We currently use automated outbound IVR calls initiated via List-Based Dialing. When a customer answers the call, the scenario runs normally and we can capture input, update systems, and perform all necessary post-call actions.
However, when an outbound call is not answered (busy, no answer, unreachable, failed to dial), no scenario is triggered, and therefore no post-call activity can be executed. This creates a functional gap, especially for automated or API-driven workflows.
Requested Enhancement:
We request the ability to configure a post-call activity or scenario trigger that executes when an outbound call is not answered.
This would allow customers to:
-
Run a follow-up scenario when the call is not answered
-
Trigger an external API to set a “failed” call status
-
Automatically update backend systems without manual reconciliation
-
Maintain complete reporting and outcome tracking for mass-notification or outbound automation use cases
Use Case Summary:
We need a way to define a post-call scenario (similar to after-call workflows) that activates specifically for non-answered outbound call dispositions. This ensures that every call—answered or not—can execute logic or API callbacks based on the final result.
This functionality would close a major automation gap and greatly improve outbound notification flows, especially for customers relying on external systems or API-driven status updates.