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Trunk is a SIP connection between your Contact Center (XCALLY Motion server) and a VOIP provider. Your VOIP service provider will provide you information like Trunk Username, Password and Domain to register XCALLY to their trunking system.

XCALLY Motion Dialer generates calls through a trunk to the VOIP provider that routes the calls to the called contacts.

Define when your Queue Campaign will run.

The time interval defines the time and day during which the dialer is allowed to perform outbound calls. You can create multiple sub-intervals to manage calls on different time, day or month intervals (Time intervals will work only if they are in the range defined as Global Interval of the Campaign).

Clicking on 3 dots of a created interval you can Edit Interval defining time range:

Upload your Contacts: the Dialer will call them and route the call to your Agents automatically.

So you have to create list and Update contacts. This would be the list of contacts to use in the queue campaign for the dialer to call. You can:

• Add a single contact indicating contact data (first and last name, phone, mail…) and selecting list
  

  

• import contacts from a file

• update existing contacts
  

You can add multiple contact lists to a queue campaign and you can also create a list containing the numbers you do not want to call (in this case we call it blacklist).

You can quickly create a new Agent that will manage calls using the XCALLY Phonebar.

In Staff section you can also create teams, which will manage the queue campaign.

You can create any number of queue campaigns that run simultaneously using the + Add button and choose the queue campaign general parameters: 

• Name: the name of the campaign

• Active Flag: Activate or Deactivate the Queue Campaign

• Trunk created before

• Time Interval created before

• Check Duplicate: Choose among "Always", "Never" or "Only if Open"

• Dialing Method (Progressive, Power, Predictive, Preview, Booked Progressive). Explore documentation here to find out the differences between these methods.

• Parameters depending on the chosen dialing method (e.g. max concurrent calls, queue timeout, agent timeout…). Explore documentation here to find out more

And click on ADD QUEUE CAMPAIGN

Once the Queue Campaign is added, you need to edit it in order to configure its features:

selecting 3 dots of the specific Queue Campaign

clicking Edit Campaign and using the buttons on the top bar

In fact you can:

• Edit Campaign (explore documentation here)

• Clone Queue Campaign

• Add List (see step 6️⃣ )

• Add Blacklist (see step 7️⃣ )

• Add Team - Add Agent (see step 8️⃣ )

Associate your List of Contacts to the Queue Campaign.

In fact you need to add an already existing list of contacts to be used in the queue campaign for the dialer to call (also multiple contact lists).
When you add a list in a queue campaign, all contacts in the list are placed in the Hopper and will be called by the dialer.

If you remove a list from a campaign and add it again:

• only open contacts are placed in the Hopper and will be dialed by the dialer.

• closed contacts (contacts that are already in the Hopper Final) will not be placed in the Hopper and will not be dialed by the dialer.

Avoid to call your blacklisted Contacts (if any).

If you have list of contacts you want to exclude from the queue campaign, you can add it as blacklist and the dialer will skip these contacts during the automatic dialing. The (black)List must be already available.

You can add multiple blacklists for a queue campaign and use different blacklists for different queue campaigns.

Associate your created Agents and/or Teams of Agents to the Queue Campaign, so they can manage the calls originated by the Dialer.

There must be at least one available agent in the queue for the dialer to start placing calls. Hence you must add agents in the queue campaign that will connect and manage contacts. You can add one agent at a time or add them all in a Team (group of agents).
 

Remember go to under the General Settings Queue Campaign and enable the "Active" switch.
The Dialer will now ready to start and originate calls, routing them to Agents according to the chosen Dialing Method.

You can check Campaign progress:

• exploring results in realtime (read here documentation about Realtime View)
  

  

• viewing queue campaign logs in Edit section from Hopper/History/Final (Read here documentation about that)