Outbound Dialer & Predictive Dialing Campaigns
The outbound dialer runs calling campaigns against a contact list: pick a pacing mode (preview, progressive, power, or predictive), and the dialer paces dials against your agents’ live availability, connects answered calls to the right agent, and recycles unanswered contacts by disposition. An abandon-rate governor keeps power and predictive pacing in check, and local-presence caller-ID lifts answer rates.
What you can do
- Load contacts and run a campaign. Bulk-load a contact list, attach a queue and a flow, and start or pause pacing via the API.
- Choose a pacing mode. Preview, progressive, power, or predictive, matched to how much dial-ahead risk you want.
- Hold to an abandon-rate cap. The governor watches connects vs. abandons on a rolling window and adjusts the dial ratio automatically.
- Detect answering machines. A human triggers an agent connect; a machine closes the contact so an agent isn’t tied up on voicemail.
- Track dispositions and retries. Contacts move from pending to dialing to connected to a disposition, with capped retry/callback scheduling.
- Dial with a local caller-ID. A caller-ID pool picks the number that best matches the contact being dialed, so calls look local.
- Check do-not-call before every dial. Numbers are checked against your account’s list and a platform-global list, with automatic opt-out capture.
- Watch live campaign KPIs. Contacts, attempts, status/disposition breakdowns, completion and DNC rates, and the governor’s live ratio and abandon rate.
Pacing modes
| Mode | How it paces |
|---|---|
| Preview | The agent is handed a contact and starts the dial themselves. |
| Progressive | One dial per idle agent: never more dials than waiting agents, so there are no abandons. |
| Power | floor(ready × power_ratio) − dialing: dials ahead of availability by a ratio, held to the abandon cap. |
| Predictive | Same formula, dialing further ahead, with the governor continuously tuning the ratio to the cap. |
The abandon-rate governor
Power and predictive dialing risk abandoned calls, where a customer answers but no agent is free. Regulations such as TCPA cap how often that can happen, so SIP.IO runs an AIMD-style controller over a rolling window of connects and abandons: over the cap, it backs off hard (ratio × 0.8); under the cap, it recovers gently (+0.1); and a floor of 1.0 means a misbehaving campaign degrades to progressive-safe pacing rather than running away.
Built for compliance workflows
Every number can be checked against the do-not-call list before it’s dialed (your account’s list plus a platform-global list), and a dnc disposition adds a contact automatically. The list is managed through the /v1/dnc API. Combined with the abandon-rate governor and capped retry attempts, the campaign control plane gives you the levers most outbound compliance programs need.
Status
The campaign control plane is live: all four pacing modes, the abandon-rate governor, the disposition-and-retry lifecycle, local-presence caller-ID selection, do-not-call checks, and live campaign KPIs via GET /campaign/{id}/kpis. Full technical detail is in the docs.
FAQ
What pacing modes does the SIP.IO outbound dialer support? Four modes: preview (agent-initiated), progressive (one dial per idle agent, no abandons by design), power (dials ahead of availability by a ratio), and predictive (same formula, ratio continuously tuned by the abandon-rate governor).
Does the dialer help with abandon-rate compliance like TCPA? The abandon-rate governor backs off hard over your cap and recovers gently under it, with a floor that degrades a misbehaving campaign to progressive-safe pacing.
Can I build and run a predictive dialing campaign today? Yes, the full campaign control plane, pacing, governor, dispositions/retries, local-presence caller-ID, DNC checks, and KPIs, is available today through the API.
Cloud Contact Center · Outbound Dialer docs · DID Numbers · Platform overview · Pricing