---
title: Parallel Predictive Dialing
slug: contact-center/parallel-predictive-dialing
docTags: 
createdAt: 2025-09-28T14:43:10.060Z
---

# Overview

Parallel Predictive Dialing is a specialized and highly advanced dialing mode designed for campaigns that manage multiple skills or processes simultaneously. It allows the system to dial predictively for a primary skill while also handling leads from a secondary skill.

# How It Works

This mode is exclusive to the "Parallel Predictive Voice Campaign" type. The system uses a predictive algorithm to dial leads from a primary skill list. Concurrently, it can manage and fetch leads from a separate, secondary skill list, blending different outbound activities for the same group of agents within a single campaign structure.

## Prerequisites

- Requires the creation of a specific "Parallel Predictive Voice Campaign". (Licensable)

## Configuration Steps

| 1. Campaign Selection       | Select the Parallel Predictive Voice Campaign to configure. | This is the specific campaign type that utilizes predictive dialing logic.                                                                                                                      |
| --------------------------- | ----------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| 2. Select Dialing Algorithm | Define the Customer Provider Type in the Advanced Settings. | This selects the algorithm that governs how numbers are fetched and prioritized for dialing. The PACE Based Customer Provider is the recommended advanced predictive solution.                  |
| 3. Set Cache Parameters     | Configure Minimum Cache Size and Fetch Size.                | These settings determine the number of customer records the dialer holds in reserve (Cache Size) and the amount it fetches from the database at one time (Fetch Size).                          |
| 4. Define Dial Profile      | Configure Dial Profile Settings for Auto Dial.              | Set the maximum time limits for dialing attempts, including Ringing Timeout (how long a number rings before disconnecting) and Setup Timeout (time to establish a connection).                  |
| 5. (Optional) AMD           | Enable Answering Machine Detection (AMD).                   | This feature can be activated in the Campaign Settings to automatically detect and disconnect calls answered by a machine, optimizing agent time.                                               |
| 6. Set ACW Time             | Configure After Call Work (ACW) Timeout.                    | Mandatory time limits (for Connected and Not Connected Calls) must be set to ensure agents finalize their disposition and are quickly returned to the available state for the predictive queue. |



# Use Cases

- **Blended Operations:** An agent primarily makes outbound sales calls (primary skill) but can be fed leads for a different product or service (secondary skill) to maximize cross-selling.
- **Multi-stage Campaigns:** Using the primary skill for initial contact and the secondary skill for follow-up calls, all managed within one campaign.

# Benefits

- **Enhanced Campaign Flexibility:** Allows for the blending of multiple outbound objectives or skills within a single campaign.
- **Increased Dialing Efficiency:** Applies the power of predictive dialing across multiple lead lists or processes simultaneously.
- **Streamlined Management:** Consolidates related but distinct outbound activities under one campaign umbrella.

# Limitations

- This is a highly complex dialing mode that requires careful planning and strict adherence to its specific setup guide.
- It can increase the cognitive load on agents who may need to switch between different scripts or contexts.