Use this guide to diagnose and fix common issues with Dialpad Dialer.
The campaign isn’t dialing any leads
If a campaign shows as active but no calls are going out, check:
Agent availability
Confirm there are agents in the campaign’s Contact Center.
Make sure agents are signed in and set to Available.
Schedule
Verify the campaign’s start and end times.
Confirm that the current time falls within the campaign window.
Calling windows and time zones
Check if leads are currently outside of the allowed calling hours.
DNC and limits
Confirm that no leads are blocked by DNC lists or global call limits.
List size
Make sure the List actually contains leads and that they haven’t already been attempted.
If everything appears correct and calls still aren’t starting, collect the following information and share it with Dialpad Support.
Campaign name and ID (if available)
Contact Center name
Approximate time the issue occurred
Some leads aren’t being called
If some leads are skipped:
Check call results or status for those leads in the campaign view.
Common reasons include:
Outside allowed calling windows
On a DNC list
Exceeded attempt or global limit settings
Lead is missing a valid phone number
Update your data, lists, or settings as needed, then rerun or duplicate the campaign.
Agents are waiting too long between calls
If agents report long idle periods between calls:
Check the lines per agent setting. Very low values (for example, 1 line per agent) may slow throughput.
Confirm there are still eligible leads in the List.
Review calling windows; if many leads are outside the window, fewer calls may be available.
Make sure enough agents are set to Available; too few can slow progress and disrupt the pace.
Unexpected call behavior or audio issues
If agents experience odd audio behavior:
Confirm whether the pinned audio leg is being set when the agent sets their status to Available.
Check whether a prior inbound or outbound call ended cleanly before the next Dialer call.
For persistent audio issues, gather:
Call examples (timestamps, numbers, agents)
Screenshots of the agent’s call view
Any error messages
Voicemail detection isn’t working as expected
If voicemail detection (AMD) seems too aggressive or not effective:
Review the campaign settings for voicemail detection:
Confirm whether AMD is enabled or disabled.
Consider:
Turning AMD off to have all answers go directly to agents, or
Adjusting when you use voicemail drop.
Document any patterns you see (for example, specific carriers or regions) and share examples with Support if the behavior looks incorrect.
Salesforce calls aren’t logging correctly
Contact Support or your Customer Success Manager for help with Salesforce configuration and troubleshooting.
If needed, provide them with the following:
Example calls (timestamps, numbers, agents)
The Salesforce objects and fields you expect to see updated