Campaign management & dialling behaviour

Three dialling modes, one campaign

Each campaign can be switched between predictive dialling, power dialling with a fixed overdial factor, and purely manual dialling. Switching costs nothing and applies at once – useful when you have plenty of records in the morning and few by the afternoon.

Predictive: mmDial continuously calculates how many lines each agent needs so that as little waiting time as possible arises – while staying below your limit for the abandon rate.
Power dialling: A fixed overdial factor; answered calls are handed to free agents by the built-in call distribution (ACD). The right choice for small teams or a thin supply of records.
Manual: The agent starts every call themselves – for callbacks, follow-ups or looking after existing customers.

How predictive dialling works in detail

Campaign settings in mmDial: campaign ID, name, active switch, assigned order form and maximum record consumption per minute, with collapsible sections below for dialling behaviour, call outcomes, dialling rules and further settings.

The settings are grouped into collapsible sections. On the left, the submenu leads to outcome hotkeys, outcome forwarding, breaks, filters, the blocklist, working hours and the agent screen.

Control

What you set about the dialling behaviour

Dialling ratio

Set it fixed or let it regulate itself. For automatic control there are the levels average, aggressive and strict.

Maximum abandon rate

You define the limit up to which dropped calls are acceptable. The dialler throttles itself before it exceeds that limit.

Records per minute

A cap on the number of records dialled per minute protects a scarce supply of leads from being burned through too quickly.

Time windows

For each campaign you record when automatic dialling is allowed – for instance 9 a.m.–5 p.m., noon–5 p.m. or a window of your own.

Caller ID

You set the number shown to the person called (CLIP) per campaign. In mmDial Comfort it can even match the area code of the person being called.

Answering-machine detection

Answering machines and recorded announcements are detected and filtered out instead of tying up an agent.

Call outcomes that fit your project

mmDial comes with the usual outcomes – reached, not reached, answering machine, callback, sale, not interested. Beyond those you create your own per campaign and decide what they trigger.

An outcome can count as a sale or as "not interested" – which feeds straight into the reporting.
Callback outcomes automatically create a follow-up.
Outcomes for the campaign blocklist take the lead out of dialling for good.
Hotkeys let the agent set an outcome with a single key Comfort
Outcome forwarding pushes leads automatically into another campaign, list or order form – for example all sales into a QA campaign Comfort

Blocklists (DNC)

Numbers that must no longer be called go onto the blocklist – either per campaign or, in mmDial Comfort, into a global list that applies to every campaign and can be imported and exported.

Agents can block a lead directly from the call. On import, blocked numbers are skipped automatically.

Automatic dialling rules Comfort

For leads that have not been reached several times you set rules: after what age they move to a new list, when they are dialled again and when to stop. The rules run on a schedule in the background.

Organisation

Several campaigns side by side, tidily

Larger call centres run dozens of campaigns in parallel. mmDial keeps them apart without you losing the overview.

As many campaigns as you like

Active and inactive campaigns can be filtered separately, each with its own lists, agents and reports.

Copy instead of rebuild Comfort

An existing campaign serves as a template – including outcomes, settings and the assigned form.

Groups & permissions Comfort

Agent groups bundle campaign permissions. Team leaders only see what they are meant to see.

A campaign can also be run by an AI. With AI Agent Live an AI agent takes over the conversation, follows your prompt and passes on to one of your agents when there is interest – everything else about the campaign stays the same.

Keep reading

Campaigns & dialling behaviour