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Setting Up Outbound Auto-Dial Campaigns

Setting Up Outbound Auto-Dial Campaigns

VICIdial outbound auto-dial campaigns boost agent talk time by automating call pacing. This guide covers preparing your lists, choosing the right dialing method, tuning auto-dial settings, and monitoring performance.

VICIdial Outbound Auto-Dial Dashboard

Prerequisites

  • Admin access (User Level 8 or 9)
  • At least one SIP/IAX2 carrier under Admin → Carriers
  • Phones and agent user accounts created
  • Lead lists uploaded and cleaned (CSV with E.164 numbers)

1  Prepare Lead Lists

  1. Create a new list: Lists → Add A New List, assign List ID and List Name.
  2. Upload your CSV: map phone_code, phone_number, and any script fields.
  3. Use Clean Leads to remove duplicates and invalid entries.
  4. Optionally segment by time zone or campaign vertical via separate lists.

2  Create or Clone a Campaign

  1. Navigate to Campaigns → Add A New Campaign.
  2. Set a unique Campaign ID and descriptive Campaign Name.
  3. Enable Active = Y and choose Dial Method (see next section).
  4. Set Local Call Time according to your target region.
  5. Click Submit then open Detail View to adjust advanced settings.

3  Choose Your Dialing Method

MethodUse CaseNotes
RATIOStandard predictive dialingLines = agents × dial level
ADAPT_HARD_LIMITAggressive dialing stops on high drop rateAuto-pauses when drop % threshold reached
ADAPT_TAPEREDHigh-volume shifts with taperingGradually reduces pace near shift end
ADAPT_AVERAGEMaintain consistent drop rateAverages performance over time intervals

Tip: Start with RATIO for balanced performance, then experiment with adaptive methods to maximize utilization.


4  Configure Auto-Dial Settings

  • Auto Dial Level: Initial lines per active agent (start at 1.5–2.0).
  • Drop Call Alert: Threshold (%) to auto-pause dialing (commonly 3%).
  • Wrap-Up Time: Seconds after disposition before next call.
  • Adaptive Intensity Modifier: 0 (normal), 1 (fast), 2 (aggressive) for ADAPT methods.
  • Pause Code Override: Auto-assign pause codes on high abandonment.

5  Adjust Hopper Settings

  • Minimum Hopper Level: Leads to keep queued (target 2–3 minutes of pacing).
  • Automatic Hopper: Enable auto-sizing using Agents × Dial Level × (60 / Dial Timeout) × Multiplier.
  • Force Reset Hopper: Clear current hopper when importing fresh lists.

6  Assign Lists & List Mix

  1. Edit campaign: Campaigns → Modify Campaign.
  2. Under List Mix, add your primary list and any recycle lists.
  3. Assign mix percentages (e.g., 85 % fresh, 15 % recycled).
  4. Save and Reload to apply changes.

7  Agent Login Configuration

  • In Admin → Users, add this campaign to each agent’s Campaign Login Groups.
  • Ensure agents have the ability to start auto-dial sessions but no admin privileges.
  • Train agents on wrap-up and disposition workflows to maintain flow.

8  Launch & Monitor

  1. Click Launch Campaign in the Campaigns List.
  2. Use Real‑Time Dashboard to watch Active Calls, In-Queue, Agent Status, and Drop %.
  3. Pause or adjust dial level in response to high drop rates or service-level breaches.

Best Practices

  1. Start conservatively: low dial levels minimize drops and calibrate pacing.
  2. Segment campaigns by geography/time zone to improve answer rates.
  3. Monitor drop % and abandon rates continuously—auto-pause thresholds help compliance.
  4. Clone high-performing configurations for new campaigns.
  5. Log all changes in a campaign-change log for audit and rollback.

Next Steps

  • Experiment with Adaptive Dialing to boost utilization.
  • Automate lead recycling by integrating disposition-based triggers.
  • Review campaign reports weekly to refine mix ratios and pacing settings.
Read Setting Up Outbound Auto-Dial Campaigns

For deeper technical guidance, consult the VICIdial Manager Manual or engage with peers on the VICIdial Forums.`

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