Wizard Step 2: Telephony

Telephony decides two things that make or break campaign performance: deliverability (do people pick up?) and capacity (how many calls can run safely at once?).

At a glance

• You must select a Primary From Phone Number.
• You can add more numbers to create a Number Pool.
• The pool uses performance-weighted rotation and keeps contacts sticky to the first successful number.
• Pool capacity determines the maximum safe parallelism.

Before you start

1. Have at least one active phone number available.
2. For pilots, aim for 2–3 numbers (so you can compare pickup rate and contain risk).
3. Know your audience geography (country match helps, but only if you have the right coverage).

Field-by-field (what it means + impact)

Primary From Phone Number (required)

Recommended Choose a healthy number that matches your audience region.

What it does:

• It becomes the primary identity for the campaign.
• When selected, it is automatically added to the Number Pool.

Number Pool

Recommended Use a pool when you want to scale volume or protect deliverability.

What it does:

• For each call attempt, the campaign picks one active number from the pool.
• You can mix providers (each number routes through its own provider/connection).

How the pool picks numbers (important)

1. Pick per attempt: every call attempt selects one number from the pool.
2. First attempt = weighted random (not round-robin): early calls distribute roughly evenly, so two contacts can land on the same number — that’s expected.
3. Sticky contacts: once a contact is reached, that number sticks for that contact’s retries.
4. Performance-weighted rotation: numbers that answer better naturally get dialed more.
5. Spam/compliance skips: spam-flagged numbers are skipped automatically.
6. Capacity-aware dispatch: parallel calls are limited by available capacity across connections.

Prefer country-matched numbers for each contact

Recommended Keep this ON when you have multi-country audiences and multiple country numbers.

What it does:

1. Prefer numbers that match the contact’s phone country.
2. If none match, fall back to a nearby timezone match.
3. If still none match, fall back to the full pool.

When to turn it OFF:

• You only have numbers in one country.
• You are intentionally dialing cross-country (rare; confirm compliance).

Pool capacity breakdown

This is your “speedometer”:

• Pool ceiling: the max concurrent calls the pool can run right now.
• Per-connection availability: how many concurrent calls remain on each provider/connection.
• Tenant cap: if your tenant limit is lower than raw pool capacity, it becomes the real ceiling.

Steps (fast setup)

1. Select Primary From Phone Number.
2. Add 1–2 more numbers to the Number Pool (pilot).
3. Leave Prefer country-matched ON unless you have a strong reason.
4. Confirm the Pool capacity ceiling is reasonable for your pilot.
5. Keep Call Recording enabled for QA and coaching.

Validation rules (what blocks Next)

You can’t proceed unless the Number Pool has at least 1 number. Selecting a Primary From Number automatically adds it to the pool, so most users satisfy this by picking the primary number.

Common mistakes (and quick fixes)

1. Answer rate drops suddenly. Fix: remove the worst-performing number from the pool; reduce concurrency; narrow calling hours.
2. Multiple numbers degrade together. Fix: reduce volume; audit audience quality; check provider-level issues.
3. Campaign “stalls” even with a big pool. Fix: check Pool capacity and then review Schedule pacing (Step 4).

Final checklist

• Primary number selected and included in pool.
• Pool has 2–3 numbers for a pilot (recommended).
• Country match decision is intentional.
• Pool capacity ceiling understood (not guessed).
• Recording enabled for QA.

Additional resources

• Assigning phone numbers to a campaign
• Number rotation (why it matters)
• Spam-flagged numbers playbook