A predictive campaign needs two things: at least one web-agent extension, created under Administration > Agent/Extension, and the campaign itself, created under Contact Center > Campaign Management > Add New > Agent Campaign. Set the dialing mode to Predictive, pick your contact group, and ICTDialer paces the outbound calls for you.
Download the predictive campaign setup guide (PDF)
Before you begin
- Confirm your outbound SIP trunk and permitted caller ID are configured and tested.
- Prepare the contact or lead group the campaign will dial. See the import guide.
- Confirm the agents, external call-center destination or skill group you plan to use is available.
- Prepare a script and an audio message if the campaign will use answering machine detection with the Leave Message action.
- Check that your account has permission to manage extensions and campaigns.
1. Create a web-agent extension
The ICTDialer Web Agent lets an agent work straight from a supported browser using the built-in WebRTC phone. There is no desktop softphone to install for normal web-agent work.
Navigation path: Administration > Agent/Extension > New Extension
- Sign in to ICTDialer with an administrator or authorized account.
- Open Administration and select Agent/Extension.
- Select New Extension in the upper-right corner.
- Enter the agent and extension details.
- Select Save to create the extension.
| Field | What it does |
|---|---|
| Agent Name | A recognizable name for the agent. |
| Agent Number | The extension or login identifier the agent will use. |
| Forward To | Select Agent/Device for a browser-based web agent. Use External Call Center or Skill Group only when your deployment needs that routing. |
| Web Phone | Set to Active for a browser-based agent. |
| Secret/Password | A secure login secret for the extension. Share it only with that agent. |
2. Open the agent campaign form
Navigation path: Contact Center > Campaign Management > Add New > Agent Campaign
- Open Contact Center and select Campaign Management.
- Review the campaign list. Existing campaigns can be edited, monitored, started, stopped or paused from here.
- Select Add New.
- Choose Agent Campaign to open the configuration form.
3. Configure the basic settings
| Field | What it does |
|---|---|
| Campaign Name | A clear, unique name that identifies the campaign. |
| Dialing Mode | Select Predictive Dialing. ICTDialer paces several outbound attempts at once and connects answered calls to free agents. |
| Caller ID Type | Custom, User Caller ID or Anonymous Caller ID, depending on your SIP provider and your business rules. |
| Custom Caller ID | A caller ID your SIP provider permits. If the trunk already enforces a fixed caller ID, the campaign can normally use that value. |
| User Caller ID | Uses the configured user telephone number as the outbound caller ID. |
| Anonymous Caller ID | Hides the caller identity where that is supported and legally permitted. |
Caller ID requirement: Only use caller IDs your SIP provider has authorized and that the telecom regulations in your market permit.
4. Set the campaign schedule
A campaign can start the moment you save it or wait for a scheduled date and time. It can stop on its own once every contact has been processed, or at a time you choose.
| Field | What it does |
|---|---|
| Start Campaign, Immediately | Dialing begins as soon as the campaign is saved and activated. |
| Start Campaign, On Scheduled Time | Dialing begins on the date, time and weekdays you select. |
| Stop/Pause, When Done | The campaign stops once all eligible contacts and retries have been processed. |
| Stop/Pause, On Scheduled Time | The campaign pauses or stops at the date and time you set. |
5. Configure the agent campaign controls
| Field | What it does |
|---|---|
| Action on AMD, Disabled | No attempt is made to tell a person apart from an answering machine. |
| Action on AMD, Hangup | When answering machine detection spots a machine, the call ends instead of going to an agent. |
| Action on AMD, Leave Message | When detection spots voicemail or an answering machine, your pre-recorded message plays. |
| Dialog/Script | The script shown to the agent. Scripts can carry custom tokens that get replaced with contact data. |
| Acceptable Abandonment Ratio | Your maximum target abandonment ratio. ICTDialer uses it when adjusting predictive pacing. |
| Agent/Operator Extension | Individual agents or an existing skill group. Pick a skill group and its ring strategy and wrap-up settings apply. |
| 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. |
| Suggested Dialing Order | The retry order. Use Repeat Primary when the primary number should be tried again before any alternative. |
Note: Start with a conservative channel limit and abandonment target. Raise the pacing gradually while you watch available agents, answer rate, queue wait time and abandonment.
6. Select the campaign contacts
| Field | What it does |
|---|---|
| Source | Contact or Lead, matching the record type your campaign uses. |
| Contact Type | Select Group to use an existing contact or lead group, or use the file upload option to import straight from the campaign form. |
| Contact Group | One or more groups. With several groups selected, set priorities to control the order or frequency in which they are dialed. |
| Contact List Closure | What happens when the list runs out. Choose Conclude Campaign to finish once all contacts and retries are complete. |
7. Save, start and monitor
- Review every setting, especially caller ID, schedule, assigned agents, channel limit, retries and the selected contact groups.
- Select Save to create the campaign.
- Start it immediately, or let the schedule activate it.
- Confirm your agents are logged in, set to Predictive mode and marked Ready.
- Watch Live Statistics, CDR, Agent Statistics and the Disposition report while the campaign runs.
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.
What to do next
Send your agents to the agent panel guide so they know how to go Ready and disposition calls correctly, then use the reporting guide to read the numbers your campaign produces.
Frequently asked questions
What is predictive dialing?
The dialer places more calls than it has free agents, predicts how many will be answered, and connects the answered ones to whoever is available. It cuts agent idle time compared with dialing one number at a time.
How many concurrent channels should I start with?
Start low and increase gradually. Watch your abandonment ratio and queue wait time as you raise it. Pushing channels too high too fast is the usual cause of abandoned calls.
Do my agents need to install software?
No. Set Web Phone to Active on the extension and the agent works from a supported browser using the built-in WebRTC phone.
What does the abandonment ratio setting actually do?
It caps how aggressively ICTDialer paces the campaign. The lower the target, the more conservative the dialing.
Can one campaign dial several contact groups?
Yes. Select multiple groups and give each a priority to control the order and frequency in which they are dialed.
Why are answered calls reaching voicemail instead of agents?
Check your Action on AMD setting. Hangup ends those calls, Leave Message plays a recording, and Disabled passes everything through to an agent.