Accept or skip an outbound campaign call

For outbound campaigns that involve manual dialing, an administrator can configure either a preview campaign or an external calling campaign.  

In preview mode, the agent can see the contact’s information and the script before dialing and then choose to accept or skip the call. If the agent chooses to accept the call, Genesys Cloud dials the number.

To answer or skip previewed calls:

  1. Log in as an agent and go on queue
    The Interactions panel opens. Calls appear in the Active Interactions list. The contact’s information and script appear in the Interactions window. For more information about scripts, see Use scripts
  2. To dial the contact, click Begin Call. Genesys Cloud dials the number.
    Notes:
    • To skip the call and see the next contact, click Skip. If your administrator has disabled the Skip feature, you cannot skip a call. 
    • If a timer appears, Genesys Cloud automatically dials the contact when the timer counts down to zero if you do not click Begin Call or Skip.
  3. To complete the call with a script, click Use the script.
  4. End the call and complete after call work (ACW).
  5. To complete the interaction, click Done.

An external calling campaign is similar to a preview campaign, except that agents cannot place campaign calls through Genesys Cloud. When a contact is presented to an agent, the agent copies the phone number to a third-party desktop dialer, such as Gryphon Networks, and dials the call from there. 

To answer or skip external calls:

  1. Log in as an agent and go on queue
    The Interactions panel opens. Similar to preview campaigns, the interaction panel displays active calls, the contact’s information, and a script. But for external calling campaigns, a message alerts agents to dial all calls externally, and Copy  replaces the Begin Call button.
  2. To dial the contact, next to the contact’s phone number, click Copy .
    To skip the call and see the next contact, click Skip. If Administrators have disabled Skip, you cannot skip a call. 
  3. Open a third-party desktop dialer, such as Gryphon Networks, and paste the contact’s phone number onto the dial pad.
  4. Use the script to complete the call.
  5. End the call and complete after call work (ACW).
  6. To complete the interaction, click Done.

Note: Admins cannot enable a preview timer for external calling campaigns. For more information about eternal calling campaigns, see Create an external calling campaign.