Outbound Dialing — Overview & Settings Topic Detail Navigation Admin → Outbound or Menu → Digital and Telephony → Outbound Purpose Configure and run automated outbound call and messaging campaigns to contact lists of customers Dialing Modes Preview, Progressive, Power, Predictive, Agentless, External Campaign Types Voice Campaigns, Digital Campaigns (SMS/Email/WhatsApp) ✅ Verified against Genesys Cloud Resource Center — March 2026 Outbound Module Overview Outbound in Genesys Cloud allows organizations to proactively reach customers through automated dialing campaigns. The system manages who to call, when to call them, how to dial, and what happens based on the result — including compliance controls like Do Not Call (DNC) lists and callable time windows. Key Outbound Objects Object Description Contact Lists The list of people to contact — phone numbers, names, and custom data fields DNC Lists Do Not Call lists — numbers the system will never dial Campaigns The configuration that defines dialing mode, contact list, queue, rules, and schedule Attempt Controls Limits on how many times a contact can be attempted Callable Time Sets Time windows defining when dialing is allowed (by time zone) Call Analysis Response Tables Rules for what to do when a live person, answering machine, or busy signal is detected Rule Sets Logic-based call rules and campaign rules applied during dialing Campaign Sequences Chained campaigns that run in order — start/stop the sequence instead of individual campaigns Wrap-Up Code Mappings Maps agent wrap-up codes to campaign outcomes (e.g., "Resolved" = stop calling this contact) Outbound Settings (Org-Level) Admin → Outbound → Outbound Settings These settings apply to all campaigns in the organization. Setting Description Default / Limit Max Calls Per Agent Maximum simultaneous outbound calls placed per available agent 1.0–15.0 Max Line Utilization Percentage of Edge lines available for outbound campaigns Configurable Compliance Abandon Threshold Seconds allowed before a queue-transferred call is classified as a Compliance Abandon 2 seconds default Calls Subject to Compliance Abandon Rate Choose: All Calls or Calls That Reached the Queue Configurable Reschedule Time Zone Skipped Contacts Automatically reschedules contacts skipped due to time zone restrictions Optional Max Calls Per Second (CPS) Maximum calls dialed per second across the entire org 15 CPS default — increase via Care case ⚠️ Each Edge handles up to 350 lines. To increase CPS beyond 15, open a Genesys Care case with telephony model and business justification. Turnaround is typically 10 business days. Outbound Organization Limits Object Limit Simultaneous voice campaigns running 50 Simultaneous digital campaigns running 25 Skills-based dialing campaigns 5 Max contacts per organization 5,000,000 Max contacts per contact list 1,000,000 Max DNC records per DNC list 1,000,000 Max DNC records per org 2,000,000 Max contact list columns 50 Max phone number columns per list 10 Max queue members (skills-based dialing) 500 Max queue members (agent-owned campaign) 200 Max queue members (any campaign) 1,000 Campaign priority range 1 (lowest) to 5 (highest) Preview campaign duration 1 second to 20 minutes Callback advance scheduling Up to 30 days Phone number minimum digits 10 digits, E.164 format Schedules per campaign 1 Schedule intervals per campaign 500 Automatic Time Zone Mapping (ATZM) ATZM automatically assigns a time zone to each contact record based on their phone number or postal code, ensuring calls are only placed during compliant hours. Setting Default Mapped contacts calling window 8:00 AM – 9:00 PM local time Unmapped contacts calling window 2:00 PM – 8:00 PM EST Supported countries United States (default), Canada (opt-in) ⚠️ ATZM from outside North America to dial North American numbers requires the Genesys Cloud org to reside in a North American AWS region. Canadian postal codes must use the format A1A 1A1 (7 characters with space after 3rd character). Campaign Priority When multiple campaigns share the same queue, Priority (1–5) determines proportional call distribution: Higher priority campaigns receive more calls per agent over time Equal priority campaigns share lines proportionally Agents participate automatically in multiple campaigns via shared queues Access Control (Divisions) Outbound campaigns support division-based access control — different admin teams can be restricted to manage only their own campaigns: Assign the Outbound Admin role to a group Assign a specific Division to that role Only campaigns in that division are visible and manageable by that group Interview Cheat Sheet Question Answer Where are org-level outbound settings configured? Admin → Outbound → Outbound Settings What is the default CPS limit? 15 calls per second — increase via Care case What is the default compliance abandon threshold? 2 seconds What is ATZM? Automatic Time Zone Mapping — assigns time zones to contacts to enforce compliant calling windows Default calling window for mapped contacts? 8:00 AM – 9:00 PM local time Default calling window for unmapped contacts? 2:00 PM – 8:00 PM EST Max contacts per org? 5,000,000 Max contacts per contact list? 1,000,000 How many voice campaigns can run simultaneously? 50 How many digital campaigns can run simultaneously? 25