Inbound Queue No Dial: pausing outbound when the queue fills

Blended dialing is great until inbound traffic spikes. Suddenly real customers are stacking up in the queue while the dialer keeps cheerfully placing outbound calls, and your agents are stuck on outbound contacts they cannot drop. Inbound Queue No Dial is the safety valve for exactly that moment. When inbound callers are waiting, it tells the campaign to stop dialing out until the queue clears.

What ENABLED does

Set this to ENABLED and the campaign stops outbound auto-dialing whenever there are any inbound calls waiting in queue that belong to the campaign's allowed inbound groups. The moment the queue has a waiting caller, the dialer holds back. As soon as the queue empties, outbound dialing resumes on its own. It is automatic, so you are not flipping switches during a rush.

This only watches the Ingroup set that the Campaign is allowed to take calls from, so make sure your allowed in-groups are configured correctly or the feature has nothing to watch. It is a natural companion to a Blended dialing campaign, where the same agents are split between inbound and outbound.

The ALL_SERVERS option

If your calls can come in across more than one server, plain ENABLED only sees the local box. Setting the option to ALL_SERVERS changes the math so inbound calls anywhere in your cluster count as active calls on this server. That cuts down on placing unnecessary outbound calls when the queue is actually busy on a different machine. If you run a single box, ENABLED is all you need.

Covering chat too

If your agents also handle inbound customer chats, choose an option that includes CHAT. Then no outbound auto-dialing happens while an inbound chat is waiting, the same way it pauses for a waiting phone call. This keeps a chat customer from being ignored just because your phone queue happened to be empty at that second. The default for the whole setting is DISABLED, so nothing pauses out of the box.

A close cousin: Inbound No-Agents No-Dial

There is a related setting worth knowing. Inbound No-Agents No-Dial uses a settings container that lists your in-groups, and if fewer agents are ready to take inbound calls than your threshold, the campaign stops dialing out. Where Inbound Queue No Dial reacts to waiting callers, this one reacts to thin agent coverage. Together they make sure outbound never steamrolls your inbound side: one watches the queue, the other watches the bench. On a phone line that has to stay answerable, it is reasonable to turn on both.

Where it fits in your strategy

Inbound Queue No Dial is a protective brake, not a pacing tool. It will not fix a campaign that dials too hard the rest of the time, and it will not save a high Drop rate on its own. Pair it with a sensible Dial level using our guide onlowering your VICIdial drop rate, and see the dialing strategies guide for how all the blended settings connect. If you would rather have sensible defaults set up for you, you can get a managed dialer running in under a minute.