Dialer Campaign

the auto dialer feature is exotel's outbound dialer (obd) solution it automates outbound calling by connecting available agents to customers from a list, removing the need for agents to manually dial when an agent starts a dialer campaign, the system calls the agent first (leg1) and then dials the next contact (leg2), significantly improving agent productivity and throughput key benefits agent first connection — the agent is called first and then connected to customers from the list higher agent productivity — removes manual dialing and list management overhead retry options — configure retry logic for unsuccessful attempts campaign level reporting — download reports after campaign completion supervisor and agent workflows — separate supervisor and agent views and permissions integration with new campaigns address book — use lists & contacts created under new campaigns per campaign settings — caller id, ivr, popup urls, and passthru urls for crm integration prerequisites active exotel account with campaigns (auto dialer) enabled a valid exophone number address book entries (lists & contacts) in new campaigns a group of agents in co workers (agents) and groups sufficient prepaid credits (if using a prepaid account) create lists and groups before creating a dialer campaign the dialer campaign uses the same address book (lists & contacts) as other new campaign features access dialer campaigns in the dashboard left hand panel, go to tools → campaigns (new) open the campaigns tab and select dialer campaigns create a dialer campaign click create dialer campaign to open the campaign creation popup provide all required fields; the popup enforces mandatory inputs required fields campaign name (min 3 characters) dial numbers (list or dial whom url) campaign participants (agent or group) start date & time and end date & time caller id (exophone) number of retries and retry settings retry on statuses (e g , busy, no answer, failed) call type (default transactional) dial numbers (choices) list select a pre created list of numbers from address book dial whom url provide an endpoint that returns numbers to call see working with connect (dial whom) for details on url format and expected response all lists must be created before starting the campaign if you use a list, a copy of the list is taken at campaign creation time; subsequent changes to the original list are not applied to the running campaign campaign participants group/agents choose a single agent or a group of agents who will be connected to calls groups must be pre created in co workers (agents) and groups optional integration fields popup url (optional) url to display live call details in agent crm call completed passthru url (optional) exotel will post call completion data to this url call no answer passthru url (optional) exotel will post no answer events to this url get contacts url (optional) url to fetch contact metadata (name, order id, address, etc ) refer to the passthru and connect support articles for payload formats and implementation details content options type text enter the text to be played to customers use @@ to map csv variables for dynamic text select a flow choose a pre built flow from the app bazaar create an ivr build a simple ivr inline configure prompts, dtmf mappings, and no input repeats (default repeat after 5 seconds) scheduling and caller id start date & time must be >= current time default trigger delay up to 2 minutes end date & time defaults to 30 days after start minimum end time is 2 minutes after start caller id select the exophone number displayed to recipients retry settings number of retries 0–3 (default 0) retry interval (minutes) required when retries > 0 retry mechanism linear (equal spacing) or exponential (doubling intervals) retry on statuses choose which outcomes mark a call for retry (e g , busy , no answer , failed ) personas and permissions supervisors create and assign campaigns view live campaign status and call details archive campaigns, mark as complete, and download reports can act as agents if added to a group agents cannot create or assign campaigns can view and start campaigns assigned to them see live callee details and call controls start/stop behavior governed by campaign state and availability starting and stopping an auto dialer campaign (agent flow) agents start a campaign from their auto dialer campaign page by clicking start (disabled until campaign start time) when start is clicked the agent is called first (leg1) once agent connects, the system dials the next contact (leg2) agent remains nailed on leg1 for subsequent calls agent can hang up to stop; clicking start resumes from the next available number if a supervisor is also in the agent group, they can switch between supervisor and agent views using the switch at the top of the campaign screen manage campaign the dialer campaigns list displays campaign name, campaign type, date created, schedule time, status, and performance action menu (state dependent) pause — stop further dialing (scheduled & in progress) resume — continue dialing remaining numbers (paused only) complete — mark paused campaign completed; remaining numbers become failed noattempt archive — archive completed or scheduled campaigns download — download completed campaign reports list tools filter by status, search by campaign name (min 3 characters), sort by campaign name, date created, or status campaign summary & stats (supervisor view) click a campaign to open the summary/stats page the page has two main sections campaign level metadata and call level details campaign details provides an overview of all campaign level settings and identifiers campaign name and status dial numbers source (list or dial whom url) campaign participants (agent/group) caller id start and end times number of retries, retry interval, and retry mechanism retry on statuses call type and duplicate number behavior popup & passthru urls per campaign throttle (if applicable) campaign stats real time number level call data (refresh updates; up to 5 minute delay) number states scheduled — pending dial in progress — currently dialing/connected retry — queued for retry after a failed attempt retrying — actively retrying the number failed — invalid/unreachable numbers failed dnd — blocked due to ndnc registry failed balance — not dialed due to insufficient account balance failed no attempt — not dialed because campaign completed or timed out (30 day limit) completed — successfully connected invalid — unknown or malformed number state call details (supervisor and agent views) lists each call with contact number and name (if in contacts) date created and call duration call status and detailed status dtmf selection and call recording (link) action menu with start/end times, direction, and call sid search by number (min 3 characters) | filter by call status | sort by created date call statuses include completed , failed , no answer , busy ending the auto dialer campaign supervisor / admin admins can mark as complete at any time if marked complete while agent calls are in progress, those calls will finish uninterrupted but no new calls will be placed if no new or retry numbers remain, the campaign is automatically complete agent agents can stop the campaign by hanging up agents can later resume by clicking start (if new or retry numbers exist) start is disabled when no new or retry numbers are available auto dialer limitations and compliance allowed time frame (india) calls permitted only between 9 am and 9 pm per trai regulations maximum duration campaigns run up to 30 days after 30 days the campaign is marked completed and remaining numbers become failed noattempt list immutability once a campaign starts, changes to the source list do not affect the running campaign (a copy is used at creation) group flexibility agents can be added or removed from the selected group even after campaign start list limit only one list allowed per dialer campaign maximum contacts per list 1 lakh for high volume operations, coordinate with your account manager to ensure compliance with regional regulations and to confirm account throttling or capacity settings