Outbound — Contact Lists & DNC Topic Detail Navigation Admin → Outbound → Contact Lists and Admin → Outbound → DNC Lists Purpose Manage the lists of contacts to dial and the numbers that must never be dialed Max contacts per org 5,000,000 Max contacts per list 1,000,000 Max DNC records per list 1,000,000 Max DNC records per org 2,000,000 ✅ Verified against Genesys Cloud Resource Center — March 2026 Contact Lists A contact list is the "phone book" for a campaign — it contains the names, phone numbers, and custom data fields for every person the campaign will attempt to reach. Contact List Structure Field Detail Columns Up to 50 columns per list Phone number columns Up to 10 phone number columns per list (e.g., mobile, home, work) Column header character limit 128 characters Column entry character limit 512 characters Phone number format Minimum 10 digits, E.164 format required One campaign at a time A contact list can only be on one running campaign at a time Creating a Contact List Navigate to Admin → Outbound → Contact Lists Click Create Name the contact list Define columns — at minimum one phone number column Select the phone number column type for each phone column Click Save Importing Contacts Open the contact list Click Import Upload a CSV file — columns must match the list definition The system validates and imports contacts 💡 Contact lists can be generated from CRM or marketing systems and uploaded on a one-time, recurring, or trigger-based basis. Contact List Filters Contact list filters allow you to run a campaign against a subset of a contact list without creating a separate list: Filter by any column value (e.g., only contacts in a specific state or with a specific status) Assigned to a campaign in the Campaign Editor Up to 1,000 contact list filters per org Attempt Controls Attempt controls limit how many times a contact or phone number can be called, preventing excessive re-dialing. Setting Description Max attempts per phone number Stop calling a specific number after N attempts Max attempts per contact Stop calling the entire contact record after N total attempts Recall time How long to wait before retrying a contact Reset period After this period, the attempt counter resets (e.g., every 24 hours) Phone type-specific limits February 2026 update — configure different attempt limits per phone type (mobile, home, work) 💡 February 2026 update: Administrators can now set phone type-specific attempt limits, extend recall times, and adjust reset periods with greater precision. DNC Lists (Do Not Call) A DNC list is a data source of phone numbers that must never be dialed by any campaign. The system checks contact phone numbers against all assigned DNC lists before placing each call. Types of DNC Type Description Internal DNC Organization's own DNC list — uploaded and managed in Genesys Cloud Campaign-specific DNC Assigned to specific campaigns only Wrap-up triggered DNC Agent selects a wrap-up code that automatically adds a number to DNC Contact-level DNC Agent or system flags an entire contact (not just a number) as uncallable Creating a DNC List Navigate to Admin → Outbound → DNC Lists Click Create Name the DNC list Click Save Importing DNC Numbers Open the DNC list Click Import Upload a CSV of phone numbers The system validates and imports Assigning DNC to a Campaign DNC lists are assigned in the Campaign Editor during campaign configuration. A campaign can have multiple DNC lists assigned — all are checked before each dial attempt. Agent-Triggered DNC To allow agents to add numbers to DNC during a call: Configure a wrap-up code mapped to the DNC action Or include a DNC button in the agent Script The number is immediately flagged and will not be dialed again Callable Time Sets Callable time sets define when a campaign is allowed to dial for each time zone. This works alongside ATZM to ensure compliance with regulations like the Telephone Consumer Protection Act (TCPA). Feature Description Navigation Admin → Outbound → Callable Time Sets Purpose Define allowed dialing hours by day of week and time zone Integration Assigned to a campaign — overrides or supplements ATZM defaults Override Callable times can be overridden; callable days cannot Contact Management During a Campaign Action Description Dynamic queueing Contacts are re-sorted at attempt time — most current data is used Filter changes honored If a contact list filter changes during a running campaign, the campaign honors the update Skip time zone contacts Contacts outside the callable window are skipped and optionally rescheduled via ATZM Mark uncallable A wrap-up code or call rule can flag a number or entire contact as permanently uncallable Interview Cheat Sheet Question Answer Max contacts per org? 5,000,000 Max contacts per contact list? 1,000,000 Max DNC records per list? 1,000,000 Max DNC records per org? 2,000,000 Max phone number columns per contact list? 10 Can a contact list be on multiple running campaigns? No — only one running campaign at a time What format must phone numbers use? E.164 format, minimum 10 digits What is an Attempt Control? Limits on how many times a contact or number can be dialed What does a DNC list do? Prevents listed numbers from being dialed by any campaign it is assigned to How can agents add a number to DNC? Via wrap-up code mapped to DNC action, or DNC button in agent script