IVR Campaigns
Overview
An IVR Campaign in XCALLY Motion Bull enables outbound dialing to a predefined list of contacts, forwarding answered calls to an IVR system. This type of campaign is ideal for surveys or automated interactions that do not rely on agent availability or queue status.
The dialer initiates calls to contacts from the selected list and waits for the contact to answer within a configurable Originate Timeout (in seconds).
If the contact answers before the timeout, the call is forwarded to the IVR project (see Cally Square for more details).
If the contact does not answer within the timeout, the call is marked as No Answer.
You can access IVR Campaigns from the XCALLY Motion Bull menu.
IVR Campaign in 9 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.
Define 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 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.
Go under Tools → Intervals, 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.
🔹 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 IVR Campaign.
Additionally, you can create a special list of phone numbers you want to exclude from dialing—the Blacklist. The dialer will automatically skip these numbers during outbound operations.
Create the IVR Project
Section Cally Square → Projects
Design the Cally Square project for your IVR Campaign. Examples of campaign projects include:
Customer surveys
Appointment reminders (e.g., medical, dental, or service appointments)
Payment or subscription reminders
Promotional messages
Event notifications
Customer satisfaction follow-ups
Internal company notifications (e.g., shift changes, HR announcements)
Each project can be customized to include the desired IVR flow, prompts, and actions according to the campaign’s purpose.
Create the IVR Campaign
Section Motion Bull → IVR Campaigns → +
You can create and manage multiple IVR 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.
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). 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
Cally Square project: select the IVR project of your campaign
Max concurrent calls: the maximum number of concurrent calls that will be originated by the dialer for this campaign (Default=30)
Description: an optional description of the campaign
And click on ADD IVR CAMPAIGN
Once the IVR Campaign is added, you need to edit it in order to configure its features, choosing it from the list of IVR Campaigns:
selecting 3 dots of the specific IVR Campaign
| clicking Edit Campaign and using the buttons on the top bar
|
You can:
Edit Campaign details (explore documentation here)
Clone Campaign
Add List (see step )
Add Blacklist (see step )
Delete Campaign
Access to Realtime IVR Campaigns
Add List to IVR Campaign
Section Motion Bull → IVR Campaigns
→ 3 dots menu → Add List
Associate your List of Contacts to the IVR Campaign.
Select your IVR campaign → 3 dots menu → Add list
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 IVR Campaign (optional)
Section Motion Bull → IVR 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 IVR 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 IVR campaign → 3 dots menu → Add blacklist
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.
Start the IVR Campaign
Section Motion Bull → IVR Campaigns
→ Edit → Settings
Once all configurations are complete — contact lists, IVR project, time intervals, blacklists, and other parameters — it’s time to activate the campaign.
Go to the General Settings of your IVR campaign and enable the "Active" switch.
The Motion Bull Dialer is now fully operational. It will begin originating calls.
Answered calls will be routed to the selected IVR project.
⚠️ Reminder: Ensure that all the required components (trunk, time interval, IVR project, list, etc.) are correctly set up before activating.
Monitor the IVR Campaign
Section Motion Bull → Realtime → IVR Campaigns
or Section Motion Bull → IVR Campaigns → Edit
You can check Campaign progress:
exploring results in Realtime section (read here the documentation)
monitoring IVR campaign logs in Edit → Hopper/History/Final tabs (read here the documentation)