Queue Campaigns
XCALLY section | Motion Bull → Queue Campaigns |
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Overview
In a Queue Campaign, the Motion Bull Dialer automatically generates outbound calls to contacts from a predefined list. Once a contact answers, the call is placed into a queue where available agents can pick it up and engage with the customer.
The dialing behavior depends on the Outbound Dialer Method selected. Motion Bull supports different strategies for initiating calls, including:
Customer-first dialing: in this method, the system first places a call to the contact. When the contact answers, the call is routed to the associated queue. The system then waits for an available agent to answer within the configured Queue Timeout (in seconds). If no agent answers within this time, the call is dropped automatically.
Agent-first dialing: alternatively, the system can initiate a call to an available agent first, then dial the contact. This strategy helps reduce customer wait time but requires immediate agent availability.
Regardless of the strategy, the dialer uses a predefined Originate Timeout (in seconds) to wait for the contact to answer. If the contact does not pick up within this period, the call is marked with the Originate Status: No Answer.
You can configure and manage Queue Campaigns directly under the XCALLY Motion Bull menu.
Queue Campaign in 10 steps
Create a Trunk
Section Tools → Trunks
A Trunk is a SIP connection that links your XCALLY Motion server (the contact center) with a VoIP provider. This connection enables the platform to send and receive calls over the internet.
Your VoIP service provider will supply you with the necessary credentials and configuration details, including:
Trunk Username
Password
Domain / SIP Server Address
These credentials are required to register the XCALLY Motion system with the VoIP provider’s trunking infrastructure.
Once configured, the Trunk becomes the communication bridge through which the Motion Bull Dialer places outbound calls. All calls initiated by the dialer are routed via this trunk to reach the destination contact numbers.
Create an Interval
Section Tools → Intervals
Time Intervals specify the exact days and hours during which the dialer is permitted to initiate outbound calls for your Queue Campaign. This ensures that calls are made only during authorized or optimal time windows, helping to comply with regulations and maximize contact success rates.
You can create multiple sub-intervals to tailor the dialing schedule across different Times of day, Days of the week or Months of the year.
⏰ Important: Time Intervals must fall within the broader Global Interval defined for the campaign. Sub-intervals outside this range will not be considered
Click the three dots next to an existing interval and select Edit Interval.
From there, you can set:
Start Time and End Time
Days of the Week
Specific Date Ranges (if applicable)
This flexibility allows for precise control over when your campaign is active and ensures outbound calls are only placed at the most appropriate times.
Create a List and Upload Contacts
Section Contacts Manager → List to create a List
Section Contacts Manager → Contacts
to Update Contacts
In this step, you will create and manage the contact lists that the Motion Bull Dialer will use to initiate outbound calls. The dialer automatically attempts to reach these contacts and, when answered, routes the calls to available agents.
🔹 Create a Contact List
Before uploading or adding contacts, you must first create a List—this will serve as the container for your contact data used in the campaign.
👤 Add Contacts
You have several options to populate your list:
Add a Single Contact
Manually enter the contact's details, such as: First and last name, Phone number (mandatory), Email address (optional) and other custom fields. Then, assign the contact to the relevant list.
Import Contacts from a File: upload a CSV or Excel file to bulk import multiple contacts at once. Ensure your file includes properly formatted phone numbers and aligns with any required data fields.
Update Existing Contacts: modify or enhance contact records already stored in the system.
You can assign multiple contact lists to a single Queue Campaign.
Additionally, you can create a special list to include phone numbers you want to exclude from dialing—this is referred to as a Blacklist. The dialer will automatically skip these numbers during outbound operations.
Create Agents and Teams
Section Staff → Agents
Section Staff → Teams
To handle the outbound calls generated by your Queue Campaign, you need to set up the Agents who will receive and manage those calls.
You can quickly create a new agent by defining Username and Password, Extension, Agent’s typology, Email or contact details.
Once created, agents can log into XCALLY to begin handling campaign calls.
In the Staff section, you can also organize your agents into Teams.
These teams can then be assigned to specific queues, allowing for more efficient call distribution and campaign management.
Create a Queue Campaign
Section Motion Bull → Queue Campaigns → +
You can create and manage multiple Queue Campaigns that run simultaneously. To create a new campaign, click the + Add button and configure the general parameters:
Campaign Name: enter a unique and descriptive name for your campaign.
Active Flag: toggle this option to activate or deactivate the campaign.
⚠️ Note: if the campaign is activated without assigned agents or contact lists, it will have no effect.
Best Practice: keep the campaign inactive during setup. Load all necessary data (agents, lists, etc.), and activate it only when everything is ready to ensure smooth and accurate dialing.Trunk: select the previously created SIP trunk that the dialer will use to route outbound calls.
Time Interval: choose the previously configured time interval that defines when the campaign is allowed to run.
Check Duplicate: define how the system handles duplicate contacts in the Hopper (the dialer’s contact processing queue).
In the settings section of a Motion Bull campaign, you can define the check duplicate value in different ways:
Never means that if you upload a new contacts list, the hopper will not check if numbers already exist in the History hopper, so also the “duplicate” ones will be called a second time
Always means that if you upload a new contacts list, the hopper will check if numbers already exist in the History hopper (also in Open Status). In this case these numbers will no longer be inserted and therefore will no longer be called.
Only if open means that if you upload a new contacts list, the hopper will check if numbers already exist in the History hopper. In this case contacts in Open Status (so those contacted at least one time and found Busy/Not answer/Congestion…) will no longer be uploaded
Dialing Method (Progressive, PowerDialing, Predictive, Preview, Booked Progressive). Explore documentation here to find out the differences between these methods.
Parameters based on the selected dialing method, you'll need to configure additional parameters such as 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
|
You can:
Edit Campaign (explore documentation here)
Clone Queue Campaign
Add List (see step )
Add Blacklist (see step )
Add Team - Add Agent (see step )
Add List to Queue Campaign
Section Motion Bull → Queue Campaigns
→ 3 dots menu → Add List
Associate your List of Contacts to the Queue Campaign.
Select your queue campaign.
Add the desired contact list(s) from the existing lists in the system.
Once added, all contacts in the selected list(s) are automatically placed in the Hopper—the dialer’s processing queue.
From this point, the dialer begins handling these contacts according to your campaign’s configuration.
If you remove a list from the campaign and then add it back later:
Only open contacts (those not yet marked as completed or final) are placed back into the Hopper.
Closed contacts (those already in the Hopper Final state) will not be placed in the Hopper and will not be dialed by the dialer.
📌 Tip: To reuse or retry closed contacts, you must explicitly reset their status before re-adding the list.
Add Blacklist to Queue Campaign (optional)
Section Motion Bull → Queue Campaigns
→ 3 dots menu → Add Blacklist
To ensure that specific contacts are not dialed during your campaign, you can associate one or more blacklists to your queue campaign. A blacklist is a predefined list of phone numbers that the dialer will automatically skip when placing calls.
Add a Blacklist to Your Campaign
Select your queue campaign.
Add an existing list that contains the contacts you want to exclude.
The dialer will check each number against this list and exclude any matches from being placed in the Hopper.
📌 Note: The blacklist(s) must already exist in the system before you can associate them with a campaign.
Assign Agents/Teams to Queue Campaign
Section Motion Bull → Queue Campaigns
→ 3 dots menu → Add Team/Add Agent
To ensure that outbound calls are managed effectively, you need to associate Agents or Teams of Agents with the Queue Campaign. These agents will receive and handle the calls originated by the Motion Bull Dialer.
You can add individual agents one by one.
Or, for efficiency, you can assign entire teams (previously created in the Staff section).
The dialer will route answered calls to available agents in the queue.
The dialer will not initiate calls unless at least one agent is available and assigned to the campaign.
If you want agents to view detailed contact information (e.g., name, phone number, notes, custom fields) when they answer a call:
You must configure a Trigger that displays this data in the agent's interface.
This can greatly improve agent efficiency and call personalization.
Start the Queue Campaign
Section Motion Bull → Queue Campaigns
→ Edit → Settings
Once all configurations are complete — contact lists, dialing method, time intervals, agents, blacklists, and other parameters — it’s time to activate the campaign.
Go to the General Settings of your queue campaign and enable the "Active" switch.
The Motion Bull Dialer is now fully operational. It will begin originating calls according to your selected Dialing Method.
Answered calls will be routed to available agents in the associated queue(s).
⚠️ Reminder: Ensure that at least one agent is logged in and available, and that all other required components (trunk, time interval, list, etc.) are correctly set up before activating.
Monitor the Queue Campaign
Section Motion Bull → Realtime
Motion Bull → Queue Campaigns → Edit
Troubleshooting
If the dialer does not start making calls, please make sure:
The queue campaign is Active
The global interval of the campaign is correct
The current time is within the time interval set
The time zone and the interval chosen for the campaign match
There are contacts in the list
There are available agents in the queue
The trunk is properly configured