Outbound Campaigns
A List, a Queue, and a Window of Time
Upload the numbers, pick an outbound queue, and set when the campaign is allowed to dial. Answered calls connect to an agent who is free. If nobody is, the caller hears hold music instead of a dead line.
- Dialling
0491 570 221
Australia · Ringing
- No answer
(415) 555-0142
United States · Tried 9:12
- On hold
03 5550 0198
Australia · Waiting for an agent
- Connected
(212) 555-0188
United States · Maya Chen
What a Campaign Is Made Of
A List of Numbers
The campaign is the people you mean to reach: a list, not a single click-to-call. Each number is worked in turn while the window is open.
An Outbound Queue Only
Answered calls land in an outbound queue, with the agents assigned to it. Inbound queues stay for people calling you.
A Start and an End
Set the dates and the hours. The list doesn't keep dialling at 9pm because someone left a campaign switched on.
Answered Calls Reach a Free Agent
When someone picks up, the call connects to an agent who is available, so your team spends its time talking rather than listening to ringing.
Hold Music If Nobody Is Free
If every agent on that queue is already talking, the answered caller waits on hold with music until the next person is free.
The Same Floor as Inbound
Agents can sit on an inbound queue and an outbound queue. A campaign uses the people you assigned to the outbound one.
Window
Mon–Fri
9:00–17:00
Queue
Sales outbound
3 agents free
(415) 555-0142 answered · United States
Connected to Maya Chen. If she had been busy, the caller would hear hold music.
What Dialling From a List Is Worth
The List Gets Worked
Renewals, follow-ups, and the numbers sitting in a spreadsheet get dialled inside the hours you set, instead of when someone remembers.
Agents Talk to People Who Answered
The campaign connects answered calls to a free agent. Your team isn't sitting through unanswered rings.
Nobody Gets a Call at the Wrong Hour
The window is part of the campaign. Outside it, the list waits.
A Busy Queue Doesn't Drop the Answer
If the agent who should take it is already on a call, the person who picked up hears hold music until someone is free.
The Rest of the Switchboard
A campaign is one way calls get made. These cover the queues it dials into, the browser the agent answers on, and what happens to inbound calls on the same floor.
Inbound and outbound queues, with your own message and hold music.
Who is talking, who is idle, and how long callers have waited.
Recording, transfers, and listen, whisper, or take over on a live call.
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