Campaign Issues

This guide covers diagnosing and resolving issues with outbound calling campaigns.

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Low Answer Rates

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Check the Campaign Dashboard

The Dashboard tab in your campaign shows answer rates, contact status breakdown, and the human-answer heatmap. Start here to understand patterns.

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Common Causes and Fixes

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Optimizing Answer Rates

1. Start with a small pilot — test with 10-20 contacts to establish a baseline
2. Use local numbers — recipients are more likely to answer local area codes
3. Review the heatmap after 50-100 calls — adjust schedules based on actual data
4. Segment by timezone — create separate campaigns with appropriate schedules per region
5. Monitor spam scores — check the Spam Status column in Phone Numbers regularly

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Failed Calls

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Calls Not Dialing

1. Verify the campaign status is Active (not Paused)
2. Check that the assigned agent is active and configured
3. Verify the phone number is active and not assigned to another active campaign
4. Check concurrent call limits for your plan
5. Verify the Start date has passed

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Calls Connect But Drop Immediately

1. Check AMD settings — the AMD may be incorrectly classifying humans as voicemails
2. Review the conversation timeline for error events
3. Test the agent with a manual phone call to isolate the issue
4. Check that the agent’s greeting is configured for outbound calls

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Calls Show “Failed” Status

Review the conversation details for the specific error. Common causes:

• Network unreachable — the destination number is invalid or disconnected
• Busy — the recipient is on another call (retry will handle this)
• Rejected — the carrier blocked the call (may indicate spam flagging)

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Answering Machine Detection (AMD)

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AMD Hangs Up on Real People

The AMD thinks humans are voicemails. Try:

1. Switch AMD mode — if using ML-based, try text-based (or vice versa)
2. Text-based is faster but less accurate — works well when human greetings are short
3. ML-based is more accurate but adds latency — better when voicemail messages are common

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AMD Does Not Detect Voicemails

The agent is talking to answering machines. Try:

1. Switch to ML-based AMD for better accuracy
2. Check your agent’s greeting — a long greeting may cause the AMD to misclassify

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AMD Configuration

AMD is configured per campaign in Settings → Call Settings (Expert Mode):

• Text-based: Analyzes the initial transcript for voicemail patterns (fast, ~200ms)
• ML-based: Uses audio classification to detect voicemails (accurate, ~500ms+)

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Contact Lifecycle Issues

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Understanding Contact Statuses

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Contacts Stuck in “Pending”

1. Campaign may be Paused — check status in campaign list
2. All calling slots may be in use — check Max concurrent calls in Settings
3. Business hours may be closed — check the schedule indicator
4. Call interval may be too long — check Settings → Call Settings

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Contacts Not Retrying

1. Check Max retry attempts — if set to 0, no retries occur
2. Check Retry interval — contacts will not retry before this period
3. Check if the contact was manually moved to a final state
4. The contact may have reached Contact completion timeout

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Inbound Callbacks Not Matching

When a contact calls back, itellicoAI tries to match them to the campaign:

1. Primary match: Phone number matches a campaign contact
2. Fallback match: Agent-based matching within a 30-day window
3. If no match found, the call is treated as a regular inbound call

Check that the caller’s number matches the phone number in the contact record.

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Phone Number Rotation

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When to Use Multiple Numbers

• You are making high volumes (500+ calls/day from a single number)
• Your spam scores are rising
• You are calling different regions and need local presence

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Rotation Settings (Expert Mode)

When a campaign has multiple phone numbers:

• Rotation Strategy — how numbers are selected for each call
• Spam Threshold — automatically pause a number if its spam score exceeds this value
• Max Calls Per Day — limit per-number daily volume to protect reputation

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Performance Optimization

1. A/B test your approach — create separate campaigns with different scripts, agents, or schedules to find what works
2. Clean your lists — remove invalid numbers before launch
3. Monitor daily for the first week — check answer rates, goal achievement, and spam scores
4. Reduce volume if flagged — if spam scores rise, lower daily call limits and rotate numbers
5. Use analytics — set up Goals and Insights to measure what matters

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Next Steps