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 |