> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/manage-outbound-dialing/campaign-dialer.md). # Configure the Campaign Dialer Configure and validate the Campaign Dialer for Dialogue Cloud Neo (Connect). The Campaign Dialer places agent-assisted outbound calls from call-list records. It first hunts an available agent for the configured skill, then calls the customer into the session. {% hint style="info" %} This guidance applies to Dialogue Cloud Neo (Connect). Dialers are not available for Dialogue Cloud Neo (Unify). For the deployment-model differences, see [Connect vs Unify](/set-up-dialogue-cloud-neo/connect-vs-unify.md). {% endhint %} ## Before you begin * Confirm that Campaign Dialer is licensed and enabled for the customer environment. * Confirm that the contact center uses Dialogue Cloud Neo (Connect). * Confirm the skill that should handle each campaign or callback record. * Test the callflow, business-hours, holiday, retry, voicemail, and reporting behavior before adding production records. * Use a standard agent skill unless support or product guidance has validated another skill behavior for the scenario. ## Configure Campaign Dialer settings | Setting | Purpose | Value or default | | -------------------------------- | ---------------------------------------------------------- | --------------------------------------- | | `StartOutboundDialerOnStartup` | Starts the Campaign Dialer engine during startup. | Default `False`. | | `EnableOutboundDialer` | Enables or disables processing of Campaign Dialer records. | `True` or `False`; default `False`. | | `OutboundDialerDeclineRetry` | Specifies the number of retry attempts. | Default `3`; configure per deployment. | | `OutboundDialerDeclineRetryTime` | Specifies the number of minutes between retry attempts. | Default `15`; configure per deployment. | {% hint style="warning" %} Changing startup behavior may require a service restart or planned change window. Confirm the operational procedure for the customer environment before applying the change. {% endhint %} ## Activate or stop processing Set `EnableOutboundDialer` to `True` to allow the dialer to process eligible records. Set it to `False` to stop processing new records. After changing the setting: 1. Confirm that the setting value is saved. 2. Confirm whether the change requires a restart or operational action in the customer environment. 3. Add one controlled test record. 4. Validate that the dialer hunts the expected skill before calling the customer. ## Callback use case Campaign Dialer can support callback scenarios where a customer leaves a phone number and is called back when an agent becomes available. For the full caller path, IVR or Dialogue Studio action, callback phone-number handling, and queueing design, see **Callback journeys**. {% content-ref url="/pages/exG2JtyGssxhoZAHsZeq" %} [Callback journeys](/contact-center-configuration/building-your-callflow/callback-journeys.md) {% endcontent-ref %} Callback requests are written to the Campaign Dialer call list and are processed through the same queueing behavior as other Campaign Dialer records. If a large campaign is already queued, later callback requests can be delayed unless the design uses priority, ordering, separate skills, or automation to keep callback handling distinct. Use the **Callback** action in the IVR Questions list when the caller should be offered a callback from an agent who becomes available. The action can be used from queue and system-message paths such as Welcome Message, Message Closed, Message Overflow, question items, or Message Busy, depending on the caller journey. Review these callback settings when callback phone numbers are entered or detected: | Setting | Purpose | | ---------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | `CallbackDefaultRegion` | Defines the default country or region used when the caller enters a callback phone number, for example `US` or `NL`. Use an ISO 3166-style country or region code approved for the environment. | | `EnableCallbackPhoneNumberValidation` | Attempts to validate the callback number for E.164 compatibility and the configured `CallbackDefaultRegion`. | | `EnableCallbackPhoneNumberNormalization` | Controls Microsoft dial-plan phone-number normalization before the outbound callback number is used. | ## Manage call-list records Campaign Dialer records define the customer target, the skill used to find an agent, schedule windows, priority, and voicemail behavior. Manage these records through the outbound dialer call-list location used by the customer environment. For field-level guidance, see [Manage outbound dialer call lists](/operate/maintain-and-change/outbound-dialer-call-list.md). {% hint style="warning" %} Large voicemail audio files can delay high-volume campaign processing. Test the campaign with representative audio content before running a production batch. {% endhint %} ## Agent preparation before calling a customer You can configure the dialer to wait until the agent confirms readiness before the customer is called. | Setting | Purpose | Value or default | | ----------------------------------------- | ------------------------------------------------------------------------------------- | ------------------------------------------------------------ | | `CallbackWaitUntilAgentReady` | Determines whether the dialer waits to call the customer until the agent presses `#`. | Default `false` | | `CallbackWaitUntilAgentReadyTextToSpeech` | Text spoken to the agent to explain how to confirm readiness. | Default `Press the POUND key to start calling the customer.` | `CallbackWaitUntilAgentReadyTextToSpeech` is a text prompt, not a Boolean setting. ## Voicemail handling If the customer call reaches voicemail, an agent can mark the attempt as voicemail by pressing `*`. The dialer can then apply voicemail retry behavior and play configured voicemail messaging. Relevant prompt settings include: | Setting | Purpose | | ------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------ | | `CallbackAllowAgentToMarkCallAsFailedBeforeCustomerAnswered` | Allows the agent to press `*` to mark the outbound session as failed before the customer answers. Default `False`. | | `CallbackPressKeyOnVoicemailTextToSpeech` | Prompt that tells the agent which key marks the call as voicemail. | | `CallbackRetryScheduledTextToSpeech` | Prompt played when the attempt is scheduled for retry. | Default prompt values are: | Setting | Default | | ----------------------------------------- | ---------------------------------------------------------------------------------------- | | `CallbackPressKeyOnVoicemailTextToSpeech` | `Press the STAR key to schedule the callback for a retry if the call goes to voicemail.` | | `CallbackRetryScheduledTextToSpeech` | `Scheduled a retry.` | ## Retry and result reference The result field reflects the most recent attempt. Use the detailed results consistently when troubleshooting a campaign. | Agent outcome | Customer outcome | Reported result | | ---------------------------------------------------------------------------------------- | ----------------------------------------------------------- | ----------------------------------------------- | | Agent does not answer. | Not applicable. | `AgentHuntFailed` | | Agent answers, but the system cannot detect the agent in the call after the wait period. | Not applicable. | `TimeoutWhileWaitingForAgent` | | Agent answers, but the customer invite is invalid. | Customer cannot be called. | `Invalid invite SipUri` | | Agent answers, but an unknown failure prevents inviting the customer. | Customer cannot be called. | `Unknown` | | Agent disconnects while the customer is ringing. | Customer call is cancelled. | `AgentHungUpBeforeCustomerAnswered` | | Agent marks the call as failed before the customer answers and that behavior is enabled. | Customer is not connected. | `AgentMarkedCallAsFailedBeforeCustomerAnswered` | | Agent answers. | Customer rejects the call. | `CustomerRejectedCall` | | Agent answers. | Customer does not answer. | `CustomerDidNotAnswer` | | Agent answers. | Customer answers and the agent marks the call as voicemail. | `CallWentToVoicemail` | | Agent answers. | Customer answers. | `Answered` | ## Agent feedback prompts The dialer can play outcome-specific feedback to the agent during outbound dialing. Use these settings only when the customer journey requires explicit spoken feedback before or after a failed outbound attempt. | Setting | Purpose | | -------------------------------------------------------- | ---------------------------------------------------------------------- | | `OutboundSessionAgentFeedbackEnabled` | Enables outbound-session agent feedback prompts. | | `OutboundSessionAgentFeedbackVoice` | Selects the text-to-speech voice for outbound-session feedback. | | `OutboundSessionAgentFeedbackVoicemailText` | Text played when the outbound call reaches voicemail. | | `OutboundSessionAgentFeedbackBusyHereText` | Text played when the customer endpoint returns busy. | | `OutboundSessionAgentFeedbackRequestTimeoutText` | Text played when the customer endpoint does not answer before timeout. | | `OutboundSessionAgentFeedbackTemporarilyUnavailableText` | Text played when the customer endpoint is temporarily unavailable. | ## Validate the configuration * Test with one controlled record before adding production records. * Confirm that the selected skill hunts the expected agents. * Confirm that voicemail prompts and audio behave as expected. * Confirm that retry counts and results match the intended campaign behavior. --- # Agent Instructions This documentation is published with GitBook. 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