Short answer
Almost every platform splits inbound from outbound. Phone systems (RingCentral, Dialpad, Aircall) route inbound calls with ring groups or call queues, and leave outbound to reps. Contact-center dialers (VICIdial, Five9, Convoso, Genesys) send inbound calls to queues or skills, and run outbound through campaigns, where agents pull leads from lists. Sales dialers (Nooks, Orum, PhoneBurner) mostly give reps their own lists to dial.
If you're moving from another platform, it helps to map its vocabulary onto DialerDay's. The concepts are mostly the same. The names change.
Three families of calling software
| Family | Examples | Inbound | Outbound |
|---|---|---|---|
| Business phone systems | RingCentral, Dialpad, Aircall, JustCall | Ring groups, call queues, IVR menus | Reps dial by hand. Power dialers are often an add-on. |
| Contact-center dialers | VICIdial, Five9, Convoso, Genesys, NICE CXone | Inbound queues with skills-based routing | Campaigns that pull leads from lists, with predictive or progressive dialing |
| Sales engagement dialers | Nooks, Orum, PhoneBurner, Kixie | Basic | Reps or teams dial their own lists, often several lines at a time |
How each family distributes leads
Business phone systems
Inbound is the strength: ring groups (also called hunt groups or call queues) with strategies like simultaneous, sequential or round robin, plus overflow to voicemail. Outbound distribution usually isn't a feature. Reps work lists from the CRM themselves.
Contact-center dialers
These are closest to DialerDay's model:
- VICIdial uses *campaigns* for outbound and *in-groups* for inbound. Lists are attached to campaigns, and the dialer loads leads into a short "hopper" in your chosen order. *User groups* control which agents can log into which campaigns. Transfers to closers usually go to an in-group.
- Five9 and Genesys lean on *skills*. Agents hold skills, and calls or campaigns are routed by them.
- Convoso focuses on high-volume outbound campaigns with list prioritization and lead recycling.
Sales engagement dialers
Distribution is usually ownership-based. Each rep dials their own list or CRM view. Teams that want a shared queue often have to build it by hand.
The DialerDay equivalents
| You know it as | In DialerDay |
|---|---|
| Ring group, hunt group, call queue | Ring group, with the queue as overflow |
| In-group (VICIdial) | Ring group, or a campaign's inbound route |
| Campaign plus lists | Campaign, fed by imports, tags, GoHighLevel or CRM lists |
| User group (VICIdial campaign access) | Teams on the campaign |
| Skills (Five9, Genesys) | Skills: licensed state, language, custom tags, levels 1–10 |
| Hopper order, list mix | Queue order: priority rules, lead score, cadence steps, minimums |
| Lead recycling | List recycling, retry delay by outcome |
| Transfer to an in-group or closer queue | Warm or cold transfer to a teammate or number (not to a group yet) |
| Rep-owned lists | Lead owners with *owner first* or *owner only* |
Where DialerDay differs
- One queue, many rules. Instead of separate lists per rep, one shared campaign queue filtered per agent by team, skill, licensed state and owner. See how leads are distributed.
- Call targets as rules. Minimum and maximum calls per lead per day, week and month, counted across campaigns. See call frequency.
- CRM-native sources. GoHighLevel tags and CRM lists keep campaigns in sync live, with no CSV round trips.