Campaign Setup in Vicidial

Create and configure outbound, inbound, and blended campaigns with predictive dialing

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Campaign Call Flow

Lead ListPhone NumbersHopperPre-loaded QueueAuto DialerPredictive EngineAgentScript + CallDispositionSALE / NA / CBReportsCDR + Stats
1

Create a New Campaign

Admin → Campaigns → Add a New Campaign
  • Campaign ID — Short unique identifier, max 8 characters (e.g., SALES01, SURVEY1). Cannot be changed later.
  • Campaign Name — Descriptive name shown in agent dropdown (e.g., "Q1 Sales Campaign").
  • Campaign Description — Internal notes about the campaign purpose.
  • Active — Set to Y to make the campaign available for agents.
2

Set Dial Method & Auto Dial Level

Campaign Detail → Dial Method
  • Dial Method — Choose from MANUAL, RATIO, ADAPT_HARD_LIMIT, ADAPT_TAPERED, ADAPT_AVERAGE, or INBOUND_MAN.
  • Auto Dial Level — For RATIO mode, set lines per agent (1.0 = 1:1, 2.0 = 2:1). For ADAPT modes, this is the starting value.
  • Adaptive Maximum Level — Maximum dial ratio the algorithm can reach (typically 3.0–5.0).
  • Drop Rate Target — Maximum allowed drop/abandon rate percentage (usually 3% for compliance).
3

Configure Dial Prefix & Caller ID

Campaign Detail → Dial Settings
  • Dial Prefix — Digits prepended to every number dialed (e.g., 9 for outside line, or carrier prefix).
  • Campaign CID — Default outbound Caller ID number displayed to the called party.
  • Use Custom CID — Set per-list or per-lead Caller IDs for local presence dialing.
  • Dial Timeout — Seconds to wait for answer before disconnecting (typically 25–30 seconds).
4

Assign Lists to Campaign

Campaign Detail → Lists
  • Navigate to the Lists section of the campaign settings.
  • Assign one or more lead lists to this campaign. Only active lists will be dialed.
  • Set list priority/order if multiple lists are assigned.
  • Lists must be uploaded first via Admin → Lists. See the Upload Lists guide.
5

Configure Hopper Settings

Campaign Detail → Hopper
  • Hopper Level — Number of leads to pre-load into the dialing queue (default: 1, increase for high-volume).
  • Lead Order — How leads are pulled: DOWN (oldest first), UP (newest first), RANDOM, or by custom field.
  • Lead Filter — Apply SQL-based filters to select specific leads from the list.
  • Dial Status Filter — Which dispositions to redial (e.g., NA, B for no-answer and busy callbacks).
6

Set Local Call Time & Scheduling

Campaign Detail → Call Times
  • Local Call Time — Define allowed calling hours based on the lead’s timezone.
  • Call Time — Select a predefined call time template (e.g., 9am–9pm Eastern).
  • This prevents calls outside legal calling hours and ensures TCPA/regulatory compliance.
  • Override settings available for specific area codes or states.
7

Configure Dispositions (Statuses)

Campaign Detail → Statuses
  • Review default system statuses and add campaign-specific dispositions.
  • Each status has: Code, Name, Selectable (by agent), Human Answered (for stats), Completed (removes from redial).
  • DNC statuses automatically add the number to the campaign’s Do Not Call list.
  • Callback statuses enable agents to schedule follow-up calls.
8

Set Up Scripts & Custom Fields

Campaign Detail → Scripts
  • Assign a script that pops up on the agent screen when a call connects.
  • Scripts can include dynamic variables: --A--first_name-- --A--last_name-- --A--phone_number-- etc.
  • Custom fields can be added for data collection during the call.
  • Scripts are created in Admin → Scripts and then assigned to campaigns.

Dial Methods Explained

MANUAL

Agents manually click to dial each lead. No auto-dialing. Full agent control.

Best for: Low-volume, high-value calls

RATIO

Dials a fixed ratio of lines per agent (e.g., 2:1). Predictable but less efficient.

Best for: Small teams, steady call volume

ADAPT_HARD_LIMIT

Predictive algorithm adjusts dial rate automatically. Hard limit prevents over-dialing.

Best for: Large campaigns needing compliance

ADAPT_TAPERED

Predictive with gradual tapering. Reduces dial rate smoothly as agents become available.

Best for: Most outbound campaigns

ADAPT_AVERAGE

Uses average call times to predict. Good balance of efficiency and drop rate.

Best for: General predictive dialing

INBOUND_MAN

Blended mode. Agents receive inbound calls and can make manual outbound calls between.

Best for: Blended inbound/outbound teams

Common Dispositions (Statuses)

CodeDescriptionType
SALESuccessful sale or conversionPositive
DNCCDo Not Call requested by contactDNC
DNCLNumber on Do Not Call listDNC
NINot InterestedNegative
NANo AnswerAuto
BBusyAuto
DCDisconnected NumberAuto
AMAnswering MachineAuto
CALLBKAgent-scheduled CallbackCallback
CBHoldCall Back HoldCallback
AAnswered / Human contactAuto
DNCDo Not Call (general)DNC

Real-Time Campaign Monitoring

Once your campaign is running, monitor it in real time via Reports → Real-Time Campaign Report. Key metrics include:

Agents Logged In
Calls In Queue
Drop Rate %
Calls/Hour
Average Talk Time
Wait Time
Back to Vicidial Guide Upload Lists Carrier Setup Reporting