About outbound dialing in the Genesys Cloud embedded clients


Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

The client supports basic functionality for outbound dialing campaigns. For complete outbound dialing functionality, run Genesys Cloud alongside the client. If you use Genesys Cloud alongside the client, change your settings so that alerting interactions do not ring in both applications. For more information, see Ringing issues for alerting interactions.

The following content applies to Genesys Cloud for Chrome and Genesys Cloud for Firefox.

Outbound dialing (agents)

Genesys Cloud routes outbound dialing interactions to queues. If agents are members of that queue, when the campaign is active and they change to an On Queue status, they receive outbound dialing interactions. Agents pick up the outbound dialing interactions in the client like any other interaction. 


Preview outbound dialing campaigns (agents)

Interactions for preview outbound dialing campaigns work differently from interactions for other types of outbound dialing campaigns.


Screen pop (administrators)

Administrators can customize the screen pop behavior of call interactions with Architect flows.


Scripts (agents)

Agents can use scripts with outbound dialing interactions. 


Scripts (administrators)

Administrators can select scripts on campaigns or add scripts to outbound dialing interactions with Architect flows. 


Additional resources

For more information about the integrations, see the main landing page.

The following content applies to Genesys Cloud Embeddable Framework.

Outbound dialing (agents)

Genesys Cloud routes outbound dialing interactions to queues. If agents are members of that queue, when the campaign is active and they change to an On Queue status, they receive outbound dialing interactions. Agents pick up the outbound dialing interactions in the client like any other interaction. 


Preview outbound dialing campaigns (agents)

Interactions for preview outbound dialing campaigns work differently from interactions for other types of outbound dialing campaigns.


Interaction attributes (administrators) 

Administrators can customize how interaction details appear on interactions in the client. Administrators can also add interaction attributes to call logs.


Scripts (agents)

Agents can use scripts with outbound dialing interactions. 


Scripts (administrators)

Administrators can select scripts on campaigns or add scripts to outbound dialing interactions with Architect flows. 


Additional resources

For more information about the integrations, see the main landing page.

The following content applies to Genesys Cloud for Salesforce.

Outbound dialing (agents)

Genesys Cloud routes outbound dialing interactions to queues. If agents are members of that queue, when the campaign is active and they change to an On Queue status, they receive outbound dialing interactions. Agents pick up the outbound dialing interactions in the client like any other interaction. 


Preview outbound dialing campaigns (agents)

Interactions for preview outbound dialing campaigns work differently from interactions for other types of outbound dialing campaigns.


Interaction attributes (administrators)

Administrators can customize how interaction details appear on the interactions in the client. Administrators can also synchronize interaction attributes to the Salesforce activity records. Limitations exist with Lightning Experience.


Screen pop (administrators)

Administrators can customize the screen pop behavior of call interactions with Architect flows.


Scripts (agents)

Agents can use scripts with outbound dialing interactions. 


Scripts (administrators)

Administrators can select scripts on campaigns or add scripts to outbound dialing interactions with Architect flows. 


Additional resources

For more information about the integration, see the main landing page.

The following content applies to Genesys Cloud for Zendesk.

Outbound dialing (agents)

Genesys Cloud routes outbound dialing interactions to queues. If agents are members of that queue, when the campaign is active and they change to an On Queue status, they receive outbound dialing interactions. Agents pick up the outbound dialing interactions in the client like any other interaction. 


Preview outbound dialing campaigns (agents)

Interactions for preview outbound dialing campaigns work differently from interactions for other types of outbound dialing campaigns.


Interaction attributes (administrators)

Administrators can map interaction attributes to Zendesk ticket fields. 


Screen pop (administrators)

Administrators can customize the screen pop behavior of call interactions with Architect flows.


Scripts (agents)

Agents can use scripts with outbound dialing interactions. 


Scripts (administrators)

Administrators can select scripts on campaigns or add scripts to outbound dialing interactions with Architect flows. 


Additional resources

For more information about the integration, see the main landing page.