Run and supervise a calling campaign

Check readiness before Start

Open Campaigns and manage the intended campaign. First follow campaign preparation. Check the calling mode, assigned agents, usable contacts, approved Caller ID, account balance, allowed calling hours and current capacity.

An agent assigned to a campaign is not necessarily ready to receive calls. Check the agent’s presence, SIP/device readiness and paused state. Predictive operation can wait for readiness or other safeguards even when the campaign is Active. Read the displayed explanation instead of repeatedly increasing concurrency.

The campaign board filters by status and dial mode. These filters help locate a campaign; they do not prove agent readiness or start calls. Review the intended campaign’s Preflight and current activity separately. Open the image for a larger view.

Start, pause and archive

1. Review the campaign name and use Start when ready.
2. Wait for the saved status and inspect actual activity; Active is not proof that calls have connected.
3. Use Pause when you want to suspend campaign operation. Confirm the resulting status and check live calls separately; do not treat a status change as proof that an existing conversation has ended.
4. Use Start again when the paused campaign and agents are ready.
5. Use Archive when retiring the campaign, after checking remaining work. Archive is not a substitute for ending a live call or deleting contact records.

Follow contacts and outcomes

Review campaign contacts by status, such as New, Callback, No answer, Not interested, Wrong number or Sale. Search and paginate to inspect the intended contacts. Record the actual outcome after a conversation. A Callback needs the requested time; saving a note alone does not schedule another campaign attempt.

Removing contacts from a campaign and resetting their status are different operations. Resetting to New can make contacts eligible for calling again. Read the selection and confirmation carefully, preserve opt-out decisions and never reset a whole list simply to investigate one failed call.

Supervise without guessing

Use the campaign’s overview and supervisor view to compare current readiness, live work and completed outcomes. A queued lead, a ringing call and an answered conversation are different states. Predictive recommendations are operational guidance, not a guarantee of a particular call rate or sales result.

If activity stops, check status, agents, callable contacts, schedule, balance and the explanation shown. Avoid repeated Start clicks or duplicate campaigns. Give Support the campaign name, time/timezone, relevant public call reference and visible error; do not include credentials or an entire customer list.

Related: follow-ups and live monitoring and performance.

Record a disposition and finish wrap-up

A call disposition is the campaign outcome you save for one contact. It answers “what happened?” A note explains the conversation, and a callback stores a future action. These are related pieces of work, not interchangeable fields.

1. After the call, confirm the contact and campaign still shown in the dialer.
2. Add a concise note with the relevant result and agreed next step.
3. Choose the actual outcome, such as No answer, Wrong number, Not interested or Sale. Do not use Sale just because the call connected.
4. If the person requested a later call, choose Callback and complete the date/time workflow before saving that outcome.
5. Wait for confirmation that the disposition was saved. If the campaign requires a decision and wrap-up, complete those controls before expecting the next contact.
6. Check the contact's resulting status or activity before moving on when the response is uncertain.

For example, “Please call tomorrow afternoon” needs a confirmed date and time in the callback workflow. A note saying “tomorrow” leaves the schedule ambiguous, especially across timezones. Confirm the intended time with the customer and review the timezone displayed by the Portal.

Handle incomplete wrap-up without restarting the campaign

If the dialer waits after a conversation, check for an unsaved decision or callback before changing campaign pacing. A required wrap-up can intentionally prevent the next contact. Read the status shown: a saved outcome, a scheduled callback and a ready agent are separate conditions.

If saving fails, keep the contact and visible error in view. Check whether the outcome already appears in activity before repeating the action. If a callback has been saved, verify its scheduled time; do not reset the contact to New to make the dialer move forward. Resetting can make that person callable again and does not preserve the intent of an agreed follow-up.

Reviewed 10 October 2026 against the current IllyVoIP Portal and service implementation. Options depend on account access and current service availability.

Find a callback that is due now

The campaign contact filter distinguishes Callback from Callback due now. Callback is the broader scheduled-follow-up state; the due-now view narrows it to callbacks whose scheduled time has arrived. A callback can be correctly saved and still not appear as due yet.

1. Open the intended campaign and its contacts. Confirm the campaign before searching for the person.
2. Select Callback to inspect scheduled follow-ups, then review the intended contact’s saved date and time. Confirm the Portal’s displayed timezone against the time agreed with the customer.
3. Use Callback due now to find work that is currently due. Search and paginate as necessary; an empty current page is not proof that no callbacks exist.
4. Before acting, check the current assignment and any active or reserved work. Do not start a second attempt if another agent is already handling the same follow-up.
5. Handle the contact through the appropriate campaign workspace. A filter result is a work list, not a button that guarantees an immediate call.

Worked example: finish or reschedule the follow-up

Suppose a customer asked for a call at a confirmed time tomorrow. Save the Callback outcome with that actual time, then check it under Callback. Before the appointment it may be absent from Callback due now. Once due, the assigned team should review the current contact state and make the permitted attempt through its normal calling workflow.

After the conversation, save the actual outcome and finish any required wrap-up. If the customer asks for another time, use the callback workflow to save the newly agreed time and verify it. If the follow-up is complete, choose the outcome that describes what happened. Do not leave an old Callback merely because it was the previous status, and do not use Sale for a conversation that did not produce a sale.

A note saying “call later” does not update the scheduled callback by itself. Conversely, a saved callback does not prove that a later call connected. Keep the schedule, attempt, disposition and wrap-up as separate checkpoints.

If a callback is missing or appears repeatedly

Check the campaign, broader Callback filter, current time/timezone, pagination and saved outcome before changing anything. If a save timed out, look for the updated callback or activity first. Repeating an uncertain operation or resetting the contact to New can create work that no longer reflects the customer’s agreement. For an unexplained recurring due item, provide Support with the campaign/contact reference, scheduled time, current visible state and relevant public call reference; do not remove the customer’s history to hide the symptom.

Reviewed 12 October 2026 against the current IllyVoIP controls, implementation and applicable references. Available options depend on account permissions and service state.