Outbound Campaign Not Progressing

Your outbound campaign isn’t making calls or is stuck without progressing through the contact list.

Symptoms

• Campaign shows “In Progress” but no calls are being made
• Call count isn’t increasing even after waiting several minutes
• Campaign was paused and now won’t resume when you click “Start”
• Some numbers are attempted but most are skipped
• Error message indicates “Invalid phone number” for multiple contacts
• Campaign has been “processing” for hours without making calls

Common Causes

1. CSV format issues — Phone numbers missing the country code prefix (+1 for US), or containing formatting characters like hyphens or spaces
2. Invalid phone numbers — Numbers that don’t exist, are disconnected, or aren’t formatted correctly for the region
3. Campaign stuck in processing state — Campaign metadata is corrupted or locked by a previous operation
4. Mismatched column headers — CSV headers don’t match Dialora’s expected format

How to Fix

Step 1: Check Your CSV Phone Number Format

1. Open your contact list CSV file in Excel or a text editor
2. Verify phone number formatting:
   • US numbers: Must be +12125551234 format (country code +1, then 10-digit number, no hyphens or spaces)
   • International: Country code + area code + number, all without special characters
   • Do NOT use: (212) 555-1234, 212-555-1234, 2125551234 (without country code)
3. Check for these common errors:
   • Numbers formatted as 2125551234 → Must be +12125551234
   • Numbers with hyphens: +1-212-555-1234 → Must be +12125551234
   • Numbers with spaces: +1 212 555 1234 → Must be +12125551234
   • Missing leading zeros for international numbers

Step 2: Reformat Your CSV

1. Open your CSV in a spreadsheet tool (Excel, Google Sheets, etc.)
2. Use Find & Replace to standardize all numbers:
   • Find: Any number without a + prefix (e.g., 2125551234)
   • Replace: Add +1 prefix for US numbers (e.g., +12125551234)
   • Remove hyphens, spaces, and parentheses
3. Save the cleaned CSV file
4. Example of correct format:

   phone_number,name,email
   +12125551234,John Smith,john@example.com
   +12015559876,Jane Doe,jane@example.com
   +447911123456,James Murphy,james@example.co.uk

Step 3: Validate Phone Numbers

1. After reformatting, verify a sample of numbers:
   • Check that each number is 10–15 digits (including country code)
   • Ensure no numbers are clearly invalid (all zeros, all same digit, etc.)
   • Confirm numbers are real, active phone lines
2. Remove any test numbers you may have added
3. Remove duplicate entries

Step 4: Clear Campaign Lock and Re-upload

1. Go to Campaigns → Select your stuck campaign
2. Click Stop or Pause if it’s still running
3. Delete the campaign (this clears the processing lock)
4. Create a New Campaign with your reformatted CSV
5. During campaign setup:
   • Carefully map CSV columns to Dialora fields
   • Ensure the phone number column is correctly identified
   • Verify the agent is properly assigned
6. Click Launch Campaign
7. Monitor the first 5 minutes to ensure calls are initiating

Step 5: Monitor Campaign Progress

1. Watch the Call Log in your campaign dashboard
2. First call should initiate within 1–2 minutes of launching

If Still Not Progressing:

• Check that your account has available credits
• Verify your agent is in Active status
• Ensure your phone number is linked and verified
• Contact support if the issue persists