Outbound dialing modes: preview and progressive and predictive

See also

Sources

1. 1
   Amazon Connect campaigns implement answering machine detection with the Check call progress flow block, an ML model that branches for human answer, machine with or without beep, not detected, and error.

   Best practices for Connect Customer outbound campaigns · Best practices for answering machine detection · Checked 2026-10-02
2. 2
   AWS states that use of answering machine detection might not comply with telemarketing laws and that the customer is responsible for implementing AMD compliantly.

   Best practices for Connect Customer outbound campaigns · The pros, cons, and best uses of Answering Machine Detection, opening paragraph · Checked 2026-10-02
3. 3
   AWS documents that AMD misclassifies in both directions: a short 'Hello' voicemail greeting can be detected as a live person, and a long live greeting can be detected as voicemail.

   Best practices for Connect Customer outbound campaigns · Best practices for answering machine detection, accuracy limitations list · Checked 2026-10-02
4. 4
   Amazon Connect predictive, progressive and preview configs each require a bandwidthAllocation value between 0 and 2.

   PredictiveConfig - Amazon Connect API Reference (outbound campaigns v2) · bandwidthAllocation member · Checked 2026-10-02
5. 5
   The Amazon Connect outbound campaigns v2 API TelephonyOutboundMode is a union of exactly one of agentless, predictive, preview or progressive configuration.

   TelephonyOutboundMode - Amazon Connect API Reference (outbound campaigns v2) · Contents, union members · Checked 2026-10-02
6. 6
   For Amazon Connect campaigns, AWS advises playing a message via Loop prompts in the customer queue flow if agents do not answer within 2 seconds of the call reaching the queue, to minimize silent calls.

   Best practices for Connect Customer outbound campaigns · Connection latency best practices > Whisper and queue flow best practices · Checked 2026-10-02
7. 7
   Amazon Connect abandonment pacing counts a contact as abandoned when it is not connected within connectionThresholdSeconds (minimum 1) of a chosen start point: CONNECTED_TO_SYSTEM, GREETING_START or GREETING_END.

   AbandonmentRatePacingConfig - Amazon Connect API Reference (outbound campaigns v2) · connectionStartPoint and connectionThresholdSeconds members · Checked 2026-10-02
8. 8
   Amazon Connect predictive campaigns can use an abandonment-rate pacing strategy whose targetRate (0.0 to 1.0) the dialer paces to stay at or below.

   AbandonmentRatePacingConfig - Amazon Connect API Reference (outbound campaigns v2) · Description and targetRate member · Checked 2026-10-02
9. 9
   The Amazon Connect abandonment-rate pacing evaluationWindow is a rolling window expressed in whole hours from PT1H to PT24H.

   AbandonmentRatePacingConfig - Amazon Connect API Reference (outbound campaigns v2) · evaluationWindow member, Pattern · Checked 2026-10-02
10. 10
    Amazon Connect preview mode requires a countdown timeoutConfig and optionally allows the agent action DISCARD.

    PreviewConfig - Amazon Connect API Reference (outbound campaigns v2) · timeoutConfig and agentActions members · Checked 2026-10-02
11. 11
    Amazon Connect warns that multiple progressive campaigns targeting the same agents can each dial for those agents; keeping summed bandwidth allocation at or below 100% reduces but does not eliminate this, and a 1:1 guarantee needs an exclusive routing profile per campaign queue.

    Best practices for Connect Customer outbound campaigns · Choose the right mode for voice communication > Progressive (Agent assisted voice) · Checked 2026-10-02
12. 12
    Because the Amazon Connect pacing window tops out at 24 hours, it cannot itself express the US 30-day measurement; GREETING_END with a 2-second threshold is the closest mapping to the FCC two-second rule, and 30-day compliance records must be produced separately.inferred

    AbandonmentRatePacingConfig - Amazon Connect API Reference (outbound campaigns v2) · evaluationWindow and connectionStartPoint members, read against 47 CFR 64.1200(a)(7) · Checked 2026-10-02
13. 13
    Under the FCC rule a call is abandoned if it is not connected to a live sales representative within two seconds of the called person's completed greeting.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(a)(7) introductory text, second sentence · Checked 2026-10-02
14. 14
    Under the FCC TCPA rules a telemarketer may not abandon more than three percent of telemarketing calls answered live by a person, measured over a 30-day period for a single calling campaign.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(a)(7) introductory text · Checked 2026-10-02
15. 15
    When no live sales representative is available within two seconds, the FCC rule requires a prerecorded identification and opt-out message naming the business on whose behalf the call was placed, plus an automated voice or key-press opt-out mechanism for do-not-call requests.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(a)(7)(i)(A) and (a)(7)(i)(B) · Checked 2026-10-02
16. 16
    The seller or telemarketer must maintain records establishing compliance with the FCC call-abandonment requirements.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(a)(7)(iii) · Checked 2026-10-02
17. 17
    If a single calling campaign runs longer than 30 days, the FCC abandonment rate is calculated separately for each successive 30-day period or portion thereof.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(a)(7)(i), closing sentence · Checked 2026-10-02
18. 18
    The FCC rule prohibits telemarketing calls to residential lines using an artificial or prerecorded voice without the called party's prior express written consent.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(a)(3), first sentence · Checked 2026-10-02
19. 19
    A telemarketing call that delivers an artificial or prerecorded voice message to a line whose subscriber gave prior express written consent is not an abandoned call under the FCC rule if the message begins within two seconds of the completed greeting.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(a)(7)(ii) · Checked 2026-10-02
20. 20
    The FCC rule prohibits disconnecting an unanswered telemarketing call before at least 15 seconds or four rings.

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(a)(6) · Checked 2026-10-02
21. 21
    Five9 requires that when a predictive campaign call reaches the maximum queue time a recorded prompt is played giving the company name and callback number.

    Predictive Dialing Mode · Setting Action on Max Queue Time Expiration · Checked 2026-10-02
22. 22
    The Five9 predictive dialer sets its pace from predicted agent availability using historical and short-term statistics such as handle and ring times, answer percentage and dropped-call percentage over the last 30 days.

    Predictive Dialing Mode · Controlling the Dialing Pace · Checked 2026-10-02
23. 23
    Five9 states predictive dialing mode should never be used with fewer than 15 agents consistently active in the campaign.

    Predictive Dialing Mode · Predictive Dialing Mode, introduction · Checked 2026-10-02
24. 24
    Under the FTC Telemarketing Sales Rule an outbound call is abandoned if a person answers and the telemarketer does not connect the call to a sales representative within two seconds of the person's completed greeting.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule) · 16 CFR 310.4(b)(1)(iv) · Checked 2026-10-02
25. 25
    The FTC TSR abandonment safe harbor requires technology that abandons no more than three percent of calls answered by a person, measured over a campaign if under 30 days or separately over each successive 30-day period.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule) · 16 CFR 310.4(b)(4)(i) · Checked 2026-10-02
26. 26
    The FTC TSR safe harbor requires promptly playing a recorded message stating the seller's name and telephone number whenever a sales representative is not available within two seconds of the completed greeting.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule) · 16 CFR 310.4(b)(4)(iii) · Checked 2026-10-02
27. 27
    The FTC TSR safe harbor requires letting an unanswered call ring for at least 15 seconds or four rings before disconnecting.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule) · 16 CFR 310.4(b)(4)(ii) · Checked 2026-10-02
28. 28
    The Compliance Abandon Rate on a Genesys Cloud predictive campaign is the maximum percentage of abandoned calls allowed, entered to tenths of a percent, with a default value of 5.0.

    Create a predictive dialing campaign · Procedure step 15, Compliance Abandon Rate · Checked 2026-10-02
29. 29
    Genesys Cloud's organization Compliance Abandon Threshold, the time an agent has to answer a call transferred to a queue before it counts as a compliance abandon, defaults to two seconds.

    Outbound settings · Compliance Abandon Threshold setting · Checked 2026-10-02
30. 30
    Genesys Cloud agentless dialing uses no agents or script and responds to live contacts or answering machines according to the campaign's call analysis response set.

    Dialing modes - Genesys Cloud Resource Center · Agentless section · Checked 2026-10-02
31. 31
    Genesys predictive-dialing best practice advises disabling answering machine detection and turning on agent auto-answer to reduce call delivery delay.

    Predictive dialing best practices - Genesys Cloud Resource Center · Call delivery bullet · Checked 2026-10-02
32. 32
    Genesys notes that agents logged into two predictive campaigns are split between them, so 20 agents shared by two campaigns give each roughly 10 concurrent agents, below the recommended minimum.

    Predictive dialing best practices - Genesys Cloud Resource Center · Shared agent pools bullet · Checked 2026-10-02
33. 33
    A Genesys Cloud predictive campaign left at the 5.0 default Compliance Abandon Rate targets a rate above the three percent US FCC and FTC ceiling, so US telemarketing campaigns need the value lowered.inferred

    Create a predictive dialing campaign · Procedure step 15, read against 47 CFR 64.1200(a)(7) · Checked 2026-10-02
34. 34
    Genesys Cloud documents an external calling mode in which agents use a third-party desktop dialer for TCPA reasons, with the drawback of lacking call-detail tracking and recording.

    Dialing modes - Genesys Cloud Resource Center · External calling section · Checked 2026-10-02
35. 35
    Genesys Cloud's Max Calls Per Agent outbound setting caps simultaneous campaign calls per agent at a value from 1.0 up to a default maximum of 15.0.

    Outbound settings · Max Calls Per Agent setting · Checked 2026-10-02
36. 36
    Genesys recommends at least 10 to 15 agents in a campaign that uses power dialing.

    Dialing modes - Genesys Cloud Resource Center · Power section · Checked 2026-10-02
37. 37
    Genesys Cloud power dialing dials multiple phone numbers for every idle agent and slows down once it reaches the configured call abandonment threshold.

    Dialing modes - Genesys Cloud Resource Center · Power section · Checked 2026-10-02
38. 38
    Genesys Cloud predictive dialing uses a stage-based algorithm incorporating average handle time, after-call time, idle time and historical contact rate, and can launch a call before the agent is available.

    Dialing modes - Genesys Cloud Resource Center · Predictive section · Checked 2026-10-02
39. 39
    Genesys recommends at least 15 agents in a predictive campaign because a smaller agent set makes availability calculations inaccurate.

    Dialing modes - Genesys Cloud Resource Center · Predictive section; also Predictive dialing best practices, agent count bullet · Checked 2026-10-02
40. 40
    In Genesys Cloud preview dialing the agent hears all pre-connect audio and determines whether the call reached the contact, and an optional countdown preview timer can be configured.

    Dialing modes - Genesys Cloud Resource Center · Preview section · Checked 2026-10-02
41. 41
    Genesys documents preview dialing as eliminating call abandonment, at the risk of excessive agent idle time if the preview timer is disabled.

    Dialing modes - Genesys Cloud Resource Center · Preview section, advantages and disadvantages · Checked 2026-10-02
42. 42
    Genesys states that the risk of call abandonment is lower with progressive dialing but not eliminated entirely.

    Dialing modes - Genesys Cloud Resource Center · Progressive section · Checked 2026-10-02
43. 43
    Genesys Cloud progressive dialing dials one contact for each available agent, waits for agents to become available, and the system performs call analysis before matching each call to an agent.

    Dialing modes - Genesys Cloud Resource Center · Progressive section · Checked 2026-10-02
44. 44
    NICE CXone Personal Connection skills expose three abandon controls: Abandon Rate Threshold (maximum allowed), Begin Dampen Percentage (point at which throttling starts) and Abandon Rate Cutoff (point at which dialing drops to 1:1).

    Set Up Agent Proactive Voice Dialing - CXone Help Center · Configure General PC ACD Skill Settings · Checked 2026-10-02
45. 45
    NICE CXone Personal Connection Proactive Voice offers predictive (multiple contacts per agent), progressive (one contact per agent), preview and agentless dialing, and preview can be added to predictive and progressive skills.

    Proactive Voice - CXone Help Center · Dialing modes list · Checked 2026-10-02
46. 46
    NICE CXone Personal Connection predictive dialing starts at one call per agent and gradually increases call attempts per agent to keep the abandon rate from spiking.

    Set Up Agent Proactive Voice Dialing - CXone Help Center · Set Up Agent Proactive Voice Dialing, introduction · Checked 2026-10-02
47. 47
    NICE states that CXone Personal Connection progressive dialing places one call per agent at a time to guarantee it won't abandon any calls.

    Set Up Agent Proactive Voice Dialing - CXone Help Center · Set Up Agent Proactive Voice Dialing, introduction · Checked 2026-10-02
48. 48
    Whether progressive mode can abandon calls is platform-specific: Genesys Cloud says the risk is not eliminated because call analysis precedes agent connect, while NICE CXone says its progressive mode cannot abandon, so 'progressive never abandons' is not a safe vendor-neutral statement.inferred

    Dialing modes - Genesys Cloud Resource Center · Progressive section, compared with NICE Set Up Agent Proactive Voice Dialing introduction · Checked 2026-10-02
49. 49
    The Unified CCX predictive campaign Call Abandon Limit defaults to 3% (range 0-100%), and Cisco describes it as a value that should stay within the FTC limit.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Unified CCX Outbound Dialer Configuration · Predictive campaign settings, Call Abandon Limit field · Checked 2026-10-02
50. 50
    In Unified CCX 12.5(1) SU3 an agent-based outbound campaign can use Direct Preview (the default), Progressive or Predictive dialing.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Unified CCX Outbound Dialer Configuration · Campaign configuration, Dialer Type field for agent-based campaigns · Checked 2026-10-02
51. 51
    In Unified CCX 12.5(1) SU3 an IVR-based outbound campaign can use Progressive (the default) or Predictive dialing, with calls handled by IVR scripts.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Unified CCX Outbound Dialer Configuration · Campaign configuration, Dialer Type field for IVR-based campaigns · Checked 2026-10-02
52. 52
    Unified CCX Direct Preview outbound is included with the Premium license, while IVR-based and agent-based progressive or predictive outbound need an outbound add-on license for the required IVR ports or agent seats.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Unified CCX Outbound Dialer Configuration · Outbound licensing section · Checked 2026-10-02
53. 53
    Unified CCX progressive and predictive campaigns use a lines-per-port or lines-per-agent value with default 1.5 and range 1 to 3; progressive keeps it fixed while predictive tunes it from the abandoned-call rate.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5(1) SU3 - Unified CCX Outbound Dialer Configuration · Dialing modes section and campaign Lines Per field descriptions · Checked 2026-10-02
54. 54
    A dialer's configured abandon-rate target is an operational pacing control; US compliance is judged on calls answered live across a campaign or 30-day period, so a campaign can meet a dialer's short-window target yet still need separate 30-day records to demonstrate compliance.inferred

    47 CFR 64.1200 Delivery restrictions · 47 CFR 64.1200(a)(7) intro and (a)(7)(iii), read against vendor pacing settings · Checked 2026-10-02
55. 55
    Webex Contact Center progressive and predictive campaign modes require the premium agent license and the Campaign Manager SKU.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Before you begin · Checked 2026-10-02
56. 56
    Webex Contact Center IVR progressive and IVR predictive campaigns take 1 to 1000 IVR ports; in progressive the per-port dial rate is fixed, while in predictive it rises or falls based on the abandoned rate.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Types of Outbound Campaign Modes > IVR Progressive and IVR Predictive · Checked 2026-10-02
57. 57
    Webex Contact Center does not support Auto Answer for predictive campaign calls.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Types of Outbound Campaign Modes > Predictive · Checked 2026-10-02
58. 58
    In Webex Contact Center predictive mode the number of lines dialed per agent varies through the day to maximize agent efficiency while maintaining the campaign's configured abandon rate.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Types of Outbound Campaign Modes > Predictive; configuration step 8 Abandon Rate · Checked 2026-10-02
59. 59
    In Webex Contact Center progressive mode the dialer reserves an agent who becomes Available and dials a fixed number of lines per agent set in the campaign configuration, with no manual agent initiation.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Types of Outbound Campaign Modes > Progressive · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Outbound dialing modes: preview and progressive and predictive. WarmTransfer. https://warmtransfer.net/knowledge/outbound-dialing-modes

@misc{warmtransfer-outbound-dialing-modes,
  title  = {Outbound dialing modes: preview and progressive and predictive},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/outbound-dialing-modes},
  note   = {Verified 2026-10-02}
}