This article introduces the Parallel Dialer, an efficient tool designed to maximize agent talk time by simultaneously dialing multiple contacts. You'll learn the core logic behind parallel dialing and how to effectively utilize it for your campaigns.
User level:
Admin, Agent
Introducing the Parallel Dialer
The Parallel Dialer is an advanced feature designed to significantly boost agent productivity by simultaneously dialing multiple contacts for a single agent. Its core purpose is to maximize talk time by ensuring that as soon as one call ends, or a contact answers, an agent is immediately connected, minimizing idle waiting.
Configuring a Parallel Dialer Campaign
Administrators can configure Parallel Dialer campaigns directly within the CloudTalk Dashboard's Campaign configuration settings.
To set up your campaign for parallel dialing:
Enable the Parallel calling setting for the campaign.
Once enabled, select the desired number of parallel calls; you can configure up to 5 concurrent calls.
If needed, upload or select a voicemail message. This message will be automatically used for calls where voicemail detection is applied.
Configure the rest of the campaign by following the general instructions for campaign setup.
Dialing calls through Paralel dialer
Calls are executed through the CloudTalk Dialer, available to agents within the CloudTalk Phone app.
💡 To learn more about the dialer interface, queue orchestration, and other aspects of the general dialing process, please refer to our dedicated article.
How does parallel calling work?
In a Parallel Dialer campaign, once a human voice is detected on one of the concurrently dialed calls and successfully connected to an agent, all other ongoing parallel calls are automatically ended and returned to the pool of contacts.
Should two calls be answered at the exact same moment, the second call will be automatically dropped and placed back at the bottom of the contact pool for future attempts.
Once there are no more contacts to call, the agent will automatically be redirected to the statistics page, where they can review the results of their calling session.
Voicemail Detection & Automated Handling
The system is designed to save agents time by automatically detecting voicemail greetings (e.g., "Thank you for calling…") in real time and assigning a disposition accordingly.
Dispositions for Voicemail:
Voicemail Message Left: This disposition is applied when a voicemail or other recorded message is detected, and a pre-set voicemail recording is successfully played (the call is then dropped).
Voicemail No Message Left: This disposition is used when a voicemail or other recorded message is detected, but there is no pre-set voicemail recording configured to play.
In both of these voicemail scenarios, the contact is automatically returned to the queue for a future attempt.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!