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Campaign launch

Open Campaigns and select Create campaign. A campaign is not assembled in a dialog box but on a page of its own — a wizard with five steps: Campaign → Schedule → Dialing → Contacts → Review and launch Next does not let you past a step with incomplete data and names the missing fields; leaving the page warns about unsaved changes. Visited steps stay open for going back, steps ahead are locked.

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Step 1. Campaign

The Basics group — name and agent:

• Campaign name — 1 to 80 characters.
• Agent — published agents only. The field is a searchable list: start typing to filter by name instead of scrolling. Members are offered only agents visible to them; for administrators and developers a hidden agent carries a · Hidden from members suffix.
• Classification — a mandatory call purpose: Marketing, Servicing, or Debt collection. It sets the consent tier required from the subscriber and the exact legal wording the operator signs at the launch step. Next to the selected value the platform shows which consent tier it requires.

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Step 2. Schedule

The Date range & time group:

• Time zone — campaign dates are interpreted in the organization’s time zone. The current zone is shown in the form, with a link to organization settings. The zone list is searchable — by name and by offset (UTC+5).
• Start and End — the dates the campaign is allowed to dial.
• Call in the contact’s local time — calling windows are computed in each contact’s zone. This affects dialing, not the displayed campaign dates.

The Calling windows group:

• Restrict to a schedule (optional) — a toggle. Turn it on to set weekdays and time intervals, for example 09:00–18:00.
• If no schedule is set, the platform states what applies instead: “No schedules set — the organization’s calling window 08:00—21:00 applies”. Round-the-clock dialing does not exist — see The organization calling window.
• Effective calling window — what the restrictions actually add up to. It appears once the campaign record exists (that is, when you come back to this step). If your schedule is wider than allowed, the platform narrows the window and says so: “Narrowed to the organization’s calling window … — the saved value is kept”. Your saved schedule is not rewritten.

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The organization calling window

An organization has a calling window — an interval that applies every day of the week in the dialing time zone. The platform default is 08:00–21:00.

• A campaign schedule may only narrow the window, never widen it.
• An empty campaign schedule equals the organization window on all seven days.
• A contact outside the window is not dropped but deferred until the window next opens.
• A schedule that does not intersect the window at all is rejected with “No legal calling window (empty intersection)”.
• The window itself is set only by the platform administrator; the change is audited and applies to every campaign of the organization at once, including running ones.

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Step 3. Dialing

Telephony — a collapsible group with a summary line:

• SIP trunk — the trunk used for outbound calls. If the organization has exactly one, the field opens already filled in: a choice with no alternatives is not a choice, it is an extra step. With two or more the platform does not guess.
• Subgroup — automatic by trunk and agent pair, or another available option. Once the trunk is filled in, the label names the subgroup that will be used right away.
• Caller ID — the number the subscriber sees. The By subgroup policy option leaves the choice of number to the subgroup, and the label names the actual number whenever the pool holds only one.

The Speed & duplicates group:

• Dialing speed — calls per minute, chosen from these tiers: 1, 2, 5, 10, 20, 30, 60, 100, 200. An arbitrary number cannot be entered.
• Duplicate numbers — how repeated contacts are handled, for example reject them and report them.

The Retries & strategy group:

• Dialing logic — Standard (a dial budget and an interval) or Expert logic (rules of the form “if reason → action”).
• Retries — how many times to call back on top of the first dial, 0 to 9. The first dial is not included in that number: both figures are always on screen, for example “9 retries · 10 dials”. The limit reads “Maximum 9 retries · 10 dials”.
• Redial intervals — two modes:
  • Same interval — one identical pause between all dials of the same number.
  • Per-retry intervals — an interval per retry, set on the Retry 1, Retry 2, … pills. This is how a “often first, rarely later” ladder is built, for example 2 min → 5 min → 1 d → 3 d.
• Intervals come from a fixed list of values — from 1 minute to 7 days. At the retry limit the + add retry button disappears.

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Dialing strategy presets

Inside expert logic, a Strategy preset selector appears above the rule editor — a ready-made rule set instead of assembling one from scratch. Three are built in: How it behaves:

• Editing any rule automatically switches the selector to Own rules — a preset is never detached silently.
• Save as preset is available only in the Own rules state; your own preset can be updated, renamed, and deleted, a built-in one cannot. The limit is 20 presets per organization.
• Editing your preset does not change the rules of campaigns already configured: a preset is a template, not a live reference.
• A preset carries rules only. The retry count and the intervals stay campaign fields and are untouched by the selector.
• Rule order is visible in the list and affects the outcome — rules are evaluated top to bottom.

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Step 4. Contacts

Upload a contacts file in CSV or XLSX. The phone column is recognized by its header, and the remaining columns become call variables. The import report lists accepted rows, warnings, rejected rows with their row numbers and reasons, duplicates, and column fill rates; it exports to CSV or XLSX. For more on uploads and the import report, see Campaign contacts.

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Step 5. Review and launch

The final step shows three things: blockers, warnings, and the attestation signature. Blockers stop the launch. For example:

• the agent is unpublished or not bound to a subgroup of the trunk;
• the agent is hidden from members and the person launching is a member — see who sees the agent. An administrator or developer launches the same campaign without the blocker;
• rows with no usable location: “N contacts in file ’…’ have no usable location and cannot be dialed — fix the file and upload it again”. There is no way around it: the file has to be fixed and uploaded again, a partial launch is not possible;
• every number in the queue turned out to be on the do-not-call registry;
• an expert-logic rule retries a permanent reason;
• the attestation is unsigned, or was signed under a previous version of the file.

Warnings do not block the launch but are worth reading. For example: “The retry schedule is longer than the campaign window — N retries will not happen” — the interval ladder does not fit into the campaign dates. Notes are a third level, below a warning: the platform points something out without suggesting a fix. All three levels sit in one list and are told apart by their mark.

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How to read the findings list

• Every finding names the field it belongs to and carries a Fix link that jumps to the wizard step where that field lives. From the launch dialog on the campaign card the link opens the form or scrolls to the contacts. Notes have no link: there is nothing to fix.
• Findings of the same kind collapse. Four or more warnings about the same variables fold into one expandable row; up to three they are listed one by one.
• Technical findings carry two halves of text: a sentence for a human on top, and the technical part under a collapsible “More for the administrator”.
• Finding texts arrive in the cabinet’s language. The server returns a code with parameters and the cabinet renders the text, so the numbers inside a phrase — filled out of how many, which cap, which condition — are substituted as separate values.

Permission attestation — the signature stating that consent to call has been obtained. The wording comes from the server and depends on the campaign classification from step 1. It is a legal statement, not a formality: the record captures who signed and when, and it is voided when the contacts file is replaced — a new version of the file has to be attested again.