Run outbound campaigns with the dialler

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1. 01

   Know what it does

   A campaign is a list of people to call, the number they see and a script. In Preview mode an agent sees each lead first and chooses to dial. Progressive, Power and Predictive modes place the calls themselves and connect a person who answers to a free agent. Every call is checked first against your do-not-call list, consent, the customer's calling hours, public holidays and how often the number was called. Supervisors and administrators see Campaigns and Dialler in the menu.

2. 02

   Know which part is paid

   Preview dialling, click-to-call and manual dialling are part of every account. Progressive, power and predictive dialling and answering-machine detection are the Auto-dialler, a paid feature switched on per account, team or person on Feature access. Without it those modes are shown in the mode list but cannot be chosen.

3. 03

   Verify the number people will see

   On Campaigns, under Caller IDs, type the number in Add a number (international format), for example +35722000000, and choose Add. The platform calls the number and reads out a code. Type the code next to the number and choose Verify. Only your own verified numbers can be shown, and a campaign shows one number and never rotates. Adding a number needs a role that manages numbers.

4. 04

   Create the campaign

   Open New campaign. Fill in Name, choose the Mode (Preview or Progressive), the Purpose (Marketing or Service) and the Caller ID, and write the Script agents read. Choose Create campaign. A new campaign is a Draft and dials nothing. Marketing calls need consent on record and are checked against national registers; service calls are not.

5. 05

   Import a list of leads

   Under Import leads, open Import a list for the campaign. Give a List name, the Lawful basis (Consent, Legitimate interest, Contract (existing customers) or Legal obligation), Where the consent came from, and the Country for numbers without a + prefix. Choose a CSV File. Match each field to a column (Phone is required; Time zone, Consent (yes/no) and Priority (1-5) are optional) and choose Import. You see how many were imported, skipped as duplicates and rejected, with the reason per line.

6. 06

   Keep the do-not-call list

   Under Do not call, add one number with Add a number to the do-not-call list, or open Upload a register or suppression file, choose the Kind of list (National register (marketing calls) or Suppression list (all calls)), the country and the file, and choose Upload. Numbers on these lists are never dialled. An agent's Do not call (opt-out) outcome adds the number too.

7. 07

   Set pacing and retries

   Choose Dialler settings and analytics on the campaign, or open Dialler. Under Pacing and the abandon cap set the Mode (power and predictive are chosen here), the Country, the Abandon cap (% of live-answered calls) and the ratios. Under Retry rules set the minutes before a retry after busy, no answer, a failed call or a machine, the Most attempts per lead and the daily and weekly limits. Choose Save settings.

8. 08

   Detect answering machines

   Under Answering-machine detection, tick Detect answering machines and choose When a machine answers: Connect to the agent anyway, Hang up or Leave the voicemail message. A person, or a call it is not sure about, always goes to the agent. For a voicemail drop, choose the Lawful basis, upload a WAV under Upload a message (WAV), pick it in Message to play, and save.

9. 09

   Start, pause and finish

   On the campaign card, choose Start to begin dialling, Pause to stop for now, and Finish to end it for good. The card shows how much of the list is worked, the leads Not yet called, waiting for a Retry or callback, and Finished. The caller ID must be verified before a campaign starts.

10. 10

    Take dialler calls as an agent

    In Workspace, the Dialler card shows the campaigns. For a preview campaign choose the Campaign and Next lead: you see the lead, their local time, the script and a countdown. Choose Dial or Skip. In other modes the call arrives while you are ready. When the call ends, pick the Outcome, add a Note and choose Save outcome. For Call back, set the Date, Time and Time zone in the customer's time.

11. 11

    Watch the campaign

    The Dialler page shows Live: the mode it is Dialling as, the Dial ratio, abandoned calls against the cap and agents on the Floor. Analytics shows Contact rate, Abandon rate, Contacts per hour, Voicemail drops, the AMD accuracy and the Best time to call in the customer's local time.