How to Set Up a Campaign in VICIdial Outbound: Complete Step-by-step Manual

Planning and prerequisites (before you create the campaign)

• Admin access: Level 9 user required.
• SIP trunks configured and tested: At least one working outbound trunk.
• Users and phones created: Agent users and phone entries must exist.
• Lead data prepared: Clean CSV with required columns.
• Compliance & Caller ID rules: Know regional calling laws.

Quick overview: campaign components you'll configure

• Campaign record (campaign_id, name, dial prefix)
• Dial method and ratio (RATIO, PREDICTIVE, MANUAL)
• Hopper behavior (how leads move to queue)
• Lists and list uploads
• Trunk selection and dial suffix/prefix
• Agent groups and user permissions
• Call dispositions, wrapup codes, and reporting

Step 1: Create the campaign record (manager UI)

1. Login to VICIdial Manager as admin.
2. Navigate to CAMPAIGNS → Add a New Campaign.
3. Fill basic fields: Campaign ID (e.g., OUT_JAN_PROMO), Campaign Name, Dial Prefix, Campaign CID.
4. Save the campaign.

Step 2: Choose and configure the Dial Method (and ratios)

• MANUAL — agent dials manually
• RATIO — predictive-style with dial_level or ratio
• PREDICTIVE — maximizes agent talk time, requires tuning
• BLENDED — inbound and outbound together

Start conservative with RATIO (1.0–2.0) and monitor abandoned calls.

Step 3: Configure the Hopper and list behavior

1. Create/assign lists in LISTS → Add a New List.
2. Upload leads via CSV, map columns carefully.
3. Set hopper settings: Leads per Agent, Max Leads, Hopper refill threshold.

Step 4: Trunks and dial prefixes (call routing)

1. Create a trunk in Admin → Carriers/Trunks.
2. Set Campaign Dial Prefix and Dial Plan modifications if required.
3. Set Campaign CallerID to comply with provider policies.

Step 5: Users, agents, phones and permissions

1. Create user accounts (Users → Add).
2. Create phone entries for agents (Phones → Add).
3. Assign agents to campaigns by editing the user.
4. Agents log in to agent interface (AGC).

Step 6: Dispositions, wrapup codes, and call outcome handling

• Set pause codes for breaks.
• Configure wrapup codes (Sale, No Answer, Busy, etc.).
• Configure AMD or Call Progress Analysis if needed.

Step 7: Test campaign end-to-end (controlled pilot)

1. Set campaign ACTIVE = N while testing.
2. Upload 10–50 test leads.
3. Start agent session with MANUAL or conservative RATIO.
4. Confirm calls, agent log, and dispositions.

Step 8: Tune dialer performance & dial ratios

• Monitor answered calls/hour, abandonment rate, talk time.
• Lower ratio if abandonment is high.
• Predictive dialing requires excellent trunk quality.

Hoppers, priority leads and lead recycling strategies

• Use priority/rank column for high-value leads.
• Set retry intervals and max attempts.
• Use owner/territory fields for skill-based routing.

Reporting, QA and compliance

• Use VICIdial reporting for campaign KPIs.
• Monitor recordings and random call sampling.
• Document DNC removal flow and consent capture.

Disclaimer: This guide provides technical information only, not legal advice.

Common issues & troubleshooting checklist

• Agents get no calls: Check phone registration, campaign active, leads in hopper.
• High abandonment: Dial ratio too aggressive.
• Calls failing: Check SIP provider limitations.
• Wrong caller ID: Ensure campaign CID and trunk settings aligned.

Advanced topics (for scaling and customization)

• Multi-server setups with shared DB.
• Skill-based routing via custom AGI.
• CRM integration via API or DB triggers.
• Answering machine detection & surveys.

Practical checklist (copy / paste before you go live)

• Admin user ready and permissions set.
• SIP trunk registered and test calls pass.
• Campaign created with correct ID and CID.
• Dial method chosen (start conservative).
• Lists uploaded and hopper shows leads.
• Agents and phones created and assigned.
• Dispositions and wrapup codes defined.
• Test pilot completed with 10–50 leads.
• Monitoring/reporting configured.
• Compliance checks documented.

FAQs

1. What is the difference between Ratio and Predictive dialing in VICIdial?

Ratio dialing lets you control calls per available agent. Predictive dialing uses algorithms to predict agent availability, improving talk time but requiring tuning.

2. How many leads should I load into the hopper for a new campaign?

Start with 500–1000 leads and maintain 100–200 active leads in hopper.

3. Why are my agents not receiving calls even though the campaign is active?

Check hopper emptiness, phone registration, agent campaign assignment, and dial method configuration.

4. How can I reduce call drops or abandoned calls?

Lower dial ratio, ensure enough agents online, use AMD cautiously, check trunk latency.

5. Can I run multiple outbound campaigns at the same time in VICIdial?

Yes. Assign agents to specific campaigns or allow blended operation. Monitor server capacity.

Conclusion

Setting up an outbound campaign in VICIdial is both technical and strategic. From trunks and dial methods to hopper settings and agent assignments, every step influences performance. Once live, continuous monitoring and fine-tuning are essential. VICIdial is highly flexible — start clean, use accurate data, and pace your dialer properly for smoother operations.