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Configure XactDialer

XactDialer (the qxact_admin and qxact_reports modules) is Sangoma's predictive/auto-dialer for outbound campaigns — sales call lists, appointment reminders, debt collection. Loads a CSV of numbers, dials at a configured rate, drops calls into a queue when answered.

Compliance

Predictive dialing is heavily regulated (TCPA, Do-Not-Call lists, state-level laws). Confirm compliance for your jurisdiction before launching campaigns.

Commercial

XactDialer is a paid commercial module. Confirm at System Admin → Activation.

Before You Start

  • XactDialer installed and licensed.
  • Outbound trunk(s) capable of high call volume.
  • A queue + agents to handle answered calls.
  • A CSV of numbers (with appropriate consent / DNC scrubbing).
  • A System Recording for any pre-recorded message (if leaving voicemails).

Steps

Set up a campaign

  1. Go to System Admin → XactDialer Admin (or the campaign management page).
  2. Click + New Campaign.
  3. Configure:
    • Name — e.g. Q4 Sales Outreach.
    • Number List — upload CSV (one number per row, optionally with caller name).
    • Outbound Route — which route to use.
    • Caller ID — the CID to present.
    • Strategy:
      • Predictive — dials more numbers than agents to maintain agent utilization.
      • Power — N concurrent calls per agent.
      • Preview — agent sees the contact, clicks Dial.
      • Voice Broadcast — plays a pre-recorded message; no agents.
    • Pacing Ratio — for Predictive, e.g. 1.5 (dial 1.5x agent count).
    • Queue — answered calls drop into this queue.
    • Agents — assigned to the campaign queue.
    • Schedule — start/end times, days, blackout windows.
    • DNC List — uploaded DNC numbers; campaign skips these.
  4. Submit.

Run the campaign

  1. From the campaign list, click Start.
  2. XactDialer begins dialing.
  3. Live monitoring shows: dialed, answered, abandoned, agent utilization.

XactDialer Reports

  1. Go to Reports → XactDialer Reports.
  2. View per-campaign stats: contacts dialed, completion rate, avg talk time, agent productivity.

Verify

  • Watch the live monitor while a campaign runs.
  • Spot-check CDR for outbound calls with the campaign's CID.
  • Confirm answers reach the queue and ring the agents.

Common Issues

  • Carrier blocks campaign. High-volume outbound triggers fraud detection. Pre-coordinate with the carrier; use a dedicated trunk if you do this regularly.
  • Pacing too aggressive. Many calls answered with no agent free → callers hear MoH then hang up (abandoned). Lower pacing ratio.
  • Pacing too conservative. Agents idle. Raise pacing.
  • DNC scrubbing missed. Numbers in the DNC list still get dialed. Verify DNC list format and re-upload.
  • Compliance violation. Heavy fines. Always check TCPA, do-not-call, and any state laws — and document consent for each number on your list.