Create a set of rules

AI-generated summary

et (Add, Delete, Edit, View), Outbound Contactlist (Search), Routing Queue (Search), and Routing Wrapupcode (Search) capabilities to perform these functions. Call rule sets are created by navigating to Menu > Digital and Telephony > Outbound > Rule Management, selecting the Call Rule Sets tab, and clicking Create New. Users enter a descriptive rule set name supporting spaces, numbers, and special characters, and optionally select a contact list and queue to enable the system to display compatible column names, phone number types, and associated wrap-up codes. Digital rule sets follow a similar creation process accessed through the Digital Rule Sets tab, where users enter a descriptive name and optionally select a contact list for enhanced compatibility information. Both rule set types must be saved before adding rules; users can either save without immediately defining rules or select "Save and Add Rules" to proceed directly to rule configuration. The system enforces a maximum limit of 1,000 rule sets per organization for each type. Permission restrictions apply: users with View and Add Rule Set permissions but no edit permissions cannot access the "Save and Add Rules" button. When the maximum limit is reached, users must delete obsolete rule sets before creating new configurations. The platform provides comprehensive rule management functionality, including the ability to create, edit, reorder, and delete rule sets, as well as add individual rules within sets. Users can apply single call rule sets with multiple rules as an alternative to managing multiple separate rule sets. The system supports outbound dialing capabilities with associated rule management features. Additional resources are available through community support, and users can provide feedback on documentation through role-based feedback mechanisms aligned with Genesys Cloud's privacy policy.

PrerequisitesClick to expand

Create a set of call rulesClick to expand

Click Menu > Digital and Telephony > Outbound > Rule Management.
Go to the Call Rule Sets tab, then click Create New.
In the Call Rule Set Name box, type a descriptive name. Names can contain spaces, numbers, and special characters.
Optionally, select a contact list and queue.
If you intend to add only rules that evaluate the value of the telephone number, then you do not need to select a contact list. But in practice, it is common to create rules that evaluate the value of a contact list column, or that examine the type of phone number.
Selecting a contact list allows the application to display column names and phone number types later, when you create rules. Your rules are then compatible with any contact list that contains the same columns. Similarly, if you intend to create wrap-up rules, select a queue so that the application can display a list of wrap-up codes associated with that queue.
If you do not make selections now, you can do so later.
Save a new rule set before you add rules to it.
- To save the rule set without defining rules now, click Save. The system adds the new rule set to the Call Rule Sets view. Later, you can edit the rule set and add rules to it.
- To save the rule set and add rules now, click Save and Add Rules. The Add Call Rule page appears so that you can set the conditions and actions for a new rule. See Add a rule for procedural instructions.
  Notes:
  - The Save and Add Rules button is disabled for users who have View and Add Rule Set permissions, but no permission to edit.
  - An error message appears if the new call rule set exceeds the maximum limit count of 1,000. Delete old or obsolete call rule sets as needed, and click Save again to complete the new call rule set configuration.

Create a set of digital rulesClick to expand

Click Menu > Digital and Telephony > Outbound > Rule Management.
Go to the Digital Rule Sets tab, and then click Create New.
In the Digital Rule Set Name box, type a descriptive name. Names can contain spaces, numbers, and special characters.
Optionally, select a contact list.
If you intend to add only rules that evaluate the value of the phone number, then you do not need to select a contact list. But in practice, it is common to create rules that evaluate the value of a contact list column, or that examine the type of phone number.
Selecting a contact list allows the application to display column names and phone number types later, when you create rules. Your rules are then compatible with any contact list that contains the same columns.
If you do not make a selection now, you can do so later.
Save a new rule set before you add rules to it.
- To save the rule set without defining rules now, click Save. The system adds the new rule set to the Digital Rule Sets view. Later, you can edit the rule set and add rules to it.
- To save the rule set and add rules now, click Save and Add Rules. The Add Digital Rule page appears so that you can set the conditions and actions for a new rule. See Add a rule for procedural instructions.
  Notes:
  - The Save and Add Rules button is disabled for users who have View and Add Rule Set permissions, but no permission to edit.
  - An error message appears if the new digital rule set exceeds the maximum limit count of 1,000. Delete old or obsolete digital rule sets as needed, and click Save again to complete the new digital rule set configuration.

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