Understanding Predictive Dialer Mode

The Predictive Dialer mode in SIP Caller is designed to optimize the balance between agent productivity and customer experience. This mode intelligently places calls based on agent availability and campaign performance data, ensuring that when a customer answers, there is a high probability an agent is ready to speak.

How It Works

In Predictive Dialer mode, SIP Caller continuously learns from the campaign’s past call outcomes to estimate the transfer rate — how many calls typically result in a live answer. Using this information, it calculates how many calls to place in each dialing cycle to keep agents as busy as possible without leaving customers waiting.

The Calling Intensity Level parameter lets you fine-tune this balance, prioritizing either agent efficiency or caller experience. Learn more in the Calling Intensity Level section.

🎯 Predictive Dialer = Smart call pacing that matches connected calls with available agents.

Key Benefits

• 🤖 Intelligent dialing: Learns and adapts as the campaign progresses.
• 👂 Better customer experience: Aims to ensure that someone is ready to talk when the call connects.
• 👥 Agent-focused efficiency: Keeps agents productive while avoiding idle time.

System Requirements

To use Predictive Dialer mode, you must install the SIP Caller Proxy on your PBX. This integration is required to receive real time information from the PBX about the status of the queues that will receive calls for a campaign.

We currently support:

✅ 3CX Phone System
✅ Asterisk-based systems, including:

• Asterisk
• FreePBX
• Yeastar

🔧 Need help with installation? Visit the Phone System Configuration Guide for step-by-step instructions.

Technical Architecture

The SIP Caller Proxy handles:

• Checking which queues have an active campaign running, and require real time status
• Monitoring agent status (logged in, busy, available)
• Passing campaign-specific data (e.g., customer name or order ID) to the agent’s interface

Dialing Modes Comparison

Feature / Behavior	Progressive Dialer	Predictive Dialer	Power Dialer
Who is called first	Agent	Customer	Customer
Requires live agents	✅ Yes	✅ Yes	❌ No
Call pacing logic	✅ On agent availability	✅ Intelligent pacing	⚡ Maximum speed, limited by plan and PBX extension
Risk of customer wait time	❌ None	⚠️ Possible (if over-dialed)	⛔ High (not recommended when agents are involved)
Proxy installation required	✅ Yes (3CX / Asterisk systems)	✅ Yes (3CX / Asterisk systems)	❌ No
Ideal for	Sensitive or high-touch campaigns	High-volume, live-agent campaigns	Mass notifications, TTS, surveys

When to Use Predictive Dialer

Use Predictive Dialer mode when your campaign involves:

• Live agents interacting with customers
• Sales calls that benefit from real-time conversation
• Appointment reminders where customer questions may arise
• Collections or follow-up calls requiring human interaction

If you're running automated campaigns without agents, consider using the Power Dialer Mode instead. When the customer experience is your top priority, even at the cost of reducing agent's performance, consider using the Progressive Dialer Mode.

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Need help setting up Predictive Dialer campaigns or installing the SIP Caller Proxy? Contact Support or visit the Campaign Setup Guide to learn more.