To run a predictive campaign you need an activated ICTDialer portal account, a contact group to dial, and at least one web-agent extension. Import your list under CRM > Customer > Contacts, create the agent under Administration > Agent/Extension, then build the campaign under Contact Center > Campaign Management > Add New > Agent Campaign and set the dialing mode to Predictive.
Before you start: get your account activated
ICTDialer is a hosted service, so the first step happens off the dialer. You choose your plan on the pricing page, set your credit limit and agent limit, and complete the purchase.
Once payment clears, our team creates your portal account, applies your package, sets your credit and agent limits, creates your agent accounts and sends the login details by email or support ticket. You sign in to the dialer at service.ictdialer.com.
Note: Three systems are involved and it helps to know which is which. Read the platform guide if you are not sure whether a task belongs on the website, the billing portal or the dialer portal.
Wait for activation: Account setup is done by our team after payment, not instantly at checkout. Nothing below is possible until you have received your portal credentials.
Step 1. Import the list you want to dial
A predictive campaign dials a contact group, so the group has to exist before the campaign does. Create the group first, then import records into it.
Navigation path: CRM > Customer > Contacts > Import
- Create the contact group that will hold the records.
- Prepare your file with a clean header row and one record per line.
- Open CRM, select Customer, then Contacts, then Import.
- Upload the file, choose the destination group, and map each column to the matching ICTDialer field.
- Run the import and check the result before you dial anything.
Phone number formatting is where most imports go wrong. The contact and lead import guide covers field mapping, number formats and how to check the group after the import finishes.
Step 2. Create your web-agent extensions
Predictive dialing only works if there are agents for answered calls to land on. Each agent needs an extension. The ICTDialer Web Agent runs in a supported browser with a built-in WebRTC phone, so there is no softphone to install.
Navigation path: Administration > Agent/Extension > New Extension
| Field | What it does |
|---|---|
| Agent Name | A recognizable name for the agent. |
| Agent Number | The extension or login identifier the agent uses. |
| Forward To | Select Agent/Device for a browser-based web agent. |
| Web Phone | Set to Active so the agent can work from the browser. |
| Secret/Password | A secure login secret. Share it only with that agent. |
Step 3. Build the predictive campaign
Navigation path: Contact Center > Campaign Management > Add New > Agent Campaign
- Open Contact Center and select Campaign Management.
- Select Add New, then Agent Campaign.
- Give the campaign a clear name and set Dialing Mode to Predictive Dialing.
- Set your caller ID type and value to something your SIP provider permits.
- Choose whether the campaign starts immediately or on a schedule, and when it stops.
- Select your agents or skill group, then set the pacing controls below.
- Pick the contact group or groups the campaign will dial.
- Save the campaign.
Step 4. Set the pacing controls
These are the settings that decide how hard the campaign dials. Getting them wrong is the usual cause of abandoned calls.
| Field | What it does |
|---|---|
| Acceptable Abandonment Ratio | Your maximum target abandonment ratio. ICTDialer uses it when adjusting predictive pacing. |
| Maximum Concurrent Channels | The ceiling on simultaneous outbound channels for this campaign. |
| Maximum Retries | How many extra attempts ICTDialer may make when a call does not complete. |
| Action on AMD | Disabled passes everything to an agent, Hangup ends detected machine answers, and Leave Message plays your recording. |
| Suggested Dialing Order | The retry order. Repeat Primary tries the primary number again before any alternative. |
| Contact List Closure | What happens when the list runs out. Conclude Campaign finishes once all contacts and retries are done. |
Note: Start conservative. Set a low channel limit and a low abandonment target, then raise the pacing gradually while you watch available agents, answer rate and queue wait time.
Every field on the campaign form is documented in the predictive campaign setup guide.
Step 5. Brief your agents and go live
Before the campaign starts, confirm your agents are logged in to the agent panel, set to predictive mode and marked Ready. Calls will not be delivered to an agent who is logged in but not Ready.
- Agents sign in to the agent panel and set their status to Ready.
- Start the campaign, or let the schedule activate it.
- Watch the first few minutes closely and confirm calls are connecting to agents.
- Check that agents are recording a disposition on every call.
Send the agent panel guide to your team so they know how to go Ready, handle connected calls, use redial and record dispositions consistently.
Step 6. Read the results
Reporting lives under the Reports menu. Each report answers a different question about the campaign.
| Field | What it does |
|---|---|
| Overview | The high-level picture of campaign activity. |
| Live Statistics | What is happening right now while the campaign runs. |
| CDR | The call-by-call detail record for every attempt. |
| Agent Statistics | How each agent performed across the shift. |
| Disposition Report | The outcomes your agents recorded, which is where campaign quality shows up. |
| Call Recording | Recorded audio, where recording is enabled and permitted. |
The reporting guide explains how to read each of these and what to change when the numbers look wrong.
Common problems
| Field | What it does |
|---|---|
| Abandonment is too high | Lower your Maximum Concurrent Channels and your Acceptable Abandonment Ratio, and confirm enough agents are Ready. |
| Agents are sitting idle | Your channel limit is probably too low for the number of Ready agents, or your list quality is poor. Check the answer rate in Overview first. |
| Calls are hitting voicemail | Review your Action on AMD setting. Disabled sends every answer to an agent, including machines. |
| Calls fail immediately | Check your caller ID against what your SIP provider permits, then check the failure reason in CDR. |
| The campaign will not start | Confirm the schedule, the assigned agents and that the selected contact group actually contains records. |
Compliance: Set calling hours, consent rules, do-not-call controls, recording and abandonment limits to match the laws and provider policies that apply to your campaign.
Frequently asked questions
How long after payment can I start dialing?
Your account is created manually by our team after payment clears. You will receive your portal credentials by email or support ticket, and you can start once those arrive.
Do agents need to install a softphone?
No. Set Web Phone to Active on the extension and the agent works from a supported browser using the built-in WebRTC phone.
Where do I log in to run campaigns?
The dialer portal at service.ictdialer.com. Billing and invoices are separate, at service.ictvision.net. See the platform guide.
How many concurrent channels should I start with?
Start low and raise it gradually while you watch abandonment and queue wait time. Pushing channels too high too fast is the most common mistake.
Can one campaign dial more than one contact group?
Yes. Select multiple groups and give each a priority to control the order and frequency in which they are dialed.
What happens if I cancel my subscription?
Cancelling in the billing portal terminates the subscription. The account is suspended, portal access is disabled, and campaigns cannot run until the service is renewed or reactivated.