Why a call didn't route

If a call came in but no buyer took it, work through these checks in order. Open the call in Calls and expand the row, or look in Bid insights, to see what happened.

1. Is there credit?

If your balance is at or below $0.00, new calls are refused. Check the Credits page. See Rejected for no credit.

2. Is everything switched on?

A call needs all of these to be active:

• The campaign status is active, not paused.
• The publisher is active and the source is not paused.
• The source is attached to the campaign under Sources, with the Active box ticked. If it is not, the publisher is told "This source is not attached to the campaign, or its terms are inactive."
• A tracking number is assigned to that source on the campaign. See Tracking numbers.

3. Is the caller allowed?

• Duplicate caller: the same caller already called inside the dupe window. See Duplicate callers and caps reached.
• Daily cap: the campaign reached its cap for the day.
• Caller number or state: the caller ID must be a valid phone number. If Require state is on, a call whose state cannot be found is turned away.
• Rate cap: the publisher sent more pings per minute than their Rate cap (calls/min) allows.
• Outside hours: if your campaign has set hours, calls outside them are refused.

4. Did a buyer say yes?

If every target declined, timed out, errored, or bid too low to leave a margin after the publisher payout, the call has no buyer. Look at the Rejected, Timeout, Error and Margin blocked columns in Dial and bid insights.

Also check the targets are in the campaign's ping tree and Enabled, and that none of them is paused or auto-paused (the Targets list shows Unpause).

5. Did the buyer answer?

If the buyer was pinged but not dialed successfully, see the answer rate in Dial insights, and check the target's Ring timeout, Concurrency cap and Failover eligible setting. See Ring timeout, caps and failover.

Still stuck?

Copy the caller number and time and contact your platform admin. They can find the call from the caller number.