Campaigns and steps

A campaign is one calling job. It has a list of people to call, a set of steps that decide what happens on the call, and settings that decide when and how calls are placed.

Open Campaigns in the menu, then open a campaign. On the Overview tab the steps sit in a row under “How people move through this campaign”. Under each step you see how many people are waiting there.

The steps

Step (new design)	Called in the classic design	What it does
Checked	Pre-verification	Checks every number before anyone is called. Runs by itself.
First call	Fronter	Says hello and finds out if the person is a fit.
Verification	Verifier	Confirms the details the first call heard.
Closing call	Closer	Takes the call to a yes or a no.
Final check	Post-verification	Reads the details back at the end.
Licensed agent	Licensed agent	A licensed person takes over the call.
Quality check	QA	Scores the calls afterwards. Runs by itself.

You do not need every step. Each step has a Use this step switch. A step that is off is skipped.

Do this: choose who handles a step

You need to be an owner or an admin, and the campaign must not be running.

1. Open the campaign and stay on the Overview tab.
2. Select the step. A panel opens with the step’s name.
3. Under Who handles it, choose one of the options below.
4. Choose the bot, the team or the outside target the panel asks for.
5. Select Save this step.

Who can handle a step

Choice	What happens	Good to know
A bot	A bot talks to the person.	The bot must have a live version. If none does, the panel says “No bot has a live version yet. Publish one in Setup, then come back.” See bots overview.
Your team	A person from a team queue takes the call.	The queue needs people in it, or the campaign cannot start. A Licensed agent step needs a queue of the licensed-agent kind, so licence checks apply.
An outside dialer or number	The call is sent out of VoDialer.	Choose a VICIdial in-group, a phone number or a phone line address. A VICIdial in-group needs a VICIdial connection under Setup. See three ways to work together.
Runs by itself	Nothing to set.	Only Checked and Quality check.

A Licensed agent step is always a person on your team or an outside system, never a bot. The First call, Verification and Closing call steps may use any of the three.

Hand over only when

The panel for most steps also has Hand over only when. Conditions here must be true before a person moves on. See hand-overs and billing.

The Medicare preset

When you create a campaign, choose Start from the Medicare preset: “A fronter, a verifier and a licensed-agent queue, already wired together.” It builds this flow:

1. Checked, run by itself.
2. First call, run by a Fronter bot.
3. Verification, run by a Verifier bot.
4. Licensed agent, run by your team in a new queue called “Licensed agents”, which needs a licence for the person’s state.
5. Quality check, run by itself.

The campaign starts as a draft with the dial mode AI only. The bots’ wording is a placeholder and needs counsel’s review before real use. Only owners and admins can create a campaign.

What changes while a campaign runs

The steps cannot change while the campaign is running. The panel says “Pause or stop the campaign to change its steps.” Pause it, make the change, then resume. Settings are different: you can save them while it runs, and they apply to the next calls. See settings overview.

Note

Your team’s steps depend on the dial mode. AI only must start with a bot step. Predictive, progressive, preview and manual must start with a team step. See dialing modes.