Shared-Agent Campaign Dialing explained

Shared-agent campaign dialing is for when one group of agents needs to auto-dial across more than one campaign at the same time. It is possible to configure, and there are good reasons to want it, but it tends to push your total dropped-call rate higher than running fully separate campaigns would. Before you build it, it is worth knowing the simpler path that solves the same goal for most teams.

Try list overrides first

Most teams that ask for multiple campaigns actually want different behavior per list, not per campaign. On the list modification screen you can override a long list of campaign settings for calls placed from that specific list. That includes:

• Agent script and inbound script
• Campaign caller ID and answering machine message
• Web forms, transfer numbers, and the default transfer group

So if you have several services to run against different lead sets, define one per list and let the same agents call all of them inside a single Campaign. Each list gets its own call path and Agent script, but you keep one Drop rate and one set of pacing decisions to manage. That is far less to babysit than juggling three separate campaigns, and it is the reason we steer most teams here first.

When you genuinely need separate campaigns

The override approach breaks down when the difference is about the agents themselves, like spoken language. If some agents speak English, some Spanish, and some both, a single campaign cannot route the right calls to the right people. The classic setup is three campaigns: one outbound campaign per language plus an all-agents campaign that the team logs into. The two outbound campaigns each point their drops at a dedicated Ingroup, and the all-agents campaign lists both of those groups as allowed. Agents log into the all-agents campaign and pick the language groups they can serve, so a bilingual agent can take both.

How agents get counted across campaigns

The trick is that each outbound campaign sets Drop Call Seconds to -1 and Drop Action to IN_GROUP. With that combination, the dialer looks for active agents logged into other campaigns who have selected this campaign's drop group, and counts them as agents for pacing purposes. When a customer answers, the call is dropped straight to the in-group rather than searching the outbound campaign for an agent. Setting No Delay Call Route on the in-group then hands the call to a free agent as fast as possible.

The over-dialing risk

Because an agent who has selected several drop groups looks like several agents to the dialer, each campaign can place calls for them at once. That over-dialing is what raises your drop rate. The first thing to enable is Available Only Tally so calls are not placed for agents already on the phone. Beyond that, the newer SHARED dial methods are the cleaner fix. Pacing problems are usually fixable, and our notes on lowering your VICIdial drop rate apply here too. For the full picture of how pacing fits together, see our dialing strategies guide, and if you would rather skip the tuning, you can spin up a managed dialer in under a minute.