With CloudCall o1, you can easily create and monitor outbound auto-dial campaigns from the Workspace. Whether on desktop or mobile, agents can maximize their efficiency with the campaign Power Dialer, ensuring more live conversations and fewer wasted dials.
Need to reach a long list of contacts? Let the Power Dialer handle the dialing, so your team can focus on engaging customers, building relationships, and closing deals.
How to Create a Campaign
- In the CloudCall o1 Workspace, navigate to the Campaigns page. Here you'll see the campaigns you've created to date.
- Click Create a New Campaign to launch the outbound campaign builder.
Campaign Builder - Step 1
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Enter a clear and descriptive campaign name to helps readily identify the campaign, such as Q1 2025 Priority Pipeline Austin.
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Keep campaign Type as Outbound
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Use the calendar tool to set the campaign’s Start Date and End Date to define the Duration of campaign.
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Optionally, choose a pre-recorded Voicemail Drop option to specify the message for unanswered calls.
- Optionally, add a campaign description to help teams understand the campaign’s objective at a glance. For example, you may describe your 'Priority Pipeline Austin' campaign as: "A targeted campaign to identify new client leads in the Austin area for recruitment services."
- Click Next to proceed to the next step.
🚨 User and Company Voicemail Drop settings must be enabled for Agents to drop voicemails during campaigns. (See the Voicemail Drop User Guide for details.)
Campaign Builder - Step 2
- Under Rules and Timeouts:
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Minimum Busy Retry Interval: Set the shortest time the power dialer waits before retrying a number that previously had a busy signal. We suggest 2–5 minutes for sales and 10–15 minutes for recruiting. A busy signal may indicate the recipient is on another call, so waiting a few minutes before retrying is reasonable.
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Max Busy Retries: Set the maximum number of times the power dialer will attempt to call a number after receiving a busy signal. We recommend 2-3 retries for sales and 3-4 for recruiting to balance persistence without overwhelming the recipient.
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Min Voicemail Drop Retry Interval: Set the shortest time the power dialer waits before retrying a number after leaving a voicemail. For sales, 2-4 hours ensures leads have time to respond. For recruiting, 4-6 hours provides candidates ample time to check messages.
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Max Voicemail (Drop) Retries: Set the maximum number of times the power dialer will attempt to call a number after leaving a voicemail. Sales teams should limit retries to 2 to avoid redundancy, while recruiters can attempt up to 3 calls to ensure follow-up.
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Ring Timeout for Agent: Set the time limit before the system stops ringing an agent’s phone. For sales, 20-30 seconds prevents wasted time waiting on an unresponsive agent. For recruiting, 30-40 seconds allows extra flexibility for answering.
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Max No Answer Retries: Set the maximum number of times the power dialer will attempt to call a number after it goes unanswered. We suggest 3 retries for sales and 4 for recruiting to ensure sufficient outreach without excessive calls.
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- Under Agent (Other) Settings:
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Min No Answer Retry Interval: Set the shortest time the power dialer waits before retrying a number after it goes unanswered. A 2-4 hour wait for sales and a 4-6 hour wait for recruiting help prevent calls from feeling too aggressive while keeping engagement high.
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Wrap-Up Time: Set the time given for an agent to take notes or prepare before the next call. For sales, 00:00:45 to 00:01:30 is recommended to allow just enough time for adding notes in the call details page of the CloudCall softphone or mobile app. For recruiting, 00:01:00 to 00:02:00 provides ample time for detailed documentation and scheduling follow-ups.
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- Click Next to move to the final step.
Campaign Builder - Step 3
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Add Agents
- Click the
button.
- Select individual agents or teams of agents using the tabs in the pop-up window.
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For example, for your Austin Texas recruiting campaign, you might want to direct calls through the Candidate Sourcing Team you set up in CloudCall to ensure prospects are handled by the right specialists. (More on Managing Teams in CloudCall o1)
- Click Save in the pop up to confirm your selections and view the added agents on the campaign setup page.
- Click the
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Assign an Outbound Number
- Select a Direct-Dial-In number from the Campaign DDI dropdown. This will be the caller ID displayed for campaign calls. You can choose a shared or private/individual agent's number for the campaign.
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Add Campaign Participants
- Click Add Campaign Participants and select contacts from:
- The main Contacts list
- A Contact Group
- An imported CRM tear sheet.
- Click Add Campaign Participants and select contacts from:
- Save your selections to return to the campaign setup
🚨You can add more participants as needed, even after the campaign launches.
- Double check your agents, DDI and participants on the campaign setup Participants step and when you're finished click Create Campaign at the bottom of the page.
Launch the Campaign
- The campaign you created will now appear on the main Campaigns page as Inactive.
- Once your agents are ready to begin receiving calls, click the Play icon in the Action column for your campaign.
- Confirm you're ready by clicking the Start button in the Start Campaign pop up.
- Your campaigns Status will appear as Active and agents will begin receiving calls from the dialer as it connects with contacts.
How to Edit a Campaign
Locate the campaign on the Campaigns page and view details such as:
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Campaign Name
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Assigned DDI
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Number of Agents and Contacts
- Status of Campaign
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Click the edit icon next to the campaign you need to change and update settings as needed.
How to Monitor Campaign Performance
Campaign Reports
From the Campaigns page, click on the row for the campaign you want to analyze.
- A Campaign Overview page will open, where you can filter by date and view:
- Campaign Stats: Attempted Calls, Duration, Number of Agents, Number of Participants, a Call Status bar and an Agent Contribution bar chart.
- Campaign Call List: Agents, participants, numbers, timestamps and statuses for Live, Past and upcoming calls in the campaign.
- Tab over to the Agent Overview page to see:
- Agents and availability status for each assigned to the campaign
- In the Actions column next to an Agent's name you can either remove the agent from the campaign or click the Agent Overview icon to look into that agent's performance.
- In the individual Agent performance window, tab over to the Campaign view to see their campaign-specific activity such as: Live Calls, Messages, Direct Calls, Average Inbound/Outbound Talk Times, Queue Calls, a chart of Calls over Time and the agent's Time Spend per Queue.
- The Configuration tab provides primary information about the campaign, rate and timeout settings, and links to view agents and contacts/participants involved.
Campaign Views on Activity Pages
Go to Activity section of the Workspace. Here and in the Live Feed, they can monitor, track, and filter Power Dialer call activity, agent performance and provide real-time coaching to optimize live campaigns.
On the Direct Call Logs tab you can see a Campaign name column and filter table data by Campaign name.
Campaign Views on Report Pages
In the Reports section of the Workspace, you can click on the Campaign Records tab to see Agent and Campaign data views.
How Agents Use the Power Dialer in the Softphone, Mobile App or Desk Phone
The Power Dialer ensures a continuous flow of outbound calls, allowing agents to maximize their talk time and minimize idle time.
While the campaign is live (before the set End Date), agents receive call notifications through the Power Dialer in their CloudCall o1 Softphone, Mobile App or integrated desk phone as the system dials participants according to the campaign's timing specifications.
As each agent completes a call, the system automatically dials the next participant, skipping disconnected lines, busy signals, and unanswered calls.
Agents spend more time speaking with real prospects and less time dialing or waiting for responses.
Campaigns in the Softphone and Mobile App Features
- Click the Campaigns Button to see a list of Power Dialer campaigns
- Click on a campaign to view its call participant lists, past, and upcoming Power Dialer calls.
- The assigned campaign DDI appears as the Outbound ID to participants.
- After each call, agents can log notes and review call details, which will sync to the integrated CRM (if applicable).
- When a Power Dialer call goes to voicemail, agents can tap the Voicemail Drop icon to leave a pre-recorded message.
- Agents can manage their Power Dialer participation by adjusting their availability status in the Softphone.
🚨 You may use an integrated desk phone for Power Dialer outbound campaign calls, but to view campaign details (live calls, upcoming calls, etc.), you must use the softphone or mobile app.
Outbound Campaign Questions & Answers
Q: Which CRMs are supported in Outbound Campaigns with Power Dialer?
A: CloudCall o1 campaigns can pull in contacts and CRM lists into Campaign Participants from the following CRMs:
- Bullhorn
- Salesforce
- Vincere
Q: Which subscription plan is required to use Outbound Campaigns?
A: To access outbound campaigns and the Power Dialer you must be subscribed to the Advanced plan.
Q: Does the campaign automatically start calling agents on the start date set in the Campaign Duration?
Not right away. An Admin or Supervisor must manually start the campaign with the Play button on the campaigns page to activate the campaign and trigger the Power Dialer to begin calling.
Q: What if I make a mistake or need to add more contacts to my campaign?
A: You can stop an active campaign, edit the campaign in the workspace, save changes, and restart it.
Q: How many agents can be in a campaign?
A: A campaign can include up to 50 agents.
Q: How many participants (contacts) can be in a campaign?
A: A campaign can include up to 10,000 participants.
Q: Can a Supervisor view or edit campaigns created by other Supervisors?
A: Yes, Supervisors can view and edit campaigns created by other Supervisors
Q: Can an Agent create an outbound campaign for use with a Power Dialer?
A: No, Agents do not have permission to create campaigns. They must have access to the Workspace to create one.
Q: Can an Agent start and stop a campaign? What should an Agent do if they don't want to receive a call?
A: No. However, if an Agent does not want to participate or is temporarily unavailable, they can change their presence/availability status in the softphone to BUSY or OFFLINE. The Power Dialer will skip any Agent marked as OFFLINE.
Q: What happens if an Agent logs off without setting their presence to OFFLINE?
A: The Power Dialer will assume the Agent is unavailable and will not send calls to them.
Q: How does the dialer determine the order in which calls are placed?
- Calls are placed based on the “freshest data first” principle—meaning the most recently added Agent (Agent ID) gets the first call if available.
- Agents receive calls only if their status is "Online" and presence "Available".
- The Power Dialer only calls contacts that have not been reached unless retry criteria are met.
Q: Can an Agent receive an inbound call while on a Power Dialer call?
A: Yes, provided they are logged into their CloudCall mobile app.
Q: Does the Power Dialer support Auto-Answer for Agents?
A: Not at this time. This feature will be available in a future release.
Q: Can you clone (copy) a campaign to easily create a new one like it?
A: Yes, CloudCall supports cloning campaigns. However, contacts and associated features like voicemail drops are not cloned. You will need to manually select and update these settings.
Q: Can you upload a contact list to the Workspace to use in a campaign?
A: Not at this time. However, you can add a new list to your CRM and import it programmatically via the Workspace.
Q: Can an Agent use their desk phone for Power Dialer outbound campaign calls?
Yes, but to view campaign details (live calls, upcoming calls, etc.), they must use a Softphone app (Desktop or Mobile).
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