Outbound settings
The following permissions:
- Outbound > Settings > Edit
- Outbound > Settings > View
The Automatic Time Zone Mapping feature requires that when using ATZM from outside North America to dial North American phone numbers, the organization (Org) attempting to make the phone call must be located in one of the North American AWS regions.
Configure outbound campaign call settings, including automatic time zone mapping settings, that apply to all campaigns in your organization.
- Click Admin.
- Under Outbound, click Outbound Settings.
Outbound settings
In the Outbound Settings section of the page, you can configure the following call settings:
| Setting | Description |
|---|---|
| Max Calls Per Agent | Limit the maximum number of outbound campaign calls that the system can place for an agent at a time. Enter a value equal to or less than the maximum of 15. |
| Max Line Utilization |
Changes the percentage of the maximum number of outbound lines that the system can use. For example, to leave 40 percent of the lines available for inbound calls and use 60 percent for outbound campaign calls, set the value to 60. This setting applies only to campaigns that specify Edge groups or Sites. It does not apply to preview campaigns. For campaigns, the system assumes that each Edge can handle a maximum of 300 lines. Example: a customer has two Edges assigned for a campaign, and each Edge has 300 lines. If Max Line Utilization is set at 75 percent, only 450 lines will be used out of 600 total. |
| Compliance Abandon Threshold (in seconds) | Change the allowable amount of time (threshold) for an agent to answer a call transferred to a queue before the system considers the call a Compliance Abandon. Type a value in seconds. The default is two seconds. For more information, see Outbound abandoned calls. |
| Calls Subject to Compliance Abandon Rate |
Change the group of calls subject to the Compliance Abandon rate calculation. Select All Calls or Calls that reached the queue. For all calls, the calculation is: abandon calls/all calls, including, for example, busy and no answer. For calls that reached the queue, the calculation is: abandon calls/only the calls transferred to the queue, usually live voice calls. |
| Reschedule Time Zone Skipped Contacts |
Genesys Cloud skips records that cannot be contacted due to the time zone identified for the contact or phone number. Reschedule Time Zone Skipped Contacts automatically reschedules the record or phone number to the next appropriate time the system can attempt to dial the contact. For more information, see Reschedule time zone skipped contacts. |
Automatic time zone mapping settings
If you use automatic time zone mapping to assign time zones to records, you can use the Automatic Time Zone Mapping settings to override the default dialing window here. You can also configure contactable time sets. For more information, see Contactable time sets overview.
Note: You can override callable times only; you cannot override callable days.
| Setting | Description |
|---|---|
| Supported Countries |
Select the countries for the contacts used in your outbound call campaign. Note: If you do not select anything, time zone mapping uses United States zip codes and area codes by default. Match your selection to the data in your contact lists. For example, if your contact lists have only Canadian contacts, select only Canada. If your contact lists have both United States and Canadian contacts, select both. Canadian data now includes full support for postal codes and area codes, including Newfoundland. Canadian postal codes in your contact lists must be in the proper format. This is 7 digits with a space after 3 digits, for example,
A1A 1A1. |
| Callable window for mapped contacts |
When the system successfully maps a time zone to a record, the default dialing window is set to 8:00 AM – 9:00 PM local time. To override this calling window, define the Earliest Callable Time and the Latest Callable Time. |
| Callable window for unmapped contacts |
When the system cannot successfully map a time zone to a record (because, for example, the phone number is not a valid NANP number), the calling window defaults to a compliant dialing window of 2:00 PM – 8:00 PM EST. To override this dialing window, define the Earliest Callable Time, the Latest Callable Time, and the corresponding Time Zone (the customer’s local time zone). |
For more information about automatic time zone mapping:
| To … | See … |
|---|---|
| Read more about time zone mapping | Automatic time zone overview |
| View automatic time zone mapping examples | Automatic time zone mapping examples |
| View automatic time zone mapping results preview |
Automatic time zone mapping preview
|
| Enable automatic time zone mapping (video) |
