Troubleshooting: Campaign isn’t dialing

When a campaign doesn’t dial, it’s usually not “random.” It’s usually one of these blockers: no audience, no valid time window, no telephony capacity, or a stop condition (budget, paused state, etc.).

This page is written to help operators diagnose fast — without guessing.

First: confirm the campaign state

1. Confirm the campaign isn’t paused.
2. Confirm you’re within an enabled call window (and the timezone assumption is correct).
3. Confirm you actually attached an audience (CSV/segment/IDs).

If any of those are false, fix the wizard configuration before trying anything else.

The 10 most common “not dialing” causes (and fixes)

1) No audience attached (Create mode)

Symptoms:

• Review shows “Not set (Audience step)” or zero contacts.

Fix:

• Go to Step 3: Audience and attach a CSV, segment, or contact IDs.

2) Scheduled trigger is set, but scheduled time is empty

Symptoms:

• You selected Scheduled, but the datetime is blank.

Fix:

• Go to Step 4: Schedule and set the scheduled date/time.

3) Call windows are disabled (or too narrow)

Symptoms:

• Campaign looks configured, but nothing happens.
• Windows are disabled for all days.

Fix:

1. Go to Step 4: Schedule.
2. Enable the relevant days and widen the window for a supervised pilot.

4) Timezone mismatch

Symptoms:

• You expect dialing now, but the system thinks it’s outside allowed hours.

Fix:

• In Step 4: Schedule, align timezone and windows to the audience (not your internal timezone).

5) Number pool is empty (or invalid)

Symptoms:

• Telephony step shows no selected number pool.

Fix:

• In Step 2: Telephony, select a Primary From Number (it will be added to the pool automatically).

6) Pool capacity is exhausted

Symptoms:

• Pool capacity shows 0 available, or ceiling is unexpectedly low.

Fix:

1. Reduce concurrency (Step 4).
2. Add a healthy number or connection capacity (Step 2).
3. If tenant cap is the limiter, coordinate with an admin on limits.

7) Budget cap exceeded

Symptoms:

• Campaign was running, then stopped with budget signals.

Fix:

• Remove or raise the budget cap in Step 4: Schedule (governance decision).

8) A/B testing enabled but misconfigured

Symptoms:

• The wizard blocks Next, or A/B results never become interpretable.

Fix:

• In Step 5: Outcomes, ensure:
  • 2–3 variants only,
  • distinct agents,
  • weights sum to 100.

9) Contact data missing required phone numbers

Symptoms:

• Import succeeds partially, many contacts are rejected, or tasks fail early.

Fix:

• In Step 3: Audience, map a valid phone field and validate sample rows.
• Use the classic Uploading contacts page for list hygiene rules.

10) You launched a “big” campaign without a pilot

Symptoms:

• Dialing happens, but results are chaotic (low answer rate, spam flags, poor outcomes).

Fix:

• Pause, shrink, and relaunch as a supervised pilot using the Launch checklist.

If you need help (what to send)

Capture and share these 3 screenshots:

1. Telephony (number pool + pool capacity)
2. Audience (source + mapping)
3. Review (summary table)

Then include:

• campaign name,
• when you expected dialing,
• what you changed last.

Additional resources

• Campaign Wizard (Start Here)
• Campaign launch checklist