a priority from 1 to 5 that sets how calls are distributed relative to other campaigns; the predictive campaign editor defaults it to 5.

    Create a new campaign · Set priority · Checked 2026-10-02
18. 18
    For each of the Answering Machine and Live Voice results a response set chooses one action: Hangup, Transfer (to the campaign queue) or Transfer to Outbound Flow.

    Create a call analysis response · Call analysis results and actions · Checked 2026-10-02
19. 19
    Genesys does not recommend sending live voice to an Architect flow except in agentless campaigns, because it disrupts pacing and the target abandon rate.

    Create a call analysis response · Call analysis results and actions (note) · Checked 2026-10-02
20. 20
    Call analysis response sets are created under Menu > Digital and Telephony > Outbound > Call Analysis Responses and need Outbound > Responseset Add, Delete, Edit, View plus Architect > Flow Search.

    Create a call analysis response · Prerequisites; procedure step 1 · Checked 2026-10-02
21. 21
    A contact list holds at most one million contacts and an organisation at most five million.

    Outbound campaign limits · Contact list rows · Checked 2026-10-02
22. 22
    Contact lists are created under Menu > Digital and Telephony > Outbound > List Management, Contact Lists tab, from a UTF-8 CSV or Excel file with no trailing blank rows.

    Create a new contact list · Procedure · Checked 2026-10-02
23. 23
    A contact list may designate at most 10 phone number columns, each with a type such as home, work or cell.

    Create a new contact list · Phone number columns · Checked 2026-10-02
24. 24
    Choosing a unique identifier column when creating a contact list is what allows later appends to update existing records.

    Create a new contact list · Advanced options, unique identifier · Checked 2026-10-02
25. 25
    An organisation may dial at most 15 calls per second by default; raising this needs a care case with business justification.

    Outbound settings · Calls per second · Checked 2026-10-02
26. 26
    With a contactable time set assigned, the system does not select a number whose time zone is missing from the set or whose current local time is outside its window.

    Contactable time sets overview · How contactable times are applied · Checked 2026-10-02
27. 27
    The outbound campaign details view shows Compliance Abandon Rate, True Abandon Rate, Connect Rate and the wrap-up distribution for a running campaign.

    Outbound campaign details view · Campaign statistics · Checked 2026-10-02
28. 28
    Non-preview voice campaigns are tied to a dialing group, either a Site or an Edge Group, and to an outbound lines distribution given as a line count or a weight.

    Create a predictive dialing campaign · Dialing Group; Outbound Lines Distribution fields · Checked 2026-10-02
29. 29
    An internal DNC entry's expiration date cannot be more than 180 days in the future, and entries cannot be deleted, only expired.

    Create a new internal DNC list · Limitations · Checked 2026-10-02
30. 30
    Because internal DNC entries can carry an expiry, a subscriber's company-specific do-not-call request should be loaded without an expiry date rather than relying on a 180-day expiry.inferred

    Create a new internal DNC list · Expiration date option, read against 47 CFR 64.1200(d) · Checked 2026-10-02
31. 31
    DNC entries must use the same number format as the contact list; if contact numbers carry +1 the DNC entries must too.

    Create a new internal DNC list · Format note · Checked 2026-10-02
32. 32
    An internal DNC list is created under Outbound > List Management, Do Not Contact Lists tab, by choosing type Internal and contact method Phone and uploading a CSV with mapped phone columns.

    Create a new internal DNC list · Procedure steps 1-8 · Checked 2026-10-02
33. 33
    The outbound flow a campaign uses is selected in the call analysis response, not inside the Architect flow.

    Outbound flows overview · Outbound flows overview · Checked 2026-10-02
34. 34
    An Architect outbound flow requires a contact list and a default wrap-up code, which can be overridden in the flow with a Set Wrapup Code action.

    Outbound flows overview · Outbound flows overview, requirements · Checked 2026-10-02
35. 35
    Force Stop clears outstanding interactions that keep a campaign from turning off, ending them with wrap-up code ININ-OUTBOUND-CAMPAIGN-FORCED-OFF and bypassing wrap-up rules.

    Voice campaigns view · Force Stop · Checked 2026-10-02
36. 36
    The organisation-wide Maximum Calls Per Agent setting limits simultaneous campaign calls per agent to a value between 1.0 and 15.0.

    Outbound settings · Maximum Calls Per Agent · Checked 2026-10-02
37. 37
    The campaign no-answer timeout ranges from 15 to 60 seconds and defaults to 30 seconds.

    Create a predictive dialing campaign · No-Answer Timeout field · Checked 2026-10-02
38. 38
    Genesys says Ofcom requires that a record previously abandoned not be called again within 72 hours, enforced with callback rules for abandoned calls.

    Genesys Cloud and Ofcom compliance · Abandoned calls; callback rules · Checked 2026-10-02
39. 39
    For Ofcom compliance Genesys advises configuring an Architect message for system-abandoned calls that says who called and why and gives a number to call back.

    Genesys Cloud and Ofcom compliance · Abandoned calls · Checked 2026-10-02
40. 40
    Genesys's Ofcom guidance advises disabling answering machine detection in outbound campaigns and using auto answer with persistent connections so calls reach agents within 2 seconds.

    Genesys Cloud and Ofcom compliance · AMD; agent configuration · Checked 2026-10-02
41. 41
    The outbound campaign limits article recommends at least 15 agents for a power campaign.disputed

    Outbound campaign limits · Agent recommendations row · Checked 2026-10-02
42. 42
    The dialing modes article recommends at least 10 to 15 agents for a power campaign.disputed

    Dialing modes · Power · Checked 2026-10-02
43. 43
    Power mode places several calls per idle agent and adjusts its pace dynamically against the campaign's abandon threshold, so it carries a higher abandonment risk than progressive.

    Dialing modes · Power · Checked 2026-10-02
44. 44
    Pre-call rules test a contact column, contact property, phone number, phone type or date and time, and can set caller ID, skip the number, update a contact column or make the call a preview call.

    Pre-call rules for voice campaigns · Conditions; actions · Checked 2026-10-02
45. 45
    For preview calls, pre-call DNC rules are evaluated before the preview is routed and again before the call is placed after the agent clicks Begin Call.

    Pre-call rules for voice campaigns · Preview calls note · Checked 2026-10-02
46. 46
    If a pre-call rule evaluation fails, the system does not place the call.

    Pre-call rules for voice campaigns · Failure handling note · Checked 2026-10-02
47. 47
    In progressive mode, enabling precise dialing lets the dialer reserve an agent before placing a call, which lowers the risk of abandonment.

    Dialing modes · Progressive · Checked 2026-10-02
48. 48
    Genesys recommends at least 15 agents for a predictive campaign, and agents logged into several campaigns count only fractionally toward that number.

    Dialing modes · Predictive · Checked 2026-10-02
49. 49
    A predictive campaign's agent script must contain at least one Set Stage action, which the system uses to predict when an agent will finish the current call.

    Create a predictive dialing campaign · Agent Script field · Checked 2026-10-02
50. 50
    A preview campaign has toggles for Allow Skipping of Preview Calls, Enable Preview Auto Answer and Enable Preview Auto End; with skipping disabled an agent cannot skip a preview number.

    Create a preview campaign · Preview dialing settings · Checked 2026-10-02
51. 51
    In preview mode the agent reviews the contact record before the call is placed, which eliminates call abandonment but is the least efficient mode.

    Dialing modes · Preview · Checked 2026-10-02
52. 52
    A preview campaign does not need a call analysis response set or a dialing group, because the agent places the call and judges the outcome.inferred

    Create a preview campaign · Required fields list · Checked 2026-10-02
53. 53
    Turning on Enable Preview Timer dials the contact automatically after a fixed preview time, which must be between 1 second and 20 minutes.

    Create a preview campaign · Enable Preview Timer · Checked 2026-10-02
54. 54
    Progressive mode dials one contact per available agent and runs call analysis before connecting the call to an agent.

    Dialing modes · Progressive · Checked 2026-10-02
55. 55
    Recycle restarts campaign dialing from the first contact record.

    Voice campaigns view · Recycle · Checked 2026-10-02
56. 56
    The Reschedule Time Zone Skipped Contacts setting automatically reschedules a record or number skipped for time zone reasons to the next time it may be dialled.

    Outbound settings · Reschedule Time Zone Skipped Contacts · Checked 2026-10-02
57. 57
    Rule sets attached to a campaign are evaluated left to right.

    Create an agentless campaign · Rule sets field · Checked 2026-10-02
58. 58
    A campaign with Always Running enabled should not be added to a campaign sequence.

    Create a campaign sequence · Note in procedure · Checked 2026-10-02
59. 59
    A campaign sequence is created on the Campaign Management Sequences tab, must contain two or more campaigns and can be set to repeat indefinitely.

    Create a campaign sequence · Procedure · Checked 2026-10-02
60. 60
    Multiple campaigns can run from the same ACD queue, and agents can take part in several campaigns at once.

    Create a new campaign · Assign a queue; multiple campaigns notes · Checked 2026-10-02
61. 61
    A Genesys Cloud voice campaign uses one of six dialing modes: agentless, power, predictive, preview, progressive or external calling.

    Create a new campaign · Select a dialing mode · Checked 2026-10-02
62. 62
    47 CFR 64.1200(a)(7) prohibits abandoning more than three percent of telemarketing calls answered live by a person, measured over a 30-day period.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(a)(7) · Checked 2026-10-02
63. 63
    47 CFR 64.1200(c)(1) bars telephone solicitations to residential subscribers before 8 a.m. or after 9 p.m. local time at the called party's location.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(c)(1) · Checked 2026-10-02
64. 64
    47 CFR 64.1200(d)(3) requires a residential subscriber's do-not-call request to be honoured within a reasonable time not exceeding ten business days.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(d)(3) · Checked 2026-10-02
65. 65
    47 CFR 64.1200(b) requires an artificial or prerecorded voice message to state the caller's identity at the start and give its telephone number during or after the message.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(b)(1)-(2) · Checked 2026-10-02
66. 66
    Under 64.1200(a)(7) a call is abandoned if not connected to a live sales representative within two seconds of the called person's completed greeting, and an abandoned call must get a prerecorded message identifying the seller with an opt-out.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(a)(7)(i) · Checked 2026-10-02
67. 67
    In the Voice campaigns view the Status column toggle runs or pauses a campaign, and an invalid configuration shows an error indicator in place of the toggle.

    Voice campaigns view · Status column · Checked 2026-10-02
68. 68
    To use contactable time sets each phone column needs a matching time zone column, and time zone columns cannot be added after the contact list is created.

    Contactable time sets overview · Contact list requirements · Checked 2026-10-02
69. 69
    Voice campaigns are created under Menu > Digital and Telephony > Outbound > Campaign Management, Voice Campaigns tab, Create New, where the dialing mode is chosen.

    Create an agentless campaign · Create an agentless campaign, steps 1-3 · Checked 2026-10-02
70. 70
    A wrap-up code mapping can flag Contact Uncallable (all numbers, persisting across runs and campaigns on the same list), Number Uncallable (the dialled number) or Right Party Contact (stop dialling that contact's other numbers in this campaign).

    Set wrap-up code mappings for outbound dialing · Terminating classifications · Checked 2026-10-02
71. 71
    A Right Party Contact mapping also takes a business category of Success, Neutral or Failure, defaulting to Neutral.

    Set wrap-up code mappings for outbound dialing · Business categories · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Setting up outbound campaigns in Genesys Cloud. WarmTransfer. https://warmtransfer.net/guides/genesys-cloud-outbound-campaign-setup

@misc{warmtransfer-genesys-cloud-outbound-campaign-setup,
  title  = {Setting up outbound campaigns in Genesys Cloud},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/genesys-cloud-outbound-campaign-setup},
  note   = {Verified 2026-10-02}
}