Choose the line a campaign dials on
Only calling channels with outgoing enabled — and the line you pick decides your hours, your concurrency and, more than anything, your answer rate.
Choosing the line looks like an administrative step and is actually the decision with the largest effect on your results — because the number you dial from is one of the strongest predictors of whether anybody answers.
It also silently decides two other things: your calling hours and your concurrency, both of which the campaign inherits from the channel and neither of which it can widen.
Before you start
- A calling channel with outgoing enabled.
- The concurrency your carrier permits, confirmed rather than assumed.
Steps
Open the campaign and pick the line
The list shows only calling channels with outgoing enabled. Chat channels and inbound-only SIP gateways are correctly absent, because you cannot dial out on them.
Choose a number your audience will recognise
A local number in the region you are calling substantially outperforms a foreign one. This is not a small effect — for many markets it is the difference between a viable campaign and a dead one.
Check the line's calling hours
The campaign inherits them and can only narrow. A line restricted to 10–6 will not dial at 9, whatever the campaign says.
Check the allowed calls count
Concurrency belongs to the line. If a campaign dials slowly, this is the first place to look — before the campaign, before the audience, before anything.
Remember what else shares the line
Inbound calls, other campaigns and manual dialling all draw on the same concurrency. A busy inbound morning genuinely does slow your outbound campaign, and that is not a fault.
Use a separate channel if you need separate capacity
There is no per-campaign concurrency. If two campaigns must not compete, they need two lines.
Check it worked
Run twenty dials and check the connect rate on the Campaigns screen. If it is far below what you expected, try the same list from a different number before changing anything else — that single test isolates the largest variable.
The parts people get wrong
- A campaign never defines a line of its own. If you need different hours or different concurrency, that means a different channel.
- Numbers marked as spam by carriers get answered far less. If a line's connect rate degrades over time, that is worth investigating with your carrier.