Setting Up Outbound Campaigns - Documentation

Outbound campaigns enable agents to make calls to contact lists using automated dialing.

Dialing Modes

Preview Dialing

Agent sees contact information before the call is placed. They can skip or dial manually. Best for complex or high-value calls.

Progressive Dialing

System automatically dials the next number when an agent becomes available. One call per available agent. Best for moderate call volumes.

Predictive Dialing

System dials multiple numbers simultaneously, predicting agent availability. Highest efficiency but requires careful pacing. Best for high-volume campaigns.

Creating an Outbound Campaign

Navigate to Campaigns > Outbound

Click "Create Campaign"

Configure:

Campaign Name

Dialing Mode (Preview, Progressive, Predictive)

Caller ID (the number shown to the recipient)

Contact List (upload CSV or select existing list)

Disposition Codes (Sale, No Answer, Callback, Do Not Call, etc.)

Call Pacing (for predictive mode)

Uploading Contact Lists

Prepare a CSV file with columns:

Phone Number (required)

First Name

Last Name

Company

Custom fields as needed

Upload via Campaigns > Contact Lists > Upload CSV

Disposition Codes

After each call, agents select a disposition:

Sale / Successful: Goal achieved

No Answer: No one picked up

Busy: Line was busy

Callback: Schedule a follow-up call

Do Not Call: Remove from future campaigns

Voicemail: Left a message

Not Interested: Contact declined

Campaign Scheduling

Set when the campaign runs:

Start and end dates

Active hours (respect time zone regulations)

Maximum attempts per contact

Retry interval for unanswered calls