Outbound dialing roles and permissions

AI-generated summary

covering the Genesys Cloud provides outbound dialing capabilities that require specific roles and permissions for administrators and agents. Administrators need permissions to manage campaigns, lists, schedules, and other outbound features while agents need permissions to access dialer interfaces and make outbound calls. Key permissions include managing campaigns, contacts, and calling hours as well as viewing reports and monitoring campaign activity in real-time. Genesys Cloud's outbound calling features enable sales and marketing teams to efficiently contact leads and customers. Agents with the Outbound Agent role can view and edit contacts, manage do-not-call lists, view event logs, view response sets, view wrap up code mappings, and view their outbound schedules. Managers can additionally create campaigns, rules, and schedules to target contacts and optimize outbound strategies. Key technical details include attempt limits, callable time sets, campaign rules, DNC list management, and integration with Genesys Cloud routing and reporting

To use outbound dialing features, administrators and agents need the permissions described here. For details on Genesys Cloud’s feature permissions, see Roles and permissions overview.

Note: If your organization is configured for divisions, outbound administrators require permissions by division to perform campaign-related actions. See Divisions overview for details.

Outbound administrator

This table lists the outbound permissions available to administrators. By default, the Outbound Admin role and the Outbound > All > All permission include these permissions.

Note: Permission changes can take a few minutes to take effect.

This permission	Allows this action
Outbound > Attemptlimits > Add	Add attempt limits
Outbound > Attemptlimits > Delete	Delete attempt limits
Outbound > Attemptlimits > Edit	Edit attempt limits
Outbound > Attemptlimits > View	View attempt limits
Outbound > Audit > View	View audits
Outbound > Callabletimeset > Add	Add callable time set
Outbound > Callabletimeset > Delete	Delete callable time set
Outbound > Callabletimeset > Edit	Edit callable time set
Outbound > Callabletimeset > View	View callable time set
Outbound > Campaign > Add	Add campaign
Outbound > Campaign > Delete	Delete campaign
Outbound > Campaign > Edit	Edit campaign
Outbound > Campaign > Recycle	Recycle campaign
Outbound > Campaign > Search	Search campaign
Outbound > Campaign > Start	Start campaign
Outbound > Campaign > Stop	Stop campaign
Outbound > Campaign > View	View campaign
Outbound > Campaignrule > Add	Add campaign rule
Outbound > Campaignrule > Delete	Delete campaign rule
Outbound > Campaignrule > Edit	Edit campaign rule
Outbound > Campaignrule > View	View campaign rule
Outbound > Campaignsequence > Add	Add campaign sequence
Outbound > Campaignsequence > Delete	Delete campaign sequence
Outbound > Campaignsequence > Edit	Edit campaign sequence
Outbound > Campaignsequence > View	View campaign sequence
Outbound > Contact > Add	Add contact
Outbound > Contact > Delete	Delete contact
Outbound > Contact > Edit	Edit contact
Outbound > Contact > View	View contact
Outbound > Contactlist > Add	Add contact list
Outbound > Contactlist > Delete	Delete contact list
Outbound > Contactlist > Edit	Edit contact list
Outbound > Contactlist > View	View contact list
Outbound > Contactlistfilter > Add	Add contact list filter
Outbound > Contactlistfilter > Delete	Delete contact list filter
Outbound > Contactlistfilter > Edit	Edit contact list filter
Outbound > Contactlistfilter > View	View contact list filter
Outbound > Dnc > Add	Add DNC
Outbound > Dnc > Delete	Delete DNC
Outbound > Dnc > Edit	Edit DNC
Outbound > Dnc > View	View DNC
Outbound > Dnclist > Add	Add DNC list
Outbound > Dnclist > Delete	Delete DNC list
Outbound > Dnclist > Edit	Edit DNC list
Outbound > Dnclist > View	View DNC list
Outbound > Eventlog > View	View event logs
Outbound > Responseset > Add	Add response set
Outbound > Responseset > Delete	Delete response set
Outbound > Responseset > Edit	Edit response set
Outbound > Responseset > View	View response set
Outbound > Ruleset > Add	Add rule set
Outbound > Ruleset > Delete	Delete rule set
Outbound > Ruleset > Edit	Edit rule set
Outbound > Ruleset > View	View rule set
Outbound > Schedule > Add	Add schedule
Outbound > Schedule > Delete	Delete schedule
Outbound > Schedule > Edit	Edit schedule
Outbound > Schedule > View	View schedule
Outbound > Settings > Edit	Edit outbound settings
Outbound > Settings > View	View outbound settings
Outbound > Wrapupcodemapping > Add	Add wrap up code mapping
Outbound > Wrapupcodemapping > Delete	Delete wrap up code mapping
Outbound > Wrapupcodemapping > Edit	Edit wrap up code mapping
Outbound > Wrapupcodemapping > View	View wrap up code mapping

Outbound agent

This table lists the outbound permissions available to agents. By default, the Outbound Agent role includes these permissions.

This permission	Allows this action
Outbound > Contact > Edit, View	View and edit contact
Outbound > Dnc > Add	Add a contact to a do-not-call list

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Outbound dialing roles and permissions View summary

Outbound administrator

Outbound agent

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Outbound dialing roles and permissions