Why the dialer is not calling some contacts

What it is

Sometimes lines sit quiet even though contacts are left. That is usually the dialer following your rules, not a fault. Contacts can be held because they are resting between attempts, are outside their calling hours, have hit their state’s daily limit, or are skipped by the choices you made for this pass.

Where to find it

Dialer > live session > the Lines card and the middle card while nobody is on the line

Steps

1. Read the note on the Lines card and under Working the list. It says why contacts are waiting and when the next one opens, for example “Megan Smith (TN) can be called in 53 minutes, at 8:00 AM your time.”
2. If the note says the pass also skips people by their last result, that is your Who to call this pass choice. Start a new pass with Call everyone to include them.
3. To change how often one person can be called, an owner or manager can adjust attempts and spacing in Dialer settings, Dialer rules, under How often one person is called.
   

   

4. Before you start, the review step shows how many records are dialable now and how many are waiting on calling hours.
   

   

Good to know

• Held contacts are not attempted and no attempt is used. They come back once their window opens or their rest ends.
• Calls are only placed when both the contact’s state on their clock and your state on yours are open.
• Florida, Oklahoma and Maryland are held to 3 calls to the same person in 24 hours whatever your settings say.
• If nothing on a list can be dialed yet, starting now would end the pass right away. Wait, or pick another campaign.
• Your default limits are 2 attempts per person per day, spaced 3 hours apart, unless an owner or manager changed them.
• Each caller ID stops at 70 dials a day, so a small number pool can limit how much you dial.