Create a set of rules

AI-generated summary

Genesys Cloud enables organizations to create and manage comprehensive rule sets for outbound communications, supporting up to 1,000 rule sets per type with full lifecycle management capabilities including creation, editing, reordering, copying, and deletion. The platform supports both call rule sets and digital rule sets, accessible through the Admin interface under Outbound > Rule Management, where users can assign descriptive names containing spaces, numbers, and special characters, and optionally select contact lists and queues to display relevant column names, phone number types, and wrap-up codes during rule configuration. Rule sets evaluate phone number values and can optionally reference contact lists to ensure compatibility across matching columns. While contact list selection is optional for rules that only evaluate phone number values, selecting a contact list is recommended in practice to allow the application to display column names and phone number types when creating rules, ensuring compatibility across contact lists with matching columns. Users can save rule sets before adding rules by clicking Save, or immediately add rules by clicking Save and Add Rules, which opens the Add Digital Rule page for defining conditions and actions. However, the Save and Add Rules button is disabled for users with View and Add Rule Set permissions but without edit permissions. Required permissions for rule set management include Outbound > Ruleset (Add, Delete, Edit, View), Outbound > Contactlist (Search), Routing > Queue (Search), and Routing > Wrapupcode (Search). When the 1,000 rule set threshold is exceeded, an error message appears and users must delete obsolete sets before saving new configurations. This framework enables organizations to establish flexible and scalable outbound communication strategies tailored to operational requirements.

PrerequisitesClick to expand

Create a set of call rulesClick to expand

Click Admin.
Under Outbound, click Rule Management.
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 Admin.
Under Outbound, click Rule Management.
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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