--- title: "Dialer campaign agent experience" slug: "outbound-dialer-campaign-agent-experience" description: "Agents in an outbound dialer campaign." tags: ["Tutorial", "Outbound", "Dialer", "campaigns", "How to", "On-boarding", "Use Case", "CRM", "Getting started"] updated: 2026-04-30T09:39:33Z published: 2026-04-30T09:39:33Z canonical: "docs.voiso.com/outbound-dialer-campaign-agent-experience" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Part 4: The agent experience **Who should read this article**: All users This is part 4 of the **How to run a dialer campaign** use case. ## Agents in your campaign This article provides an overview of the agent experience in a Voiso outbound Dialer Campaign. **[Agent Panel](/v1/docs/agent-panel)** provides all the tools that an agent requires to handle campaign calls, select wrap-up codes, and join or leave campaigns. ### How agents are notified about campaigns Voiso offers two methods to notify agents about campaigns they can or should join: - **Broadcast messages**: Use [Broadcast messages](/v1/docs/messaging-broadcast-messages) to send targeted notifications to specific teams about upcoming or ongoing campaigns. This ensures that agents are informed and ready to participate. - **Agent Panel notifications**: When a campaign is started, logged-in agents automatically receive notifications in the **Agent Panel**. These alerts inform them about their assignment to one or more campaigns. ![Dialer Agent Added to Campaign](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Agent%20Added%20to%20Campaign.png) ### Joining a Dialer campaign Agents join campaigns directly through **Agent Panel**. After they sign-in, open **Agent Panel**, and are ready to start handling campaign calls, they should follow these simple steps: 1. Click the [Dialer campaign icon](/v1/docs/agent-panel-getting-started) in **Agent Panel** to open the **Dialer campaign** page. 2. From the **Dialer campaign** page, select the name of the campaign they want to join. ![Dialer Agent Two Campaigns](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Agent%20Two%20Campaigns.png) 3. Campaign calls are automatically routed to them. ![Dialer Agent Campaign Next Call](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Agent%20Campaign%20Next%20Call.png) You can customize the audio (MOH) that is played to agents while they are waiting for the Dialer to connect them to the next call by using the **Music on dialer waiting** setting on the **[System Settings](/v1/docs/administration-system-settings#general-section)** page. Tip You can [configure an alert](/v1/docs/contact-center-tab) to be played when a call is connected. This alert is meant to draw the agent's attention to the call. Watch this video to see how [predictive dialer](https://voiso.com/products/predictive-dialer/) campaigns work: [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Campaign%20Agent%20Experience.mp4) ### Agent Panel call controls While handling campaign calls, agents have access to a complete set of call controls through the **Call screen** in **Agent Panel**. These controls enable them to efficiently manage calls and provide seamless service. ![Dialer Campaigns Call Screen Labeled](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Campaigns%20Call%20Screen%20Labeled.png) | | Feature | Description | | --- | --- | --- | | 1 | Contact information | The name or ID of the contact and their phone number, along with the elapsed time of the call. | | 2 | Call controls | Buttons enabling you to manage the call. | | | Hold | Place the call on hold so that you and the contact cannot hear one another. For some features such as Consultation, the call is placed on hold automatically. | | | [Blind transfer](/v1/docs/agent-panel-transfer-consult-and-conference) | Immediately transfer to a number you dial a call without knowing if the call will be answered. | | | Keypad | Enter numbers using the dial pad to send DTMF. This is commonly used to navigate phone system menus. | | | Mute | Mute your microphone so that the contact cannot hear you. | | | [Consultation](/v1/docs/agent-panel-transfer-consult-and-conference) | Speak to another employee about a contact’s case, without the contact hearing the conversation, and transfer the call when necessary. | | | [Conference](/v1/docs/agent-panel-transfer-consult-and-conference) | Invite another party to join an active call, enabling all parties to hear and speak to one another. | | | Record | Start, pause, and stop recording a call (this feature is not available in all contact centers). | | | Audio settings | Select which connected devices to use for microphone and speaker. | | | [SMS](/v1/docs/agent-panel-sending-sms) | Send an SMS to the contact during the call. | | | [Notes](/v1/docs/call-notes#using-call-notes) | Add notes about a call during a call or during after call work. Call notes are saved in the call history. | | 3 | End | Button to hang up the call | | 4 | Volume control | Call volume control for your headset. Click it to mute the caller. Hover your mouse pointer to display the volume control slider. | | 5 | CID | The Caller ID (CID) that is displayed to the contact on their phone | | 6 | Status | Your current availability status and how long you have been in that status. When you are on an outgoing call, your status is **Outbound**. | | 7 | [Status menu](/v1/docs/agent-panel-getting-started#status-menu) | You cannot change your status while you are handling a call | At the conclusion of each call, agents select a wrap-up code that reflects the outcome of the interaction. Ensure that the wrap-up codes you configure align with your campaign objectives and provide meaningful insights for reporting. ![Dialer Agent Campaign Wrap-up Codes](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Agent%20Campaign%20Wrap-up%20Codes.png) An outbound calling campaign where agents are assigned to handle calls that are automatically dialed and connected by the Voiso Dialer. Dialer handles the rate at which calls are dialed based on the number of available agents. The list of phone numbers in the campaign are pre-loaded from a CSV file or imported from a CRM. Music on Hold. The music played to a caller while their call is on hold either in queue or by an agent. A media file of type audio file. ## Related - [Part 1: Getting started](/outbound-dialer-campaign-getting-started.md) - [Part 2: Dialer campaigns](/outbound-dialer-campaign-dialer-campaigns.md) - [Part 3: Launching your campaign](/outbound-dialer-campaign-launching-your-campaign.md) - [Part 5: Real-time Dialer campaign monitoring](/outbound-dialer-campaign-real-time-monitoring.md) - [Part 6: Reviewing campaign results](/outbound-dialer-campaign-reviewing-campaign-results.md)