VICIdial Campaign Management

VICIdial campaigns are the core of every outbound operation. Correctly configured campaigns will:

• Maximize agent talk‑time by maintaining an optimal live‑call ratio.
• Keep dropped‑call percentages within regulatory limits (3 % in the U.S.).
• Provide real‑time insight for supervisors and managers.

Prerequisites

• Admin login (User Level 8 or 9)
• At least one SIP/IAX2 carrier added in Admin → Carriers
• Phones and agent users created
• Lead lists prepared as CSV (E.164 format recommended)

1  Create & Load Lead Lists

1. Lists → Add A New List – supply a unique List ID (integer) and List Name.
2. Upload Leads – import CSV; map mandatory columns phone_code and phone_number. Optional fields like first_name, state improve scripting.
3. List Options → Clean Leads – deduplicate and validate phone length.

Tip: Use one list per time‑zone if you routinely dial nationally.

2  Add or Clone a Campaign

2.1  Quick‑Add Screen

1. Campaigns → Add Campaign.
2. Campaign ID – 2‑8 uppercase letters/numbers; no spaces (e.g., SPRING25).
3. Campaign Name – 6‑40 characters shown to agents (e.g., Spring Promo 2025).
4. Set Active = Y; choose a default Dial Method; pick Local Call Time.
5. Submit to create. The system redirects to Detail View for advanced settings.

2.2  Detail View Essentials

Define the parameters that govern pacing and compliance:

Copy Campaign clones every option—ideal when launching similar verticals.

3  Dial Method Deep‑Dive

4  Fine‑Tune Dial Level & Hopper

• Auto Dial Level – start at 1.5; raise in 0.25 steps while drop % < 3.
• Adaptive Dialing – set Adapt Intensity Modifier to 0 (normal), 1 (fast), or 2 (aggressive).
• Hopper Formula – Agents × Dial Level × (60 / Dial Timeout) × Multiplier; target 2‑3 minutes of inventory.
• Force Reset Hopper before major list resets to purge stale numbers.

5  Lead Recycling & List Mix

Re‑attempt non‑connect statuses without blasting the entire list:

1. Enable Lead Recycling in Detail View.
2. Add statuses (e.g., BUSY, RNA) with delay ≥ 120 s and max = 3.
3. Under List Mix, set fresh vs recycled list percentages (e.g., 85 / 15).

After two full passes, reset individual lists or rely on recycling logic.

6  Configure Agent Access

• Admin → Users – add the campaign to each agent’s Campaign Login Groups.
• Optional: limit agents to specific lists via Allowed Lists.
• Train agents to disposition calls accurately—critical for recycling.

7  Launch & Live Monitoring

1. From Campaigns List, click Launch.
2. Open Real‑Time Main Report to track Agents, Calls Ringing, Calls Waiting, and Drop %.
3. Adjust Dial Level or press Pause Campaign if drops exceed 3 %.

8  Performance & Compliance Tips

• Review Campaign Summary daily for contact rate, talk time, and CPA.
• Use Carrier Stats to detect trunk congestion or latency.
• Keep recordings for at least 90 days for QA and legal defense.
• Export campaign settings monthly as JSON or SQL for disaster recovery.

Best Practices Checklist

1. Align Local Call Time to each list’s time‑zone.
2. Meet the 3 % drop limit—lowers complaint risk and maintains line credibility.
3. Segment campaigns by vertical (e.g., Insurance, Energy) for clearer analytics.
4. Clone, don’t rebuild—ensures standardized QA.
5. Document changes in a change‑log for audit readiness.

Next Steps

• Create Custom Statuses & Hotkeys for rapid dispositions.
• Deploy Inbound + Outbound Blended Campaigns using In‑Groups.
• Automate lead injection with non_agent_api.php or add_list_lead API.

For deeper guidance, see the full Manager Manual or visit the VICIdial community forums.