The following permissions are required for all dialing modes:

  • Outbound > Campaign > Add, Delete, Edit, Search
  • Routing > Queue > Search
  • Scripter > Publishedscripts > View
  • Outbound > Contactlist > Search

The following permissions are required for all dialing modes except Preview mode:

  • Outbound > Responseset > View
  • Telephony > Sites > View to configure a site
  • Telephony > Plugin > All to configure an Edge group

The following permissions are optional for all dialing modes:

  • Outbound > Dnclist > View
  • Outbound > Ruleset > View
  • Outbound > Callabletimeset > View
  • Outbound > Contactlistfilter > View

    1. Add resources required for this campaign mode, or identify existing resources to reuse.

      Resource Required? Description

      Agent Script


      Create a script that helps agents interact with each contact. For more information, see Scripts.

      Contact List


      Define the list of persons that you want to call or know which existing list to use.

      Do Not Call List


      Define a list of numbers that this campaign never dials, even if they are in the contact list. For more information, see Create a new internal DNC list.



      Add a new queue or identify an existing queue you want to assign to the campaign.

      Callable Time


      Define when the campaign can place calls to specific time zones. For more information, see Create a contactable time set.



      Know which division to associate with this campaign, or whether to use the Home division by default. For more information, see Divisions overview.

    2. Click Admin.

    3. Under Outbound, click Campaign Management.

    4. Click the Voice Campaigns tab.

    5. Click Create New.

    6. Type a name in the Campaign Name box. The name of a campaign can contain spaces and special characters, but it must be unique.

      Image of campaign name property box

    7. Select a Division or accept the default Home division.

      For more information, see Work with Divisions in About access control.

  1. Dialing mode options

    1. Select Preview Dialing from the Dialing Mode list.

      Shows dialing mode selections.

    2. Select a queue of agents that you want to participate in this campaign. To filter the list, type all or part of a name in the Queue filtered box. If you do not type filter text, the Queue box lists all queues.

    3. Select a script from the Agent Script list. To see case-sensitive matching selections, type all or part of a script name. To accept a matched item, select it from the list. figure shows assignment of a script to the campaign

      Tip: If you select “Default Outbound Script,” the system creates a contact list form for your campaign. The form allows agents to edit every column in the campaign’s contact list.

    4. To allow the agent to bypass a preview contact, enable Allow Skipping of Preview Calls. When disabled, an agent cannot skip a preview telephone number.

      Image shows switch used to allow or deny skipping of preview calls

    5. To allow the agent to answer the preview call automatically, switch the Enable Preview Auto Answer toggle to Yes. The default is No. When the toggle is set to No, the agent must answer each preview call. 
      Set this toggle to Yes to allow preview calls to be answered automatically.
    6. To permit each agent a fixed amount of time to preview the record before the contact is automatically dialed, turn on Enable Preview Timer. Then set an amount of time to wait in minutes and seconds. The default is 1 minute.

      Shows switch control used to enable or disable a timer that automatically dials preview contacts

      How the Preview Timer works

      In preview dialing, the agent must click the phone number or select a phone number from the list to initiate an outbound call. If the agent does not select the phone number before the Preview Timer expires, the call is dialed automatically.

      When the call ends, the agent should select a wrap-up code. If more than one phone number is associated with the contact, after the agent selects a wrap-up code, the Preview Timer resets and the contact’s next phone number is dialed.

      To receive a new interaction and prevent dialing all the phone numbers associated with the contact, the agent must select End Preview before the Preview Timer expires.

  2. Campaign options 

    1. Use the Contact List box to select a list of contacts for this campaign to dial. To filter the list, type all or part of a name. If you select an unassignable list, an error indicates why. A contact list is invalid if:

      • No defined phone number types exist for the list.
      • The list has no records.
      • The list failed to import.
      • An import that created the list is still running.

      Tip: If you have not created a contact list, you can do so without leaving the current page:

      1. Click the Contact List box and then click Create a New Contact List.

        Figure shows how to create a new contact list while editing a campaign configuration
        A dialog box prompts for the contact list name and a .csv file to upload:

        Figure shows the dialog used to name and select a contact list file to upload

      2. Type a name in the Contact List Name box and click Browse to select a contact file to upload. For more information, see Create a new contact list.

      3. Click Save.

Columns in the contact list that contain telephone numbers appear below the Contact List Numbers heading. To exclude a phone number column from dialing, click x next to a phone number type. If you remove a contact column and want to add it back, click outside the boxes. Then type all or part of the phone number type name. For example, type C to display Cell. To accept a matched item, select it from the list.

Figure shows contact list numbers in contact list.

Control the order in which contact columns are dialed

The left-to-right order of appearance in the Contact List Numbers box determines the order in which the system dials contact columns (for example, work, home, or cell). To change the order that the system dials columns, click and drag a column name to a new position. The system dials leftmost items first. For example, if contact list numbers contains work and home columns, the campaign dials the work number first.

Define closing wrap-up code mappings

For contact lists with multiple contact columns (work and home for example), if the system reached the contact through the work number and an agent sets a terminating wrap-up, it does not dial the home number.

A terminating wrap-up code is any wrap-up defined for a queue, whose wrap-up code mapping is "Right Party Contact", or one of the uncallable indicators (Contact Uncallable or Number Uncallable). For more information, see Wrap-up code mappings page.

  1. From the Contact List Filter box, optionally select the contact list filter that this campaign should use to limit the dialing to contacts that match the filter. For more information, see Contact list filters view.

  2. To make this campaign a skills-based dialing campaign, from the Skill Columns box, select up to two skill columns. The values in these columns assign specific agent skills to outbound records. When you assign a skill column to a campaign, it becomes a skills-based dialing campaign. When you save the skills-based dialing campaign, you cannot edit and clear a skill column. To select different skills columns, create a new campaign. For more information, see Skills-based dialing.
  3. Optionally for preview campaigns with agent-owned records, select the contact list column from the Agent Owned Column list that specifies the email addresses or user IDs of the agents. For more information, see Agent-owned records for preview campaigns overview.

    Shows Agent Owned Column selection.

  4. Caller ID entries allow you to set the name and phone number shown to contacts as Caller ID information. Telemarketing and regulatory compliance often requires the ability to send Caller ID information.

    1. Type a calling party number in the Caller ID: Phone Number box. Type numbers only, without dashes or parentheses, or enter the number in E.164 format.

      Figure shows an example caller id phone number.

    2. Type a calling party name in the Caller ID: Name box.

      Figure show an example caller id name.

      Note: While you can set caller ID information for a campaign, there are several other features that contain caller ID information. Those features can take precedence over the caller ID information you set here. For more information, see Use the Prioritized Caller Selection feature to configure caller ID information.

  5. From the DNC Lists box, optionally select a table of phone numbers that this campaign should never dial. To filter the list, type all or part of a name. When this campaign selects records to dial from its contact list, it excludes numbers that match entries in this DNC list. If you select an unassignable list, an error appears. A Do Not Call list is invalid if:

    • All or part of the list contains no records.
    • All or part of the list failed to import.

    Tip: If you have not created a DNC list, you can do so without leaving the current page:

    1. Click the Do Not Call Lists box and then click Create a New DNC List.

      Figure shows how to create a new dnc list while editing a campaign configuration
      A dialog box prompts for the DNC list name and for a .csv file to upload.

      Figure shows the dialog used to name and select a DNC file to upload

    2. Type a name in the DNC List Name box and to select a DNC file, click Browse. At minimum, the .csv file can contain a single column of telephone numbers. A DNC file may contain multiple phone number columns and redundant information, such as contact names.


      Last Name, First Name,DNC_Home,DNC_Cell,DNC_Work

      As a best practice, put only phone number columns in your .csv file.

    3. Click Save.

  6. Optionally select sets of rules from the Call Rule Sets filtered box. Rule sets apply automation to campaign records processing. To filter rule set choices, type all or part of a rule set name and view case-sensitive matched selections. To accept a matched item, select it from the list. For more information, see Rule management overview.

    Figure shows assignment of multiple rule sets to a campaign

    Tip: If you assign multiple rule sets, change the rule set evaluation order by dragging items to new positions in the Call Rule Sets box. The system evaluates rule sets in left-to-right order.
  7. (Optional) Select a Callable Time file containing time zone names and when calling can occur for each. For more information, see Contactable time sets overview.

    Note: To use the callable times feature, the contact list assigned to the campaign must contain at least one timezone column. If it does not, and you assign a set of callable times to the campaign, then the configuration is invalid and you cannot save changes to the campaign.

  8. Prioritize this campaign. Under Advanced, use the Priority setting to assign an integer between 1 and 5 inclusive. Priority indicates the importance of this campaign relative to any others. This setting helps outbound dialing determine how many calls to place for each campaign for each agent.


    1 is the lowest priority. 5 is the highest priority. The default is 5.

    For more information, see Prioritizing campaigns.

  9. (Optional) Enable Always Running if you want the campaign to continue running even if there are currently no contacts in the contact list. The campaign does not complete when it runs out of records, and instead sits idle waiting for more records. This option is useful if the contact list is dynamically updated from another source.

  10. (Optional) Sort the contact list by column before dialing begins. For example, if your contact list has an Amount_Owed column, you could sort the list to call people who owe the highest amount first. Under Advanced > Contact Sorting, select a contact list column in Sort by. Select a Sort order: ascending (default) or descending. If the sort column contains numeric information such as a telephone number or monetary amount, enable Field is Numeric. Contact list sorting takes place at campaign start or campaign recycle. If you add a contact while a campaign is running, the new contact is dialed but is not included in contact list sorting until the next campaign recycle. Click the plus sign to sort by additional columns. You can sort up to four contact list columns, with the first sort taking the highest precedence.

    Figure shows options for sorting the contact list based on a single column

    Note: Special considerations apply when sorting a date column. The system does not sort a contact column that represents a date formatted mm/dd/yy as a date. It sorts the column as a string since the system does not recognize that format as a date. To work around this limitation, format dates using ISO 8601 format (yyyy-mm-dd). That format sorts in the same order whether considered a string or a date. To denote Christmas Day for example, enter 2017-12-25 instead of 12/25/17.

  11. To add a new contact to a running campaign and re-sort the contact list while the campaign runs, turn on Dynamic Queueing sorting. Be sure to select a Sort By column by which to re-sort the contact list when the new contact is added to the running campaign. 

    Displays Dynamic Queueing Sorting toggle turned On

    Before you configure dynamic sorting, consider these actions:

    • If you do not configure Contact Sorting, contacts sort in the order that they appear in the contact list.
    • If you configure Contact Sorting, contacts sort when you run a campaign based on campaign configuration settings.
    • When you enable Dynamic Queueing Sorting, contacts re-sort at the time of the contact attempt during a running campaign.

    Configure Dynamic Queueing sorting for a campaign:

    • When you configure a campaign, the Contact Sorting Sort By column data type Field is Numeric must match the Column Data Type Specifications Data Type, in the contact list.
    • When you enable Dynamic Queueing sorting for a campaign, you must also define the selected Sort By column in the campaign's contact list Column Data Type Specifications.

    • If you receive more than two contact list validation errors when you create or edit a campaign with Dynamic Queueing, you must select a new contact list without errors.
    • You can have up to five active Dynamic Queueing sorting campaigns per organization that run concurrently.
    • You can have a total of 10 active and inactive Dynamic Queueing sorting campaigns per organization. Make sure to delete your inactive campaigns. 
    • You cannot enable the Dynamic Queueing Sorting feature after you create a campaign. Create a new campaign and a new contact list to enable the Dynamic Queueing sorting toggle.
    • The Dynamic Queueing sorting option is not currently available in the Salesforce UI and thus for the Salesforce integration.
  12. Click Save. The new campaign is available on the Campaign Management page.

    Note: An error appears if the new campaign exceeds the maximum limit count of 1000. Delete old or obsolete campaigns as needed and click Save again to complete the new campaign configuration.]