Create and manage Dialpad Dialer campaigns

Create and manage your dialing strategies from the Campaigns overview page. Here, you can monitor live campaign statuses, create new campaigns, and customize your configuration settings.

Who can use this

Dialpad Admins and Contact Center Supervisors can create and manage Dialpad Dialer campaigns.

To access Dialpad Dialer campaigns, go to dialer.dialpad.com

Campaigns overview

From the Campaigns page, you can:

• Create a new campaign

• Edit an existing campaign

• Delete a campaign

• Search by campaign, campaign status, or by Contact Centers

Campaign table columns include:

• Campaign name: Name of the Dialer Campaign

• Contact center: The contact center where the campaign is applied

• Progress: The percentage of numbers in the campaign that have been dialed

• Status: The status of the campaign

  • Active

  • Paused

  • Scheduled

  • Draft

  • Ended

  • Archived

• Date created: The date when the campaign was created

Create a Dialpad Dialer campaign

To create a Dialpad Dialer campaign:

1. Go to dialer.dialpad.com

2. Select Create campaign
   

3. Enter the campaign name

   1. A campaign name cannot be longer than 50 characters.

4. Select the Contact Center where the Dialer will dial from

5. Confirm the Caller ID display

6. Select Continue

Once the campaign is created, you’ll be taken to the Campaign Settings page to configure the details.

Configure campaign settings

Before launching a campaign, you must add details such as the caller list, set any Do Not Contact (DNC) parameters, timezone details, and more.

Set campaign lists and run time

1. Select a list of contacts (leads) that the campaign will dial

   1. Choose from a custom list, an imported list, or a Salesforce List

2. Enter a campaign description

   1. Optional but recommended.

   2. Max 300 characters.

3. Set a start time

   1. Launch now: The campaign will begin dialing as soon as it is launched

   2. Scheduled start: The campaign will begin dialing at a determined time.

      1. Campaigns can be scheduled up to 7 days in advance and can last up to 7 days.

4. Set an end time (and timezone)

Set Do Not Contact details

Enabling Do Not Contact (DNC) prevents the system from contacting any records on your internal DNC list. This is enabled by default.

To enable/disable DNC dialing, select the Enabled/Disabled button.  

Note

DNC lists are added from dialer.dialpad.com/dnc

Set Dialer timzeone

Choose how the system should determine the contact's time zone. You can set the Dialer to review and call based on the following options:

• Only area code

• Time zone

  • If a timezone is not provided, the ZIP Code and area codes will be cross-referenced to determine if they are in the same time zone.

• Only postal code (if provided)

• Postal code and phone number area code

  • If the postal code is not provided, the phone number area code will be used.

Interaction window

The interaction windows select the days and times the campaign is allowed to make contact attempts. Dial attempts respect each record's time zone.

To enable dialing on a specific day, select the checkbox beside the day’s name. To adjust the dialing hours, select Edit hours.

Lines per agent

Use Lines per agent limit to control campaign pacing for available agents.

Use the plus and minus icons to increase or reduce the number of lines.

Disconnect message

The Disconnect Message is what the recipient hears  when the dialer terminates a call. If no agent is available, this message plays before the call disconnects.

Record a disconnect message in your Dialpad settings, then select it from the drop-down.

Voicemail behavior

When voicemail is detected, the campaign can either:

• Leave a voicemail message.

• Do nothing and end the call.

To record a voicemail message, go to your Dialpad Settings. Once recorded, the message will appear in the drop-down menu.

Multiple attempt rules

Multiple-attempt rules let you specify the number of attempts allowed per record.

Here, you can configure the:

• Total campaign attempts

  • Options from 1 through 15, subject to a company-wide administrator limit

• Time delay between attempts (in hours)

• Attempt result criteria

• SMS message sent after the last dial attempt

  • SMS availability and setup requirements may vary by account configuration.

  • Only leads who have opted in to SMS messages can receive the message.

Note

Delay and result criteria settings are only available when the number of campaign attempts is greater than 1.

Start a Dialer campaign

Now that the campaign settings have been configured, its time to start the campaign.

To start, select Launch.