Shared Dial Rank: prioritizing campaigns for shared agents

When you run several campaigns that all share the same group of agents, you eventually hit the over-dialing problem: each campaign can place calls for the same agent at the same time. The SHARED dial methods exist to fix that, and Shared Dial Rank is the dial that tells those campaigns who goes first. If one of your shared campaigns is hungrier for results than the others, this is the setting that lets it eat first.

What the SHARED methods do differently

A SHARED dial method, such as SHARED_RATIO or SHARED_ADAPT_AVERAGE, runs a round-robin across all the shared campaigns. If a single agent is logged in and dialing is happening across three campaigns, those three campaigns take turns dialing for that one agent rather than all three firing at once. The number of calls is worked out from how many agents can take calls from each campaign and how many campaigns each agent serves. That coordination is what keeps agents busy without burying them in answered calls they cannot pick up. It is the cleanest answer to the over-dialing problem that plain shared dialing brings, and it holds up even in the hardest case of a single agent serving several campaigns at once.

Where Shared Dial Rank fits

Round-robin alone treats every campaign equally. Shared Dial Rank lets you weight that. For any Campaign set to a SHARED dial method, the rank sets its dialing priority against all the other SHARED campaigns in the system. The smaller the number, the sooner a call is placed for that campaign. The default is 99, so if you leave every campaign at the default they all sit at the same priority and the round-robin stays even.

To bump a campaign up, lower its number. If your English appointments campaign should win calls before your French one, give it a rank of 10 and leave the French one at 99. The dialer will lean toward the lower-ranked campaign whenever it has to choose where the next call goes. There is no need to space the numbers evenly; only their order relative to each other matters, so a campaign at 10 outranks one at 50 by the same margin that a 1 would.

Don't confuse it with Queue Priority

These two settings sound similar but do different jobs. Shared Dial Rank decides which shared Campaign places an outbound call first. Queue priority decides which waiting call reaches an agent first once calls are already connected and queued. One is about dialing order, the other about delivery order. You can set both, and on a busy shared setup you usually will.

Tuning it without spiking drops

Shared Dial Rank changes which campaign dials first, not how aggressively the system dials overall. Pacing is still governed by your dial method, Dial level, and Available-only tally. If you push too many calls per agent you will see drops regardless of rank, so keep the Drop rate in view as you tune. Our walkthrough onlowering your VICIdial drop rate covers the pacing side, and the dialing strategies guide ties it all together. If you would rather not babysit shared campaigns, you can get a managed dialer live in under a minute.