Contact lists view

AI-generated summary

Genesys Cloud provides comprehensive contact list management capabilities for outbound dialing campaigns through a table-based system that organizes customer information and phone numbers for agent use. Contact lists contain essential customer data and can be unique to specific campaigns or shared across multiple campaigns, with filters recommended to prevent overlaps and exclude internal organizational phone numbers or IVR lines that could cause call routing loops and operational failures. The platform supports multiple phone number fields per contact with designated types (cell, home, work) and ensures time zone compliance through dedicated columns or zip code mapping. When multiple phone numbers exist for a single contact, the system attempts the next number immediately upon previous attempt failure, unless a callback was scheduled, in which case no additional numbers are dialed until all callbacks complete. The contact list interface offers robust management features including sequential dialing, automatic callback scheduling, division-based organization with access control, and progress indicators for record uploads. Users can perform bulk actions through checkbox selection, view contact counts, sort by name column, and filter by search functionality. The interface displays comprehensive columns including Name with sortable functionality, Contacts Count with upload progress indicators, Active campaign indicators, Division assignment information, Date Created, Retention Type, Retention Days, Expiration Date, and Time Zone settings. Visual alerts indicate expiration status through yellow rows when less than 24 hours remain and red rows when expired, with automatic hourly deletion of expired lists. Key operational procedures include creating new contact lists, editing existing contacts, assigning lists to campaigns, appending records, downloading contact data, and deleting contact lists. The More menu provides three primary actions: Edit Contacts, Export to download all contacts, and Clear List to remove all contacts. Administrators can select multiple contact lists via checkboxes for batch operations including edit, delete, export, and clear functions. Genesys recommends careful configuration of division assignment and exclusion of internal phone numbers to ensure optimal system performance and compliance with operational requirements.

Use the contact lists view to manage contact lists. Each contact list is a table containing phone numbers to call during a campaign. During calls, the campaign script presents columns from the contact list to the agent as visual controls. When the call ends, information collected or modified by the agent routes back to the contact list.

The contact list is an essential component of any outbound dialing system because it contains customer information and telephone numbers dialed in attempts to reach contacts.

Each campaign can have its own contact list. Campaigns can also share contact lists; campaigns can run with the same contact list at the same time. Genesys recommends that you use contact list filters to avoid contact overlaps.

A contact list can have its own unique field structure, including an arbitrary number of phone number fields.
Each phone number column is associated with a type, such as cell, home, or work. If you restrict dialing to specific times, each phone column in the contact list must have a corresponding time zone column. Alternatively, you can set phone columns, and optionally a zip code column, to determine compliant dialing times.
If a contact record has multiple phone numbers, the next number is attempted immediately if the previous contact attempt fails, unless a callback to a previous number was scheduled. In that case, no other numbers for that contact are dialed until all callbacks are attempted. For more information, see Callbacks in campaigns.
To sort this view, click the Name column. The caret in the Name heading indicates whether the column sorts in ascending or descending order. Filter the list by typing all or part of a name in the search box.
When you set up contact lists in Genesys Cloud, Genesys recommends that you avoid the inclusion of phone numbers that belong to the organization’s users or internal IVR lines. When you include these internal numbers in outbound dialing campaigns, operational issues can occur and can prevent the system from functioning as intended. Genesys Cloud outbound dialing cannot successfully dial into the organization’s internal endpoints, whether an individual user extension or an IVR menu. This behavior can lead to call routing loops or failed call attempts.

Columns in the view

Filter this view by Contact List Name and Division.

Column

Description

Checkboxes

By checking boxes in the first column, administrators select items for processing by an action such as edit or delete.

Contacts Count

When records are uploading to the contact list, the system displays an upload progress indicator.
If the contact list is invalid, an exclamation point appears.
If the contact list is valid and you are not uploading records, the count of records in each contact list displays.

Name

The name of the contact list is a hyperlink; click to open the contact list properties.

If the contact list is being used by a running campaign, the active campaign indicator displays next to the contact list name.

Contact lists configured for automatic time zone mapping have a globe next to the contact list name. Click to preview the mapping results.

Division

This column lists which division a campaign belongs to. If a campaign is not assigned to a custom division, it belongs to the Home division by default. For more information, see and .

Date Created

The time and date when the contact list is created, in UTC time zone.

Retention Type

The retention type that applies to the contact list. For more information, see .

Retention Days

The number of days the contact list exists after it is created. For more information, see .

Expiration Date

The time and date when the contact list expires, in UTC time zone.
When the contact list is less than 24 hours before its expiration, an ! appears in this column, and the row of the contact list changes to a yellow color.
When the contact list expires, an X appears in this column, and the row of the contact list changes to a red color. Expired contact lists are only visible if they are still associated with an object, such as a campaign or a filter. Genesys Cloud automatically attempts to delete expires contact lists every hour, on the hour.

Time Zone

The time zone that applies to the contact list retention settings.

For more actions, from the Contact Lists view, click More . The menu displays the actions: Edit Contacts, Export, and Clear List.

Action	Description
Edit Contacts	To open the contact list editor, click Edit Contacts. For more information, see Edit contacts in a contact list.
Export	To export all contacts, click Export.
Clear List	To delete all contacts from the contact list, click Clear List.

Procedures

[NEXT] Was this article helpful?

Get user feedback about articles.