Campaign general settings

The General tab is on every campaign regardless of type. It holds the campaign’s identity, who works it, and what happens to a caller who’s waiting.

Basics

Name — what agents see in their campaign picker. Make it something an agent can recognise at a glance.

Type — Outbound, Inbound, or Blended. Changing it changes which other tabs exist. See Campaigns for what each type does.

Assigned agents

Tick the agents who may work this campaign. An unticked agent won’t see it in their picker.

Ticking stages the change — it isn’t saved until you press Save changes.

Assignment controls what an agent can see and join. An agent can only pick a campaign they’re assigned to; admins see every campaign regardless.

While callers wait

This card governs inbound callers, callbacks and answered outbound calls waiting in the campaign queue. With answering machine detection on, detected machines never enter the queue; human and uncertain results follow these same settings.

Max queue time (minutes)

The longest a caller waits for an agent before the campaign gives up on them. Maximum 60 minutes.

Set it to 0 and nobody waits at all — the action below runs the moment the caller arrives. That’s a deliberate configuration, not a broken one: it’s how you make a campaign that never holds anyone, sending every unanswerable call straight to voicemail or a transfer.

When the wait runs out

What happens to a caller who reaches Max queue time without getting an agent.

Action	What the caller gets
Hang up (missed)	The call ends. It’s recorded as missed.
Transfer to a number	Forwarded to a number you specify
Voicemail	Your greeting plays, then they can leave a message
Play message, then hang up	A message plays, then the call ends

Transfer to a number, Voicemail and Play message, then hang up each reveal an extra field for the destination number, the greeting, or the message.

Hold music

What callers hear while they’re waiting. The default is a licensed loop that’s cleared for this use — leave it alone unless you have your own audio and the rights to play it. Your own files come from the Media Library.