Respond to outbound dialing interactions


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 outbound dialing campaigns. When an outbound dialing interaction is routed to your queue, you can pick it up like any other interaction.

Tip: 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.

  1. Click Pickup as the outbound dialing interaction is alerting.
    Note: Interaction Log  does not appear on interactions in the Genesys Cloud for Chrome or Genesys Cloud for Firefox client.

    Outbound dialing interaction alerting

  2. When the interaction connects, the Callback Info window opens.

    The client displays an outbound dialing number. If there is more than one outbound dialing number, then the numbers appear in a list.

    If your administrator enabled the timer for preview calls, the client displays a timer that counts down the amount of time that remains to preview a call. When the timer reaches zero, then the integration automatically places the call.

    If the campaign is a preview campaign configured to allow you to skip interactions, then you can click Skip. When you click Skip, the outbound dialing interaction disappears from your interaction list. A skipped outbound dialing interaction does not go back in queue.

    For all other campaign types, or if your administrator did not configure the skip functionality for preview campaigns, the Skip button is unavailable.

    Window with outbound dialing numbers

  3. Select a number from the list. Click Make Call at the bottom of the client.

    The call dials. If the call connects, then a call interaction appears on your interaction list. Full call controls are available as with any call.

    Some interactions have scripts that appear in a separate Interactions window. To open an Interactions window or bring an open Interactions window to the front of other browser windows, click Script. When the Interactions window is open or accessible, the Script icon changes from black to orange.

    Outbound dialing interaction number connected

  4. To end the call, click Disconnect.

    You are disconnected from the call and the Wrap-up window automatically opens.

    If your administrator enabled time-boxed after-call work, then a timer appears in your Wrap-up window.

    Note: If call logging is disabled, then the Notes section appears in the Wrap-up window.

    Wrap-up window

  5. To complete wrap-up work, select a wrap-up code in the client or in the Interactions window and click Done.

    If you close the Wrap-up window without clicking Done, the Wrap-up icon turns red, indicating that you need to complete wrap-up work. You cannot complete the outbound dialing interaction until you select the wrap-up code. Outbound dialing interaction number connected

    If your administrator enabled the timer for preview calls and more than one number exists for a customer, a timer appears on the interaction. Either click Callback Info to place a call to another number or click Disconnect to disconnect the interaction.

    Note: If you do not click Callback Info or disconnect the interaction before the timer expires, then the first number in the list dials.

    Outbound dialing interaction number connected with timer

  6. To complete the outbound dialing interaction, click Disconnect.

    The outbound dialing interaction deallocates from your interaction list. In the example, the Script icon remains orange, indicating that the Interactions window is open or accessible.

    Outbound dialing interaction disconnected

For more information, see About outbound dialing and Preview outbound dialing campaigns.

For more information about the integrations, see About the Genesys Cloud browser extensionsAbout Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.