The Auto-Dialer feature is Exotel's equivalent of OBD or outbound dialer. Auto-Dialer is typically found in call-center & telemarketing software. As the name suggests, you can conduct an automated outbound call campaign, connecting a group of available agents to a list of customers, saving the agents from the hassle of dialing out numbers and managing the list at their end.

 

Placing manual outbound calls for a large number of customers is time-consuming. An automatic outbound dialer ensures a streamlined and scalable outbound calling process. When an agent in the group starts the campaign, the system will first call the agent, and then will start calling numbers from the list that haven't been called yet. Using Auto-Dialer, you can enhance the agent’s productivity and reduce the time taken to call a lot of numbers significantly.

 

Pre-Requisites

  1. An active Exotel Account with Campaigns (Auto-Dialer) feature enabled

  2. A valid Exophone

  3. A list of customers/numbers created in NEW Campaigns ‘Address-book’ (Contacts & Lists section)

  4. A group of agents created in ‘Co-workers (Agents) and Groups’

  5. If prepaid account, enough credits to run the campaign

New Auto-Dialer Campaigns

Dialer Campaigns is added under the New Campaigns page. The idea is to have all the campaigns related products such as Call Campaigns, Dialer Campaigns and SMS campaigns under a common page. All these campaigns will use the same Campaigns Address-book (Lists and Contacts).

How to use New Auto-Dialer Campaigns

  1. Click on the New Campaigns (Campaigns new) under the Tools menu on the left hand panel of the dashboard (see highlighted box in the image above)

  2. Dialer Campaigns can be found under the Campaigns tab

 


Create Dialer Campaigns

In order to create a new dialer campaign, follow these steps:

  1. Click on the Create Dialer Campaign button. It will open a pop-up where user has to provide campaign details

  2. Fill the campaign details such as Campaign Name, Dial Numbers, Campaign Participants, Start Date and Time, End Date and Time, Caller ID, Number of Retries, Retry call with Status, Call type etc.

  1. All entries are mandatory. You will need to fill:

    1. Campaign Name - The name to identify the Auto-Dialer or OBD Campaign

    2. Dial Numbers 

      1. List: Select a list of numbers (customers) to dial out in the campaign. You should have created the list before starting the campaign.

      2. Dial whom URL: An URL that will return numbers to call (customer’s number). Refer 'Working With Connect (Dial Whom)' for more details on the URL configuration.

    3. Campaign Participants: 

      1. Group/Agents: Select an agent or a  group of agents, who are going to talk to the numbers in the list. You should have created a group before creating the campaign.

    4. Caller ID - Is the phone number using which the call needs to be placed to your customer. 

    5. Start dateCampaign will start from the date and time specified here. You can not select time less than the current time. By default, the campaign will get triggered with a delay of maximum 2 minutes from the current time

    6. End dateCampaign will end from the date and time specified here. By default, it is set to 30 days from the Start Date and Time. Minimum time allowed is 2 minutes more than the start time

    7. Number of Retries: The number of times a call to a phone number should be attempted, in case of a previous unsuccessful attempt. Default is 0 and maximum is 3.

    8. Retry call with Status: Determines when the campaign should treat a call as an unsuccessful attempt. Could be "busy", "no-answer", "failed"

    9. Call Type: By default it will be Transactional for all the Dialer campaigns.

  2. Show additional details

    1. Popup URL (optional): Popup URL to show the live call details on Agent’s dashboard (CRM). Refer this support article to know how to implement pop-up in your CRM.

    2. Call Completed Passthru URL (optional): Passthru URL where Exotel will send the call complete status after every call. Refer 'Working With Passthru Applet' for more details on configuring this URL.

    3. Call No Answer Passthru URL (optional): Passthru URL where Exotel will send the call details when we get Call No Answer. Refer 'Working With Passthru Applet' for more details on configuring this URL.

    4. Get Contacts URL (optional): URL to provide contact details (customer details such as name, address, order id etc.)

  3. Click ‘Create Dialer Campaign’ button at the bottom of the pop-up screen

Dialer Campaign Users Persona

Dialer campaigns predominantly have two roles- Agents and Supervisors.

  • Supervisors are generally responsible for managing campaigns and assigning campaigns to their agents. A Supervisor can-  

    • Create a Campaign 

    •  Assign agents to a Dialer campaign.

    •  Also work as an agent if they were added a co-worker in the Group ( campaign participants). Supervisors can view all campaign Live Status, call details. 

    • Can Archive, Mark as complete campaign and Download reports

  • Agents are generally responsible for dialing out the campaigns (numbers) they were assigned. An agent can

    • Can create a campaign and assign to agents

    • View and Start the campaigns they were assigned tt

    • Create List and contacts

    • Can archive, Mark as complete campaign and Download reports

 

View Campaigns Summary

On the New Dialer Campaigns landing page, it shows the summary of all the Dialer campaigns. Whenever a new Dialer campaign is created, the campaign starts appearing in this list. You can also view those campaigns that are created through APIs as well.

  • The list contains the details of  the campaign such as Campaign Name, Campaign Type, Date created, Schedule Time, Status and Performance etc.

  • There is an action menu associated with each campaign. This action menu has options to Pause/Resume/Mark as Completed/Archive/Download a campaign, based upon the state of the campaign

    • Complete - Mark the entire campaign as Completed. Remaining numbers are marked as Failed_NoAttempt. You can mark only paused campaign as completed

    • Archive - Mark a campaign as archived. Only completed and scheduled campaign can be marked as archived

    • Download - Download completed campaign reports

  • Filter - The list of campaigns can be filtered based on the campaign status.

  • Search - The list of campaigns is searchable by Campaign Name (minimum three characters to start the search)

  • Sort - The list of campaigns can be sorted by Campaign Name, Date created and Status

  • Performance - Shows the performance of a campaign with three high level statues - Completed, Failed & Scheduled. On hovering failed count, failed is further divided into subcategories - failed, failed DND, failed balance and invalid. On hovering scheduled count, scheduled is further divided into scheduled, in-progress, retry & retrying.

 

Campaign Summary/Stats (Supervisor View)

Clicking on the Individual Campaign will take the Supervisors to the campaign summary/stats page. The actions can be changed from this page as well. The entire page is divided into two sections. On the top users can see the campaign details along with stats and at the bottom users can view the call details of that specific campaign. 

  • Campaign Details - will show the details of the campaigns such as Campaign Name, Dial Numbers, Campaign Participants, Start Date and Time, End Date and Time, Caller ID, Number of Retries, Retry call with Status, Call type and additional details etc

  • Campaign Stats - This section shows the number level statistics of that campaign. There is a delay of maximum 5 minutes with respect to real-time data. You can click on ‘refresh’ icon to get the latest data. A number can be in following possible states in a campaign:

    • Scheduled - The numbers that are yet to be dialed out in the campaign

    • In progress - Numbers who are currently connected and or being dialed on the campaign 

    • Retry - If in the first attempt, the caller did not pick up the call (or disconnected it), this number will be added to the "Retry" list. Number of retries, interval of retry and retries mechanisms will depend on the values specified during the campaign creation.

    • Retrying - It is equivalent to In progress while retrying the same number

    • Failed - Numbers that failed because the number is invalid, unreachable, etc.

    • Failed DND Numbers that failed because the number was added to the NDNC registry.

    • Failed Balance - Numbers that were not dialled because of low balance in your Exotel account

    • Failed No-Attempt - Numbers that were not dialled because the campaign was marked as completed in between, or the end time reached before the list was exhausted, or campaign has hit the maximum allowed duration of 30 days

    • Completed - Numbers that we have successfully connected 

    • Invalid - Numbers in other unknown states

 

View Campaign Call Details ( Supervisor View)

This section shows the list of calls that are made as a part of the campaign. It captures call details such as contact person’s number, name (if added in Contacts), call duration, date created, call status and call recording. It also has an action menu which shows more details about the call such as call start time, call end time, call direction and call sid.

  • Search - the call detail list is searchable by number

  • Filter - the call details can be filtered by call status

  • Sort - the call details can be sorted by Created date

  • Call Status - could be one of Completed, Failed, No answer, Busy.

 

Campaign Summary/Stats (Agents View)

Clicking on the Individual Campaign will take the Agents to the campaign summary/stats page. An agent can Start the campaign from here.

Start Campaign

  • Start Campaign button will appear on the top right corner of the Campaign Summary page. Each agent can now go to their respective Auto-Dialer Campaign page under the Campaigns tab and start the campaign by clicking the “Start” button.

  • Initially the Start button will be disabled till the start time expires. After the start time passes, the Start button will be enabled.

  • An agent can stop their respective campaigns by disconnecting the call, and resume by clicking on the “Start” button again. If any numbers are remaining in the list to be dialed out, the agent will get connected.

  • As soon as Start button is clicked, the agent’s number will be dialed first and once the agent is connected to leg1, it starts dialing the contact from the list.

  • Once a customer disconnects the call, the next number from the list will be dialed.

  • Agent’s number is always nailed in at leg1 when subsequent calls are made.

 

Campaign Details - will show the details of the campaigns such as Campaign Name, status, Agent name, Assigned by (supervisor details), Caller ID, Start Date and Time, End Date and Time, Number of Retries, Retry call with Status, Call type.

  • Campaign Stats - This section shows the number level statistics of that campaign. There is a delay of maximum 5 minutes with respect to real-time data. You can click on ‘refresh’ icon to get the latest data. A number can be in following possible states in a campaign:

    • Scheduled - The numbers that are yet to be dialed out in the campaign

    • In progress - Numbers who are currently connected and or being dialed on the campaign call flow

    • Retry - If in the first attempt, the caller did not pick up the call (or disconnected it), this number will be added to the "Retry" list. Number of retries, interval of retry and retries mechanisms will depend on the values specified during the campaign creation.

    • Retrying - It is equivalent to In progress while retrying the same number

    • Failed - Numbers that failed because the number is invalid, unreachable, etc.

    • Failed DND Numbers that failed because the number was added to the NDNC registry.

    • Failed Balance - Numbers that were not dialled because of low balance in your Exotel account

    • Failed No-Attempt - Numbers that were not dialled because the campaign was marked as completed in between, or the end time reached before the list was exhausted, or campaign has hit the maximum allowed duration of 30 days

    • Completed - Numbers that we have successfully connected to a call flow 

    • Invalid - Numbers in other unknown states

 

View Live Callee Details (Agent view)

An Agent can view the live callee details while dialing to a contact. The callee details will be populated as per the details saved in the Addressbook. Agents can click on the Refresh button to fetch the live callee details. Once a call ends, Agent has to click on the Refresh button to view the next callee details. 

 

 


Supervisor- Agent Switch

If a Supervisor is also added as an agent to a campaign, he/she can view both Supervisor and Agent screen. On the top of the individual campaign screen there will be a switch to change the view from Agent to Supervisor and vice versa. Supervisor can perform both of the roles by moving to the respective screen.



Ending the Auto-Dialer Campaign

Supervisor/Admin

  • An Admin can Mark as complete an ongoing campaign any time from the Campaigns tab 

  • If an admin marks  an ongoing campaign as completed, any in-progress call for an agent will go uninterrupted. However, there will be no further call made and the agent’s call will get disconnected.  

  • If there are no New or Retry numbers, then the campaign is deemed complete and hence, there is no action to be taken. 

Agent

  • The agent can stop the campaign simply by hanging up the call on his phone. 

  • He can click the "Start" button anytime and the campaign will start from the next available number in the list.

  • Start button will be disabled if there are no new or retry numbers.



Auto-Dialer Campaign Limitations

  1. Allowed Time Frame: As per TRAI regulations in India, the campaign call is allowed only between 9 AM to 9 PM of a day.

  2. Maximum Duration: An Auto-Dialer Campaign will run maximum for 30 days. Post the maximum duration, the campaign will go in ‘Completed’ state and the remaining numbers in the list will not be dialed out and marked as Failed_NoAttempt.

  3. List Restriction: Once the Auto-Dialer Campaign has been started, any change in the list (changing, adding, or deleting numbers) will not be reflected in the ongoing campaign. A copy of your list is taken at the time of creating the campaign. Hence, any change in the list is not reflected in the ongoing campaign.

  4. Group Flexibility: On the other hand, you can add or delete agents from the group which you have selected at the time of creating the campaign, even after the campaign has started.

  5. Only 1 list can be used for creating campaigns. Hence, maximum contacts which can run in one Dialer campaign is one lakh.

 

Deprecation Plan for Old Auto-Dialer Campaigns

Old Auto-Dialer Campaign will be deprecated in two phases. In the first phase, we will restrict the Create Dialer Campaign capability. In the second phase, we will deprecate the dialer campaign functionality completely from the Campaigns (old) section.

Phase-1 → Deprecating Create Dialer Campaign capability 

  • Date of Impact: 1st Dec 2021

  • Users will not be able to create any campaign from the date of impact 

  • Users will be able to view any previously created dialer campaigns 

 

Phase-2 → Deprecating Dialer Campaign capability completely

  • Date of Impact: 1st Mar 2022

  • Users will not be able to even view the past dialer campaign, from the date of impact

  • Migration of data from old campaigns to new campaigns will not be possible

 

Looking out for answers to your queries?

Say ‘Hello’ to us at:

Support Phone Number: 8088919888 

Support Email ID: hello@exotel.com