Dialing modes
Do this: choose a mode
Section titled “Do this: choose a mode”- Open the campaign, then the Settings tab.
- In Dialing mode, select a mode. Preview and Manual appear after you select More modes.
- Check the first step of your flow fits the mode (see below).
- Select Save changes.
The five modes
Section titled “The five modes”| Mode | In one line | Use it when |
|---|---|---|
| AI only | The bot makes the calls and talks to everyone who answers. | A bot runs the first step and you want no waiting for agents. |
| Predictive | Calls several people per free agent, so agents rarely wait. | You have many agents and a long list, and you accept the dropped-call rule. |
| Progressive | Calls one person for each free agent, no more. | You want agents kept busy and few answered calls left waiting. |
| Preview | The agent sees the person first, then chooses to call. | Calls need preparation, such as reading notes first. |
| Manual | Agents dial by hand. Nothing is called automatically. | Small lists, or callbacks that an agent places themselves. |
With Preview and Manual the screen says “Agents place the calls by hand.” See preview and manual for what the agent does.
The dial ratio
Section titled “The dial ratio”The dial ratio is how many people are called for each free agent. It only matters in Predictive mode.
- At 1.0, one person is called for each free agent. That is the same as Progressive.
- At 3.0, three people are called for each free agent. Some will answer when no agent is free.
The setting Most people called per free agent is the ceiling. Its default is 3.0 and it accepts 1 to 10. VoDialer may call fewer than that. It lowers the ratio by itself as your dropped-call rate climbs. See the dropped-call rule. The campaign page shows the ratio now in use, for example “Calling 1.4 people per free agent”.
Most calls at once (default 10) caps the live calls of the campaign in every mode.
The first step must fit the mode
Section titled “The first step must fit the mode”- AI only must start with a bot step. Otherwise the check says “ai_only campaigns must start with a bot stage”.
- Predictive, Progressive, Preview and Manual must start with a team step. Otherwise it says “agent-first dial modes must start with a human stage”.
See campaigns and steps.
What a plan may restrict
Section titled “What a plan may restrict”Your plan decides which modes your company may use. If the campaign’s mode is not in your plan:
- Start is refused with “the {mode} dial mode is not part of your plan”.
- If the plan changes while the campaign runs, the campaign stops placing calls and the page shows “Dial mode not allowed.”
The code for this is dial_mode_not_allowed. Choose another mode, or ask your account manager or platform operator to add the mode. See plans and limits.