--- title: "Outbound Dialer campaigns - Voiso" slug: "outbound-dialer-campaign-dialer-campaigns" description: "How to rund a dialer campaign." tags: ["campaigns", "CRM", "Dialer", "Getting started", "How to", "On-boarding", "Outbound", "Tutorial", "Use Case"] updated: 2026-06-04T10:27:11Z published: 2026-06-04T10:27:11Z canonical: "docs.voiso.com/outbound-dialer-campaign-dialer-campaigns" --- > ## 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 2: Dialer campaigns **Who should read this article**: Administrators, Supervisors This is part 2 of the **How to run a Dialer campaign** use case. Here are the basic steps to follow to set up and run a dialer campaign: 1. Access the **Dialer campaigns** page from the **Outbound** menu and [add a new campaign](/v1/docs/outbound-dialer-campaign-dialer-campaigns#create-a-new-dialer-campaign). 2. Provide [basic campaign details](/v1/docs/outbound-dialer-adding-a-new-campaign) including a unique name, the preferred dialing strategy, and dialing parameters. 3. Set up the [Calling List](/v1/docs/outbound-dialer-adding-a-new-campaign#calling-list) by either importing a CSV file of contact information or by integrating your CRM to dynamically populate contacts. 4. Configure [Caller IDs](/v1/docs/outbound-dialer-adding-a-new-campaign#caller-id-sets) 5. Define the [follow-up rules](/v1/docs/outbound-dialer-adding-a-new-campaign#followup-rules) for when calls do not reach a contact. 6. [Assign agents](/v1/docs/outbound-dialer-adding-a-new-campaign#assigned-agents) to the campaign. 7. [Finalize and launch the campaign](/v1/docs/outbound-dialer-running-a-campaign). [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Launching%20Your%20Dialer%20Campaign.mp4) ## Create a new Dialer campaign To create a new Dialer Campaign, navigate to **Outbound > Dialer campaigns** from the navigation bar to open the **[Dialer campaigns](/v1/docs/outbound-dialer-campaigns-view)** interface. This page lists all the campaigns in your contact center, displays their statuses, and lets you start, pause, and stop campaigns. ![Dialer Campaigns page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Campaigns%20view.png) To add a new campaign, click **Add new campaign**. ![Dialer Add Campaign](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Add%20Campaign.png) The **Add campaign** page includes the following sections that you configure to set up your campaign: | Section | Description | | --- | --- | | General | The name and basic campaign dialing settings | | Contact's local time | When you want contacts to be called | | Calling lists | The list of contacts to call – this comes either from a CSV you import or from your CRM | | Caller ID Groups | The numbers that you are calling from | | Follow-up rules | The rules for redialing calls or sending a follow-up WhatsApp message, depending on whether the call is answered by a machine, Abandoned, not answered, rejected, failed, or busy | | Agents | The teams and/or individual agents who are part of the campaign | The following sections provide detailed steps for adding a new campaign to your contact center. Once the configuration is complete, click **Save** at the bottom of the **Add campaign** page to finalize your campaign setup. ### General settings The **General** settings enable you to tune the campaign to suit your contact center resources and objectives. #### Campaign name Give your campaign a unique name that makes it easy to identify and find using the **Search** feature in the **Dialer campaigns** list. #### Strategies Voiso offers different dialing strategies, dependent on your needs: **Progressive** (Progressive Dialer), **Predictive** (Predictive Dialer, and **AI Powered Predictive**). #### Progressive strategy With the Progressive strategy, you can control the **Dial level**, which determines the number of calls dialed per available (logged-in) agent in the campaign. ![Dialer Add Campaign General](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Add%20Campaign%20General.png) The number of calls dialed = the number of active agents x the Dial level. For example, with 4 agents and a dial level of 2, the system makes 8 simultaneous calls. Fractions like 2.5 can be used (for example, 4 agents x 2.5 = 10 calls). To handle the condition where there is only a small number of active agents, select **if agents less than** option, specify the limited number of agents, then specify a lower dial level. #### AI-powered Predictive strategy This strategy with [AI-powered predictive dialer](https://voiso.com/products/predictive-dialer/) uses Artificial Intelligence (AI) to dynamically adjust the Dial level based on campaign metrics and historical data. ![Dialer Add Campaign General Predictive](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Add%20Campaign%20General%20Predictive.png) The **AI-powered Predictive** strategy considers factors such as: - Abandonment Ratio – the percentage of calls placed when all agents are busy - Answer ratio - Agent waiting time - Average call duration This strategy reduces manual adjustments and ensures optimal performance throughout the campaign. Note [Answering Machine Detection](/v1/docs/outbound-dialer-adding-a-new-campaign#general) (AMD) is required for AI-powered predictive campaigns. Note The old Predictive dialing strategy is no longer supported. Please use the AI-powered Predictive strategy instead. #### Max Dial Time The **Max Dial Time** parameter sets the maximum time the system waits for a contact to answer. The default is 60 seconds, but for greater efficiency, Voiso recommends 30 to 40 seconds. Avoid setting this value below 15 seconds to ensure contacts have adequate time to answer. #### Max Wait Time **Max Wait Time** specifies how long a contact waits after picking up for an agent to answer. If all agents are busy, calls exceeding the default 5-second wait time are terminated. #### Max Dial Attempts This parameter defines how many times (redial attmepts) the system attempts to call a contact if they do not respond. Set this based on your campaign goals: - To find new clients by calling through a list as rapidly as possible and eliminate the possibility of callbacks, set **Max Dial Attempts** to 1. - To reach as many customers as possible, try setting **Max Dial Attempts** to 5 or higher. You must specify [follow-up rules](/v1/docs/outbound-dialer-adding-a-new-campaign#followup-rules) for different *incomplete call* scenarios for **Max Dial Attempts** to apply. #### Voice message Select an audio file from your [media library](/v1/docs/administration-media) to play to contacts when agents are busy. If no media is specified, contacts hear nothing while waiting to connect. #### Answering Machine Detection [Answering Machine Detection](/v1/docs/use-cases-amd) (AMD) analyzes the first 3.5 seconds of a call to determine if it is answered by a person or a machine. Thanks to [AMD](https://voiso.com/products/predictive-dialer/answering-machine-detection/), calls answered by machines are disconnected automatically, ensuring agents only handle live calls. ![Dialer Campaigns AMD Leave Voice Message](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Campaigns%20AMD%20Leave%20Voice%20Message.png) Tip Instead of ending the call, you have the option to specify a pre-recorded voice message that is automatically played when the system detects that Voicemail has started recording a message. #### Live campaign The **Live campaign** feature allows campaigns to run indefinitely by periodically retrieving leads through [integrations](https://voiso.com/integrations/) such as: - [CRM](/v1/docs/crm-integration-overview). - [API](https://developers.voiso.com/reference/campaigns-overview). - [Zapier integration](/v1/docs/zapier-integrations). ### Contact's local time The **Contact's local time** feature allows you to control when contacts in your campaign may be called. Voiso automatically identifies the local time zone of each phone number in the campaign and ensures that calls are placed only during the days and hours you specify. This prevents calls from being made at inconvenient times, such as late at night or during dinner hours. For example, if you set the calling window to 11:00 AM to 3:00 PM, Voiso will only place calls to contacts within that time frame in their respective local time zones, regardless of the time zone of your agents or contact center. If no destinations are available within the specified calling window while the campaign is running, the campaign will pause automatically. ### Calling list Voiso offers two methods for adding contacts to a campaign: - Importing a comma-separated values (CSV) file. - Integrating directly with your [CRM](/v1/docs/outbound-how-to-run-a-dialer-campaign#crm-integration). #### CSV To use this method, prepare a file containing phone numbers and optional contact information for the campaign. Save the file in CSV or CSV UTF-8 format. Each line should include up to two columns of data for a contact: - The first column contains the contact's phone number. - The second column is optional and may include additional information such as the contact's name, email, or location. Each line is separated by a carriage return line feed, and columns are separated by a comma. For example: ``` 16321450333,Alice Cook alice.cook@mail.com Manchester 11757509511 11734505466,Kevin Cooke kev.cooke@mail.com Liverpool ``` In a spreadsheet, the CSV would look like this: | Number | Information | | --- | --- | | 16321450333 | Alice Cook alice.cook@mail.com Manchester | | 11757509511 | | | 11734505466 | Kevin Cooke kev.cooke@mail.com Liverpool | Unsupported characters Symbols other than "@" are not supported. Avoid using characters such as "^", "$", and "§". Commas should only be used to separate phone numbers and contact data. ### Importing a CSV file To use a CSV as your calling list: 1. From the **Method** menu, select **CSV**. 2. Click **Import calling list (.csv)** and navigate to the file on your computer or network. #### CRM To use contacts from your [CRM](/v1/docs/outbound-how-to-run-a-dialer-campaign#crm-integration) as your calling list: 1. From the **Method** menu, select the name of your CRM. 2. Fill out the required fields based on your CRM integration details. Tip Refer to your CRM documentation or integration setup guide for specific requirements. #### Omitting destinations After saving your campaign, Voiso analyzes the calling list to identify all destinations (countries and regions) and adds the **Contact sources and countries** section to the campaign settings. To exclude specific destinations from your contact list: 1. In the **Dialer campaigns** table, click the name of the campaign to open the **Edit campaign** page. 2. Scroll down to the **Contact sources and countries** section to view the destination list. ![Dialer Contact Sources and Countries](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Contact%20Sources%20and%20Countries.png) 3. Deselect any countries or regions you want to exclude from the campaign. 4. Click **Save** to apply the changes to the campaign settings. ### Caller ID sets To run your campaign, you must specify at least one number from which your contacts will be called. Campaigns typically include multiple Caller IDs, organized into [Caller ID](https://voiso.com/products/predictive-dialer/local-caller-id/) sets. To add a Caller ID set: 1. Click **Add set**. A text field will appear, labeled **Set 2**. Each additional set you create will be numbered sequentially (for example, Set 3, Set 4). 2. Enter Caller ID numbers manually by typing them or pasting a selection of numbers. Separate numbers using commas or by placing each on a new line. ![Dialer Caller ID Groups](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Caller%20ID%20Groups.png) Caller ID numbers within a set are used in rotation for each call. This ensures varied representation for your [outbound calls](https://voiso.com/solutions/outbound-call-center-software/). You can run multiple campaigns simultaneously and assign the same or different Caller ID numbers for each campaign. Caller ID sets can also be configured for [redialing](/v1/docs/outbound-dialer-adding-a-new-campaign#followup-rules) scenarios. #### Local Caller ID For campaigns targeting multiple countries or regions, you can assign a Caller ID that matches the destination of each call. 1. Select **Use local Caller ID** to activate this feature. 2. Assign Caller IDs for each destination. If you add multiple numbers for a destination, they will be used in rotation. 3. If no local Caller ID is available for a specific destination, Voiso will randomly select a number from your list. For example, a campaign targeting Germany, France, and Italy will rotate through the [German numbers](https://voiso.com/virtual-phone-numbers/germany/) for calls to Germany and the [French numbers](https://voiso.com/virtual-phone-numbers/france/) for calls to France. For Italy, where no local Caller ID is available, Voiso will randomly use any number from your list. Tips - Use different Caller ID numbers for campaigns than you do for manually dialed calls. - Voiso recommends having at least 1 Caller ID for every 1000 to 1500 contacts in your calling list to ensure efficient processing. For example, for 6000 contacts, maintain 4 to 6 Caller ID numbers. ### Follow-up rules Follow-up rules allow you to define how the campaign should handle various scenarios when a call is not completed. If you elect to redial the call, the total number of redial attempts (callbacks) is constrained by the **Max Dial Attempts** setting. If you elect to send a WhatsApp message to the contact, review the following article for details on how to set up your contact center: [Automating WhatsApp messaging in a campaign](/v1/docs/automating-whatsapp-messaging-in-a-campaign). You can configure rules for the following scenarios: | Scenario | Description | | --- | --- | | Machine answered | The call was answered by an answering machine. This rule is only available if **[Answering Machine Detection](/v1/docs/outbound-dialer-adding-a-new-campaign#general)** is enabled for the campaign. | | Abandoned | The call was answered by a person, but no agents were available, and either the person hung up or the call was terminated by the system. | | No answer | The call was not answered. | | Rejected | The call was rejected by the carrier, the contact, or due to technical issues. | | Failed | The call did not go through. | | Busy | The contact was on another call or was in **Do Not Disturb** mode. | #### Adding a follow-up To configure redial rules: 1. Click **Add Rule** next to the rule type you want to configure. 2. Select **Redial** from the action menu. 3. For each action, define the redial attempts and set a **Wait** period. **Wait** specifies the duration (in seconds, minutes, or hours) before retrying a call. You can define multiple redial attempts with varying wait times for a single scenario. For example, you might configure shorter wait times for a **Busy** line and longer wait times for **No answer** scenarios. ![Dialer Campaign Follow-up Rules WhatsApp](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Campaign%20Follow-up%20Rules%20WhatsApp.png) When the maximum number of attempts is reached for any individual rule, the system will stop redialing that number. However, the system tracks separate attempts for each rule type. For instance, if a call is first answered by a machine, later goes unanswered, and finally encounters a busy signal, those count as three distinct attempts. Redialing will continue until either **Max Dial Attempts** is reached or all specified attempts for each rule type are completed. **Switching Caller IDs** To prevent multiple calls from the same Caller ID, select **Switch Caller ID set** next to the rule. If **Use local Caller ID** is enabled, the new set will inherit this rule. #### Adding a Send WhatsApp message rule To [configure Send WhatsApp message rules](/v1/docs/automating-whatsapp-messaging-in-a-campaign): 1. Click **Add Rule** next to the rule type you want to configure. 2. Select **Send WhatsApp** from the action menu 3. For each action, specify the WhatsApp channel and WhatsApp message template to use. ![Dialer Campaign Follow-up Rules WhatsApp](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Dialer%20Campaign%20Follow-up%20Rules%20WhatsApp.png) #### Follow-up mode The **Follow-up mode** lets you specify how priority is assigned to numbers to be redialed during follow-up dialing. Select of of the following follow-up modes to determine redial priority: - **Timer** — the default behavior. Redialing strictly follows the configured [delay timer rules](/v1/docs/outbound-dialer-adding-a-new-campaign#add-rule). - **Lowest attempt** — respects the delay timer rules but prioritizes numbers with the fewest dial attempts. For details about how **Lowest attempt** works, see: [Adding a campaign](/v1/docs/outbound-dialer-adding-a-new-campaign#follow-up-mode). ### Agents Before adding agents to a campaign, ensure you have created the necessary [users](/v1/docs/users-users), [teams](/v1/docs/users-teams), and [skills](/v1/docs/users-skills). Voiso provides flexibility in assigning agents to campaigns. You can add agents as part of a team, individually, or include all agents or teams. If you assign a team, you can still remove specific agents from the campaign without removing them from the team by expanding the team entry and deselecting individual members. #### Adding teams - To add all teams, select **Teams**. - To add specific teams, select the team name. Click the expand icon to open a team's details, where you can select or deselect individual agents to include or exclude them from the campaign. #### Adding agents - To add all agents, select **Agents**. - To add specific agents, select the agent's name. If you have added all agents and want to exclude certain individuals, simply deselect their names from the list. Tip You can run multiple campaigns simultaneously; however, each agent can participate in only one campaign at a time. Agents can decide which campaign to join from their assignments using the **Join a campaign** feature in the **Agent Panel**. Learn more: [How to join a campaign](/v1/docs/agent-panel-outbound-campaigns#how-to-join-a-campaign). 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. Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute. Customer Relationship Management. A service for managing all your organization's relationships and interactions with customers (contacts) and potential customers. It that provides real-time agent access to customer data and previous interaction information to further personalize the customer experience. CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue. CID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent. The termination of an inbound interaction before it was connected to an agent. For Dialer campaigns, it refers to the dropping of a call because the system or agent was unable to connect. An automated outbound dialing technique that automates the process of making outbound phone calls so call center agents don't have to manually dial each number from the contact list. The Voiso Progressive dialer dials numbers automatically and filters out busy lines, answering machines, and disconnected numbers so that agents don't have to waste time on manual dialing and failed calls. Progressive dialers ensure agent availability before connecting a call. An approach to dialing that initiates a large volume of calls at one time. The Voiso Predictive AI analyzes the abandonment ratio, answer ratio, agent waiting time, average call duration, and more to tune the optimal dial level to predict the availability of outbound agents. Any calls that connect are transferred to available agents. This approach maximizes efficiency of agents who would otherwise waste time dialing a long list individual numbers without a guarantee of a connection. In an outbound Dialer campaign, the rate at which calls are dialed based on the number of active agents assigned to the campaign. The number of calls initiated per active user. Artificial Intelligence. A cognitive technology that uses and analyzes data, algorithms, and programming to perform actions, predict problems, and adapt to changing states. The percentage of inbound phone calls made to a contact center that were abandoned by the contact before speaking to an agent. It is calculated as abandoned calls divided by total inbound calls. Abandon rates have a direct relation to waiting times. Also, the percentage of Dialer campaign phone calls that were abandoned by the contact before being connected to an agent. Answering Machine Detection. A technology that helps identify calls answered by voicemail and answering machines, then terminates those calls without connecting them to an agent. AMD increases the number of live conversations your agents can have during a shift. The call can be added to the redial list. ## Related - [Part 1: Getting started](/outbound-dialer-campaign-getting-started.md) - [Part 3: Launching your campaign](/outbound-dialer-campaign-launching-your-campaign.md) - [Part 4: The agent experience](/outbound-dialer-campaign-agent-experience.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)