Add a call rule

Prerequisites: See Create a set of call rules.
  1. Click Admin.
  2. Under Outbound Dialing, click Rule Management.

  3. Click the Call Rule Sets tab.

  4. Click the name of a rule set.

  5. Click Add a New Call Rule.

  6. Type a name in the Call Rule Name box.

  7. Select Pre-Call or Wrap-up from the Category list. This selection configures when the system evaluates the rule. For more information, see Pre-call rules and Wrap-up rules.

  8. Select a condition from the Type list. This condition is the item you want the rule to examine:

    Call Analysis

    Available in wrap-up rule conditions only. Allows you to perform an action when call analysis detects a busy signal, answering machine, live person, or when no one answers the call. For example, you can set the rule action to schedule a callback in 10 minutes if a line is busy.

    The Disposition box allows you to select Busy, Machine, No Answer, or Person. In special cases, you may type a free-form call analysis condition instead. For example, you might type disposition.classification.callable.sit. This feature supports any call analysis disposition that Genesys Cloud Edge may return. For more information, see Call analysis dispositions returned for Genesys Cloud Edge.

    Figure shows how to call back in 10 minutes if a busy signal is detected.

    Contact List Column

    Available in pre-call or wrap-up rule conditions. Contact List Column allows you to compare any column in the contact record to a fixed value. If you are using the Relative Time comparator, see Date-time formats for call rules.

    Contact Property

    Available in pre-call or wrap-up rule conditions. Contact Property has two conditions:

    • Last attempt: Compares the last time that the system attempted to call a contact or a contact number (home, cell, work) to a user-entered relative time (number of days, hours, and minutes in the past).

    • Last wrap-up: Compares the last queue wrap-up code result to a user-entered relative time (number of days, hours, and minutes in the past or the future).

    If the contact list is new or if there are no previous call attempts, the rule evaluates the condition to false and the system does not take the rule action(s).

    The last attempt condition only counts real attempts. Busy, preview skipped, rule skipped, internal error, contactable time blocked, invalid phone number, number uncallable, contact uncallable, and callback disconnect evaluations do not count as attempts.

    Data Action

    Data Action configures a pre-call or wrap-up rule condition to evaluate the result of a data action. To set up this type of rule condition, you select a predefined data action, configure the input data that the action requires, and tell the rule how to evaluate information returned by the action.

    Using data action rule conditions, a rule can evaluate data returned from the Genesys Cloud Public API, Salesforce, ZenDesk, or external REST API endpoints.

    Since data action rule conditions take a few steps to set up, this condition type is more fully discussed in the topic titled Use a rule to evaluate information from a data action. For background information, see Data actions in the About integrations article.

    Phone Number

    Available in pre-call or wrap-up rule conditions. Compares a contact phone number with a user-entered phone number.

    Phone Type

    Available in pre-call or wrap-up rule conditions. Compares the contact’s phone number type with a specific phone number type (home, cell, work, and so on).

    Wrap-up Code

    Available in wrap-up rule conditions only. Wrap-up Code compares the wrap-up code assigned after the call ended to a user-entered wrap-up code. For more information, see Wrap-up codes assigned by outbound dialing.

  9. As applicable for the type selected, choose a contact column, contact property, wrap-up code, or phone type as prompted. For example, if you chose Contact List Column, the system prompts you to select a column name. Select contact property, wrap-up codes, and phone number types in similar ways.

    figure shows selection of specific contact column for a rule

  10. To determine how the system makes the comparison, select a comparison operator (comparator).

  11. Where applicable, type or choose a selection from the Value box. This selection establishes what the system compares a condition to.

  12. In rare situations, you have to invert the expression, so that the system performs its action when the opposite of the expression is true. This inversion is accomplished by setting the Invert Condition switch to Yes. To put it simply, an inverted condition performs actions when the condition is not met.

    If you want to:

    • Perform an action when the condition is met, set Invert Condition = No. This setting is the default.

    • Perform an action when the condition is not met, set Invert Condition = Yes.

      Note: Inverting a wrap-up rule includes system-level wrap-ups in the evaluation.

      When using the “invert condition” on a rule, system-assigned wrap-up codes are invisibly included in the evaluation. Since the user cannot select system-assigned wrap-up codes, they are always “never included” in the set of wrap-up codes that the rule ignores. This can produce unexpected and possibly unintended results.

      If you set up a rule to evaluate whether the wrap-up code isn’t x, y, or z, and then set a rule action, then every busy signal, hang up, skip, line disconnected, and so on, results in triggering the rule action since those system-assigned wrap-up codes are not x, y, or z.

      Due to the way the system currently works internally, it is not safe to assume that only configured wrap-up codes that are not x, y, or z solely triggers the action.

    You now have a fully configured condition. For example:

    Example of a simple rule condition

    For advanced techniques, see Test a contact column for empty, null, or zero values.

  13. (Optional) Click Add New Condition. Repeat steps 2–9 to configure the condition.

    Note: Conditions join with the AND operator, so a call must meet all rule conditions for the overall rule to evaluate True.
  14. Configure actions for this rule to perform when its conditions are met. See Configure rule actions for details.
  15. Click Save.