Schedule, pacing and retries

Every field on the From where and when step, with its default and what it does to the calls.

The third wizard step, From where and when, holds everything about the call that is not the attacker or the people. Its intro reads: Which number the attacker calls from, when the calls happen, and what the person hears in the background.

Your workspace’s fair testing rules apply on top of everything here. Quiet hours, cooling-off and the quarterly cap can skip a person even when this step says to call.

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Before you start

• A campaign open on the From where and when step. See Build a campaign.
• If you want to call from a specific number, a number allocated to your workspace. See Your caller numbers.

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Steps

1. The number to call from

   The helper text reads: Pick the number this campaign calls from. A UK number dials on the UK system, a US number on the US system. Leave it unpicked to use the platform default.

   Click a number card to pick it. Click it again to unpick it. If no numbers are allocated yet, the step says so and the calls use the platform default. Ask us to allocate one. See Your caller numbers.

2. When the calls happen

   Pick one of three options:

   Option	What it does	Start and End fields
   As soon as I launch	Calls start when you press Launch, inside your calling hours	Greyed out
   On a date	The campaign waits with status Scheduled, then starts at Start	Both editable
   Repeating	Runs, then re-arms for the next run until End	Both editable

   Start cannot be in the past. End must be after Start. For Repeating, pick Every day, Every week or Every month, then a number from 1 to 30 in the every box.

   Timezone offers ten zones: London, Paris, the six US zones, Alaska, Hawaii and UTC. Your own browser zone is added to the list if it is not one of them.

3. Only call between

   Set the two times under Only call between. The default is 09:00 and 17:00. Nobody is called outside this window. When the window closes, the campaign waits. It carries on when the window opens again.

   For As soon as I launch, one extra tick appears: Call right now, even outside my hours. Its helper text reads: By default an immediate campaign still waits for the calling hours above, so nobody is called at night. Tick this to dial straight away, whatever the time.

   A help desk campaign ignores this window. Its own opening hours decide. See Run a help desk test.

4. Background sound

   What the person hears behind the caller. The choice is recorded on every call, so the report can show the detector verdict next to it.

   Choice	What the person hears
   Office background (default)	Low chatter, keyboards, a phone ringing. More convincing, and harder for voice detectors to catch
   Restaurant background	Busy diner murmur, for a “calling from a restaurant” story
   Street / traffic background	Traffic, people, a horn, a distant siren, for a “phone snatched” story
   Your own background	An audio clip you upload (mp3, wav, m4a, ogg), played quietly under the call
   No background	Cleaner audio, what a detector would normally see

   The caller is also told where it is, so its story matches the sound. Background volume runs from 0% to 100%. It starts at your workspace default from fair testing, or 50%.

5. Pacing and retries

   Field	What it means	Default	Limits
   Calls at the same time	How many people are called at once	1	1 to 100
   Try again when nobody answers	Retry people who did not pick up	Off
   Attempts per person	Shown when retries are on	3	1 to 5
   Minutes between attempts	Shown when retries are on	60	15 to 1,440, in steps of 15

   The helper text under Calls at the same time reads: 1 is right for a test; raise it for a large group. Your voice plan sets an upper limit (5 at once on the free LiveKit plan). Everyone above it waits their turn; nobody is skipped.

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What happens next

The last step shows your choices under Schedule Configuration before you launch. After launch, the campaign page shows them under From and when, and you can change them while the campaign is a draft or still scheduled. See Campaign statuses.

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Problems

I launched and nobody was called

The campaign is waiting for your calling hours, or the fair testing rules skipped everyone. Open the campaign’s Results view. Skipped people are listed with the reason. See Troubleshooting.

It says 'Start date cannot be in the past'

Pick a later Start, or switch to As soon as I launch.

Fewer calls run at once than I set

Your voice plan caps calls at once across the workspace. The rest wait their turn and are not skipped.

My uploaded background did not play

Check the file is mp3, wav, m4a or ogg and that the step showed Uploaded: with its name. Upload it again if not.