Setting up Campaigns (Legacy Dialer)

Learn how to configure calling campaigns using the updated features offered in our dialer tab.

User Level: Admin

Using the new AI Sales Dialer? This article covers the legacy dialer. For the new AI Sales Dialer, see Setting up a campaign.

Campaigns are a structured way to run outbound calling to a defined list of contacts. Instead of agents manually searching for who to call next, the dialer works through a pre-defined audience automatically, one contact at a time or in parallel depending on your setup. Admins configure the campaign from the dashboard, defining the audience, call settings, and dispositions. Agents then run the campaign from the CloudTalk Phone desktop app, where the dialer presents each contact in turn and guides them through the call. Common use cases include lead qualification, sales outreach, customer follow-ups, and renewal campaigns.

Campaigns list

Access all past, current, and scheduled campaigns from Dialer > Campaigns.

Use the search and status filters to find a specific campaign.
Sort by name using the arrow next to the Name column header.
Use the icons on each row to take action:
- Magnifier: view campaign details and statistics
- Pencil: edit settings
- Trash: delete the campaign

Add a campaign

Select +Add campaign to configure a new campaign.
(Optional) To speed things up, you can Load Existing campaign settings (see Load Existing).
Enter a Name for your campaign.
Set the Status:
- Active: campaign is visible to assigned agents immediately.
- Inactive: campaign is hidden until you activate it.
- Scheduled: toggle on Schedule campaign to set a start date and time. Agents can see the campaign but cannot start calling until the scheduled time.
Define your audience. Choose one or both methods:
- Select contacts by tags: all contacts carrying the selected tag(s) are added to the calling list. If you select multiple tags, any contact with at least one of those tags is included. Contacts matching more tags are prioritised.
- Contacts from your CRM: If an integration supporting contact lists is active, select the CRM contact list containing your desired audience. Learn more about importing audience from:
  1. HubSpot
  2. Salesforce
  3. Zoho CRM
  4. Pipedrive
(Optional) Enable Parallel Calling if you want the dialer to call multiple contacts simultaneously. ⚠️ Note: Parallel Calling is a paid add-on. If you don’t see this toggle, contact your Customer Success Manager to enable it. When turned on, set:
- Number of parallel calls: how many contacts the dialer calls at the same time.
- Default voicemail message: the recording played when a voicemail is detected.
If left off, the campaign runs sequentially, one contact at a time.
Configure the remaining campaign settings (see Campaign settings reference below).
Assign the campaign to one or more groups or users. Campaigns without assigned users or groups will not appear in the calling apps.
Go to the Disposition Settings tab and configure your call result buttons (see Disposition settings below.
When done, select Create campaign.

Load Existing

When creating a new campaign, you can autofill settings from a previous one.

Go to Dialer > Campaigns and select + Add Campaign.
Click Load Existing.
Start typing and choose a previous campaign from the list.
- The new campaign will copy the settings from the selected one.
- The Name will default to the original with an ascending number (e.g., Christmas Campaign → Christmas Campaign 2 → Christmas Campaign 3).
Review and adjust the campaign settings as needed.
- Double-check scheduled times and tags.
- ⚠️ If you reuse the same tag, any contacts still carrying that tag will be re-added to the new campaign unless you manually untag them.
When finished, click Create Campaign.

Campaign settings reference

Setting	Description
Status	Choose between Active, Inactive, or Scheduled (for campaigns with a defined start date/time).
Select Contacts by Tags	Contacts with the chosen tag(s) are added to the campaign list. Tags must already exist on contacts to be searchable. Tags are not auto-removed after a completed campaign.
Contacts from your CRM	If you have an active CRM integration, select a contact list directly from your CRM.
Parallel Calling (add-on)	When turned on, the dialer calls multiple contacts simultaneously and connects the agent to the first one who answers. Set the number of parallel calls and a default voicemail message.
Attempts per Contact	Number of times a missed contact will be re-added to the campaign calling list.
Hours between attempts	Minimum time in hours before the dialer retries an unanswered contact.
Answer wait time (in seconds)	Maximum number of seconds the system will wait for a contact to answer before ending the attempt.
Automatically dial next contact after a call ends	Off by default. When turned on, the next contact is dialled automatically after a call ends. Set the After call time (in seconds) to give agents a buffer between calls for wrap-up.
Calls recording	Off by default. When turned on, all calls in the campaign are recorded automatically. Recordings can be reviewed in the call history logs.
Outbound Caller ID	Controls which number is shown to contacts when they receive the call. Options: Automatic uses the same default number every time, typically the first available number matching the contact’s country prefix. Random (Smart Rotation) uses each assigned number only once per contact before repeating, cycling through all available numbers that match the destination country’s prefix. Once all matching numbers have been used, the rotation resets and a number is selected at random. If no country match is available, a number is selected at random from all assigned numbers. Use outbound caller ID assigned to agent uses whichever number is set as the default for each individual agent. You can also select a specific number from your account directly.
Assign Call Script (visible with Power Dialer* add-on)*	Attach a script for agents to follow during calls. See Call scripts for instructions on creating one.
Assign Survey (visible with Power Dialer* add-on*)	Attach a survey for agents to fill in during calls. See Surveys for instructions on creating one.
Assigned Groups	Select one or more agent groups to participate in this campaign. All agents in the group will have access. ⚠️ You must assign at least one group or user for the campaign to run. Note: Agents who gain access through a group will not appear in the Assigned Users list. The list only shows agents added directly. Both group-based and directly assigned agents have full campaign access.
Assigned Users	If no groups are selected, assign one or more individual agents to the campaign.
Give agents queue controls (visible with AI Sales Dialer add-on)	Off by default. When turned on, agents can modify their personal dialing queue during a session: Skip contacts - agent can skip a contact and move to the next one. Reorder contacts - agent can change the order of contacts in their queue. Remove contacts - agent can remove a contact from their queue entirely. For more details, see Managing Contacts in the Queue.

Disposition Setting

⚠️ Important: Disposition mapping currently works only with the CloudTalk Dialer. If you are using the Power Dialer, integration mappings like custom activity types or call outcome exports are not supported at this time.

A vital part of every campaign call is the agent’s selection of a disposition. Dispositions represent the call’s outcome and are mandatory for every call dialed through the CT Dialer.

Personalizing Disposition Buttons

Within the Disposition Settings tab of your campaign configuration, you can personalize the outcome buttons available to your agents after each call. These buttons allow your team to quickly and efficiently record the call’s result. For every button, you can:

Define a Name.
Assign a Type, which dictates follow-up actions within the campaign logic.
Select a Color for visual distinction.
Add a Description for agent guidance.

The Type of each button is crucial, as it determines how the system processes the call outcome and defines subsequent campaign actions.

System dispositions

System dispositions are predefined by CloudTalk and automatically applied based on SIP response codes and metadata (e.g., call status, voicemail detection). These cannot be changed or deleted, but you can customize their display and map them for CRM exports.

Title	Type	Description	Hidden in Reports
Voicemail – Message Left	Failed, Call Later	Voicemail detected & pre-set recording played (dropped)	No
Voicemail – No Message Left	Failed, Call Later	Voicemail detected & no pre-set message sent	No
User Cancel	Failed, Call Later	Agent manually ended the call	No
Number Not in Service	Failed, No Retry	Invalid or disconnected number	No
Line Busy	Failed, Call Later	Busy tone detected	No
Ring Out	Failed, Call Later	Call rang full duration with no answer	No
Call Blocked	Failed, No Retry	Carrier blocked the call	-

Integration Mapping

For each disposition, you can set up Integration Mapping to connect call outcomes directly with your CRM system. This streamlines workflows by ensuring call results are accurately reflected in customer records and facilitates better follow-up actions. To configure this connection, select the respective external value from the dropdown in the Integration Mapping section for each disposition. CRM Mapping is available for HubSpot, Salesforce, Pipedrive, and Zoho CRM.

Accessing Campaign Statistics

The Campaign Statistics section is your go-to place for insights into how your campaigns are performing. We’ve organized the data to give you a clear picture of your progress and results. To review a campaign’s statistics, simply find the campaign in your list and click the statistics icon in the actions section on the right.

The Statistics tab for your campaign will then be displayed. Right at the top, General Metrics provide an overview, including things like your conversion rates, how many calls were dropped, and the total number of contacts in your audience.

Next, dive into Sales Stats to see the breakdown of sales-related outcomes. These are calculated based on the disposition types you’ve set:

Sale and Interested: reflects calls marked with a “Successful, Positive Outcome” disposition type.
Not interested: reflects calls marked with a “Successful, Negative Outcome” disposition type.
Do not call: reflects calls marked with a “Failed, No Retry” disposition type.

💡 Calls marked with dispositions of types “Reschedule” or “Failed, Call Later” aren’t factored into these sales statistics. That’s because their final outcome isn’t clear yet when the disposition is chosen.

Beyond sales, Call Stats give you overall call performance metrics, and the Durations section offers insights into how long your campaign calls are lasting.

Finally, the Call History Logs provide a detailed list of every call made through the campaign. Here, supervisors and administrators can easily review call data, listen to recordings, and even request the full call log history sent to their email in a CSV format for more in-depth analysis.

This Call History export is different from the campaign Statistics tab: the Statistics tab only shows aggregate totals (for example, how many calls got a positive vs. negative outcome), while the Call History CSV/XLSX export includes an Outcome column with the exact disposition selected by the agent for every individual call. Use the Call History export whenever you need per-call or per-contact disposition data rather than totals.

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Setting up Campaigns (Legacy Dialer)

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