Quickstart: Dialer Types

Before you start

• All dialer settings are found in Edit Campaign > Dialer Settings.
• Know your campaign goals (high-volume, personalised outreach, manual control, etc.).

Step-by-step

1. Choose Your Dialer Type

Power Dialer (default choice for most campaigns)

• Automatically calls the next lead as soon as the previous call ends
• Uses dialer priority rules to call leads in the most optimal order
• Ideal for balanced, medium-to-high volume campaigns.

Predictive Dialer (best for high-volume outreach)

• Dials more leads than available agents to reduce agent waiting time
• Connects answered calls instantly to free agents
• Automatically adjusts aggressiveness based on answer rates
• If a call is answered when no agent is available, it becomes a dropped call and is returned to the queue with the highest priority.

Basket Dialer (for manual selection and personalised calls)

• Agents choose leads from a list—ideal when reviewing details before calling
• Works like a personalised to-do list
• Admins refill baskets when empty.

2. Configure Additional Dialer Settings

Lead Data Preview

Allows agents to review lead information before dialing—great for preparation and time management.

Options:

1. Click to Dial
2. • Agents manually start the call after reviewing the data.
2. Preview Mode
3. • Auto-preview for a set number of seconds before the call starts
   • Power Dialer: preview on all calls or private redials
   • Predictive Dialer: preview available only on private redials.

Redial Settings

When a call is not answered, busy, or goes to voicemail, it becomes an Automatic Redial.

• Set Automatic Redial Hours (e.g., 25 hours) to try again at a more favourable time.
  Example: No answer at 10:00 Monday → Retry at 11:00 Tuesday.

Dialing Duration

Controls how long the system should let the phone ring before marking the call as “not answered.”

• Test different durations to improve contact rate
• Lower durations can save agent time by avoiding statistically unlikely pickups
• Use a slightly longer duration for Private Redials—these leads expect your call!

Dial Through

At the bottom of Dialer Settings:

• Enable Dial Through to allow agents to call secondary numbers if the primary number doesn't answer.

Check it’s working

• The campaign displays the selected dialer type
• Agents see correct behaviour (automatic calling, predictive flow, or basket list)
• Preview, redial, and dialing duration settings take effect during live calling.

Troubleshooting essentials

• Agents aren’t getting calls? check dialer type and available agent count
• Dropped calls too high? reduce predictive aggressiveness
• No lead preview? ensure preview is enabled and dialer type supports it
• Basket not filling? admins may need to refill assigned baskets.