Lead Recycling

Lead recycling is VICIdial’s automated process for re-dialing leads that received a non-final dial status on a previous attempt — such as no-answer, busy, or answering machine. Rather than manually resetting leads, recycling rules automatically make them eligible for re-dialing after a configured time delay, ensuring maximum contact attempts without agent intervention.

How It Works in VICIdial

Lead recycling is configured per campaign through the lead recycling settings. Each recyclable dial status (NA, B, AM, etc.) can have its own retry delay — for example, retry no-answers after 60 minutes, busy signals after 30 minutes, and answering machines after 4 hours. When the delay period expires, the lead becomes eligible for the hopper again.

The recycling process works alongside the hopper loading cycle. When VD_hopper.pl runs, it checks for recycled leads whose retry time has elapsed and includes them in the hopper queue according to the campaign’s lead order rules. Some lead orders prioritize recycled leads over fresh leads, while others mix them based on order criteria.

VICIdial also supports maximum attempt limits per dial status, preventing infinite recycling of unreachable numbers. The auto alt dial feature can attempt alternate phone numbers for a lead before recycling the primary number.

Why It Matters

Lead recycling is essential for maximizing contact rates from any lead list. Studies show that most leads require 5-7 dial attempts across different times and days before contact is made. Without recycling, those leads would be abandoned after a single attempt, wasting the investment in lead acquisition and reducing conversion rates.

Proper recycling configuration balances persistence with efficiency. Over-aggressive recycling (short delays, high max attempts) wastes dialer capacity on low-probability leads and can trigger compliance concerns. Under-aggressive recycling leaves contactable leads untouched. See the list management guide for recycling strategy recommendations.