Outbound Campaign Configuration
Outbound Call Context Policies
Outbound call context policies control how the platform chooses a customer call context (voice path and related resources) for each outbound dial attempt—for example progressive or preview dialing, manual dial, or flows that originate a customer leg from a campaign. Administrators and flow designers pick a policy type and related campaign or failover settings so that each call uses an available context within limits, follows priority when you want primary then secondary paths, or follows round-robin rules when several contexts are valid.
Dialer Pacing Ratio
The Dialer Pacing Ratio is a configuration setting specifically for the Progressive dialing mode. It controls the number of calls the system dials for each available agent.
Answering Machine Detection (AMD)
Answering Machine Detection (AMD) is a feature used in automated outbound dialing modes to determine if a call has been answered by a live person or an answering machine. By filtering out machines, AMD ensures that agents' time is spent speaking only with live prospects.
Dial Timeout Configuration
Dial Timeout is a setting in outbound campaigns that defines the maximum amount of time (in seconds) the system will let a call ring before considering it unanswered. This feature is essential for preventing the dialer from wasting time on calls that will not be picked up.
Dial Profile
Organizations typically utilize two dial profiles a Primary line and a Secondary line. In the event that the primary line (e.