Edit Queue Campaign

The General Settings section allows you to configure key parameters of a Queue Campaign. The following options are available:

• Name: define a name for the Queue Campaign

• Active/Inactive: use the toggle switch to activate or deactivate the campaign. The campaign will run only when the status is set to Active.

• Trunk / Trunk Backup: select the primary SIP trunk to be used for outbound calls. Optionally, you may also configure a backup trunk. If the main trunk becomes unavailable, the system will attempt to use the backup trunk automatically.

• Time Interval: specify the time window during which the campaign is allowed to run.

• Check Duplicate Option: determines how the system handles potential duplicate contact numbers before loading them into the campaign:

  • Never → no duplicate check is performed. This allows the same number to be loaded multiple times into the Hopper or appear more than once in the Final list, potentially resulting in repeated contact attempts.

  • Always (default value) → the system checks if a contact number already exists in any list, including both the Hopper and Final lists. If the number is found, it will not be loaded again. This prevents duplicate entries and multiple attempts to the same contact.

  • Only if open: the system checks for the number only in the Hopper (i.e., currently open or pending contacts).

    If found, it will not be reloaded. However, if the number exists only in the History (i.e., already processed), it will be reloaded.

• Cut Digits: enter the number of digits to remove from the Caller ID to partially mask the number displayed to the customer.

  Set to 0 if no digits should be removed.

• Description (optional): provide an optional description for the campaign for internal reference.

In this Section you can configure the dialing behavior for the campaign. The following options are available:

• Method: the chosen dialing method. The available configuration parameters will vary depending on the selected method.

• Max concurrent calls: the maximum number of concurrent calls that the dialer is allowed to originate for this campaign.
  Set to 0 for unlimited concurrent calls.

• Agent Timeout: specify the number of seconds the system will wait while ringing an agent’s device before considering the attempt as unanswered. Default value: 3 seconds.

This section allows you to configure the behavior of the voice queue associated with the campaign. The following settings are available:

• Queue Options: enter queue option strings as used by the Asterisk Queue() application.
  For a detailed explanation of available options, refer to the Asterisk Queue Application documentation

• Queue Timeout: Specifies the time (in seconds) that the dialer will wait for a call in the queue to be answered before dropping it.

  If the call is not answered within this time, it will be dropped, and the contact will not be retried in the current campaign (default value=3)

• Strategy: defines how calls are distributed among agents in the queue.

  Available strategies include: Round Robin Memory (default), Least Recent, Fewest Calls, Random, Linear.
  The list of available strategies may vary depending on the selected dialing Method.

• Retry: sets the time (in seconds) to wait before attempting to ring the next available agent in the queue. Default: 2 seconds.

• Wrap-up Time: the number of seconds an agent remains unavailable after finishing a call, before receiving another one. Default: 0 seconds.

• Weight: defines the priority level of this queue when an agent belongs to multiple queues. Higher values indicate higher priority. Default: 1.

• Music on Hold: specifies the music class to be played to callers while they are on hold in the queue. The system-provided default class is called noice ("no silence"), ensuring that callers hear continuous audio while on hold.
  Custom music classes can be created and managed under the Music On Hold section.
  
  

• Cally Square Project: when an IVR Project is selected from the list, the dialer will route the call to the specified IVR before placing it into a queue. This allows for preliminary actions such as: querying a database, playing back messages, setting variables.
  This setting is optional. If no IVR project is selected, the call goes directly into the queue.
  Note: IVR is always initiated on the customer side, except in Preview campaigns, where the IVR is executed for the agent.

• Cally Square Project After Queue: this field defines an IVR flow that is triggered after a call exits the queue, based on campaign type and call behavior.

  • For Progressive, Predictive, and Power Dialing Campaigns the IVR project will be executed only if the caller exits the queue due to a timeout (the IVR is started for the customer).

  • For Preview Campaigns: the IVR is triggered if the contact is unreachable, due to reasons such as busy, no Answer, congestion, no such number).
    It is also triggered if the customer ends the call. In both cases, the IVR is executed for the agent.

When using Preview, Progressive, Predictive, or Booked Progressive campaigns, enabling this option ensures the IVR project is executed even if the agent hangs up the call.

• The IVR will not be executed if the customer is the one who ends the call.

• This behavior also applies when using the Recall Me option.

• The IVR is started on the customer side in these cases.  

Open

These settings determine how the dialer sets the outgoing caller ID for each generated call.

• Caller ID Name: sets the name shown as the caller ID. Only works if a valid Caller ID Number is also configured.

• Caller ID Number: sets the number shown as the caller ID.
  Note: The ability to set caller ID parameters depends on the trunk/provider. Many providers do not allow number customization.

Global

• Global max retries: the maximum number of times the dialer will attempt to call a contact, regardless of the reason for the previous call failure.
  Default = 4. Once this limit is reached, the contact is considered closed, and no further call attempts will be made.
  
  

Congestion (status that occurs when, for instance, there are failures in the trunk)

• Congestion Max Retries: the maximum number of retries allowed specifically for calls that fail due to congestion (Default=3). If the congestion-specific retry limit is reached (before hitting the global max retries), the contact is moved from the hopper to final status and will no longer be called.

• Congestion Retry Time: the minimum waiting time, in minutes, before the dialer retries a contact after a congestion-related failure (Default=150).
  The dialer will retry after this delay only if the number of congestion retries is below the Congestion Max Retries and the total number of retries is below the Global Max Retries.
  
  

Scenario:
Congestion Max Retries 3 - Congestion Retry Time 150 min - Global Max Retries 4

First Attempt
- Time: 10:00 AM
- Result: Call fails due to congestion
- Contact is kept in the hopper
- “Scheduled At” is set to 10:00 AM + 150 min = 12:30 PM

Second Attempt
- Time: starting from 12:30 PM
- Result: Call fails again due to congestion
- “Scheduled At” is updated again: 12:30 PM + 150 min = 3:00 PM

Third Attempt
- Time: starting from 3:00 PM
- Result: Still congestion
- Congestion Max Retries (3) is now reached
- Contact is removed from hopper and marked as Final (Closed for Congestion)

⚠️ If the Global Max Retries were lower than the Congestion Max Retries, the contact would be closed as soon as the global limit is reached, even if congestion retries are still available.

Busy (status that occurs when the destination is engaged in another call and unable to receive a new one)

• Busy Max retries: the maximum number of times the dialer will retry a call that previously failed due to a busy status (default=3). If this limit is reached before the Global Max Retries, the contact is moved from the hopper to final and will not be retried again for this campaign.

• Busy Retry Time: the minimum delay, in minutes, that the dialer will wait before retrying a contact after a busy failure (default=150). The dialer will continue to retry as long as the Busy Max Retries is not reached, and the Global Max Retries is still available
  
  

No Answer status occurs when the call is successfully placed but the recipient does not answer within the configured Originate Timeout (default: 30 seconds).

• No Answer Max retries: specifies the maximum number of times the dialer will retry a contact that failed due to no answer (default=3). If this limit is reached before the Global Max Retries, the contact is moved from the hopper to final and will not be retried again for this campaign.

• No Answer Retry Time: the waiting time, in minutes, before the dialer retries a contact after a no answer status (default=150).
  The retry process will continue as long as No Answer Max Retries has not been reached, and the Global Max Retries limit is not exceeded

No Such Number status occurs when the called phone number is identified as invalid or non-existent by the provider or trunk.

• No Such Number Max retries: the maximum number of retry attempts for contacts that failed due to a No Such Number error (default=3). Once this limit is reached (before the Global Max Retries), the contact is marked as final and will not be retried again.

• No Such Number Retry Time: the minimum delay, in minutes, before retrying a contact that failed due to a No Such Number error (default=150). The retry process continues as long as the No Such Number Max Retries is not exhausted and the Global Max Retries is still available

A Drop status occurs when the customer answers the call, but the dialer hangs up because no agent became available within the queue timeout period.

• Drop Number Max retries: defines the maximum number of retry attempts for contacts marked with a Drop status (default=3). If this threshold is reached before the Global Max Retries, the contact is marked as final (Drop) and will not be recalled.

• Drop Retry Time: the minimum wait time, in minutes, before the dialer retries a contact after a Drop status (default=150). Retries for Drop continue only if drop Max Retries have not been reached and global Max Retries have not been reached.

An Abandoned status occurs when the customer hangs up the call before being connected to an agent — typically while waiting in the queue.

• Abandoned Max retries: sets the maximum number of retry attempts for calls that were marked as Abandoned (default=3). If this limit is reached before the Global Max Retries, the contact is marked as final (Abandoned) and is no longer eligible for recall.

• Abandoned  Retry Time: defines the minimum delay, in minutes, before the dialer retries a contact that previously abandoned the call (default=150). The dialer will retry as long as Abandoned Max Retries is not exceeded and Global Max Retries is still available.

Machine: status occurs when the system detects an answering machine during a call attempt. This is typically enabled by configuring Asterisk AMD (Answering Machine Detection) in the campaign’s Advanced settings.

• Machine Max retries: defines the maximum number of retry attempts for contacts where a machine was detected (default=3). If this threshold is reached before the Global Max Retries, the contact is marked as final (Machine) and will not be called again.

• Machine Retry Time: the minimum delay, in minutes, before retrying a contact after a Machine status (default=150). The retry cycle continues as long as Machine Max Retries is not exhausted and Global Max Retries has not been reached.

This setting is useful when retrying contacts in the hope of eventually reaching a live person instead of voicemail.

An Agent Reject status occurs when the system successfully routes a call to an available agent, but the agent manually rejects the call (e.g., by clicking "Reject" or failing to accept within a set time).

• Agent Reject Max retries: the maximum number of times the dialer will retry a contact after it has been rejected by an agent (default=3). If this threshold is reached before the Global Max Retries, the contact is finalized as Agent Reject and will no longer be retried.

• Agent Reject Retry Time: minimum time, in minutes, the system waits before retrying a contact after an Agent Reject event (default=150). Retry attempts will proceed as long as Agent Reject Max Retries is not exceeded and Global Max Retries is not reached

Additional phones: to contact a person through alternative numbers, if they were not reachable via the primary phone.

• Call additional phone after (min): defines the delay, in minutes, between a failed call attempt to the primary phone and the next call attempt to an additional phone number, if available.
  Use Case Example:
  If this setting is configured as 3 minutes:

  • The dialer first tries the primary phone.

  • If the contact is not reached, it waits 3 minutes.

  • Then, it begins calling the additional phone numbers, following their priority order (as defined in the contact profile).