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.

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

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.

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