Outbound

The Outbound tab appears on Outbound and Blended campaigns. It controls how the campaign dials: what number it shows, how fast it goes, which lead it picks next, and when it’s not allowed to call at all.

Caller ID

Local presence decides whether the campaign picks a caller ID per call or always uses the same one.

On — each call dials from the outbound-pool number closest to the lead, matched by ZIP, then state, then area code, rotating through the least-dialed number first. This is what makes a call to a Denver lead show up as a Denver number.

A campaign with no pool numbers cannot auto-dial

Local presence draws entirely from Numbers → Outbound Pool. If that pool is empty, the campaign has nothing to dial from and simply won’t place calls. Add numbers under Numbers → Outbound Pool, or use the pool coverage wizard to buy numbers spread across the states you call into.

Off — pick one Outbound caller ID and every call dials from it. The dropdown offers your outbound-pool numbers plus any shared numbers already attached to this campaign.

Dialing pace

Pacing mode is the single biggest lever on this screen.

Fixed ratio (power) — you set the Dial ratio and it never changes. The ratio is dials per ready agent, from 1.0 to 5.0. 1.0 is progressive dialing: one call per free agent, no overdial, nobody ever waits. Above 1.0 you’re dialing more numbers than you have agents to answer them, betting that most won’t pick up.

Conservative (auto / predictive) — the system tunes the ratio for you, between 1.25× and 3.0×, aiming at the abandon rate you set. The Dial ratio field becomes read-only and shows the live value.

Abandon target (%) — only appears in predictive mode. It caps the share of answered calls that may be dropped because no agent was free. Lower is safer; higher dials more aggressively and gets you more connects. Maximum 20%.

Caution

An abandoned call is a real person who answered their phone and got nobody. Regulations in most jurisdictions cap this, and the cap is usually well below what this field will let you type. The number you set here is a business and compliance decision, not a performance setting.

Lead order & retries

Dial order — how agents work through the list.

Option	Picks next
Least-dialed first	The lead with the fewest attempts so far
Newest first	The most recently added lead
Longest since last dial	The lead you haven’t touched in the longest

Redial cooldown (hours) — the minimum wait before the same number can be dialed again. Minimum 1 hour.

Max attempts — the cap on dials per number. 0 means unlimited.

Double dial — when a call rings out with no answer, redial the same number once more immediately, before the cooldown applies, to catch people who silenced the first ring. Only a ring-timeout no-answer triggers it; a busy or invalid number waits out the cooldown as usual. Both dials count toward Max attempts.

Restrictions

Calling hours — set a start and end time, applied in the lead’s local time, not yours.

Leads with no resolvable timezone are held, not dialed

The campaign works out a lead’s timezone from ZIP, then state, then area code. If none of those resolve, the lead is held back rather than dialed at a guessed hour. A list with poor location data can sit at zero Queued with calling hours on, and this is why.

State-licensing routing — only dial leads that an available agent is licensed to take.

Each ready agent’s share of the dial pace is drawn from the states they’re licensed for, so states with more licensed agents get proportionally more calls. Leads whose state is unknown dial for anyone. When a call is answered it goes to the longest-waiting licensed agent. Licences are set per agent under Users → Attributes.

When no agent is available

Sets what happens the moment no eligible agent can take an outbound-answered call. This is separate from While callers wait on the General tab: this fires when there’s nobody to wait for, rather than when the wait ran out.

There are two situations, configured separately:

• When no eligible agent is available — agents are online, but all busy or all unlicensed for this caller’s state
• When no eligible agent is online — nobody’s logged in at all

Each offers Queue (wait for an agent) or Play a message, then queue, plus the same endings as the queue timeout: hang up, transfer, voicemail, or a message.

Lists feeding this campaign

Tick the lists that supply this campaign’s leads. Each row shows the list’s name and description, its lead count, and its type.

Ticking stages the change; the header Save changes commits it. A campaign with no lists ticked has nothing to dial. Lists themselves are managed under Contacts → Lists.