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Preview Campaign Execution (Step-by-Step Guide)

1. Introduction​

A Preview Campaign is used when calls must be handled carefully.
In this method, the system always connects the call to the agent first before calling the customer.

This ensures:

  • The agent is ready
  • The agent knows what to say
  • The customer experience is better

2. What Happens in a Preview Campaign?​

In simple terms:

System calls Agent → Agent answers → System calls Customer → Both are connected

3. Step-by-Step Execution Flow​

Step 1: Campaign is Created​

  • Campaign is created with Preview Dialer selected
  • This setting is saved in the system
  • Campaign summary will show Preview Dialer before starting

Step 2: Campaign is Started​

  • User clicks Start Campaign
  • System begins processing leads

Step 3: System Finds an Available Agent​

  • System checks agent status

If Agent is Available:​

  • System proceeds to next step

If Agent is Not Available:​

  • System waits
  • No calls are made until agent becomes available

Step 4: System Calls the Agent​

  • System automatically calls the assigned agent
  • Agent must answer the call

Step 5: Agent Answers​

If Agent Answers:​

  • System proceeds to call the customer

If Agent Does Not Answer:​

  • Call is skipped or retried based on retry settings

Step 6: System Calls the Customer​

  • After agent answers, system dials the customer

Step 7: Customer Answers​

If Customer Answers:​

  • Call is connected between agent and customer
  • Conversation starts

If Customer Does Not Answer:​

  • Call ends
  • System will retry later (based on retry configuration)

Step 8: Move to Next Lead​

  • After call ends:
    • System checks agent availability again
    • Next lead is processed

4. Agent Behavior (Very Important)​

  • Agent must be in Available status to receive calls

  • If agent is:

    • Busy
    • On another call
    • In break / restricted status

    System will:

    • Wait
    • Not assign new calls

5. Call Handling Application​

Before starting the campaign, a call application must be selected.

Examples:​

  • Softphone
  • Integrated Dialer

Behavior:​

  • All calls in the campaign will use the selected application

6. How System Controls Calls (Simple Explanation)​

  • System gives only one call at a time to an agent
  • System checks if agent is ready before every call
  • System does NOT overload the agent

This ensures:

  • No missed calls
  • Smooth execution
  • Better performance

7. Simple Real-Life Example​

preview ex 1

8. Key Points to Remember​

  • Agent always receives the call first
  • Customer is called only after agent answers
  • Calls happen only when agent is ready
  • System controls call flow automatically
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