Troubleshooting

The dialer will not start a call

Work down this list in order. The first four cover almost everything. "Please select source phone numbers from dialer settings" You have no number to call from. Open Power dialing configs on the dialer and pick at least one under Source phone number. If the list is empty, buy a number — see Buy and manage phone numbers. This also appears when you dial from Scheduled calls or MissedCalls, because those screens start a session for you and inherit your dialer settings. "Dialer is still loading, please wait a moment and try again" The audio client has not finished registering. Wait a few seconds and retry. If it persists: "Dialer failed to initialize. Please try again." Reload the page. If it still fails after a reload: 1. Check the microphone permission on the padlock icon in the address bar. 2. Close any other tab or the Chrome extension window running a session — they compete for the same device. 3. Disable a VPN or corporate proxy and try again. "Insufficient minutes. Your trial period has ended." Your trial is over, or you are out of credits. See Trials and Credits and auto-refill. "Not enough credits" Top up, or turn on auto-refill so this stops happening. "Device not ready" / no audio device The browser has not handed the dialer a microphone. Grant the permission, reload, and confirm the correct device is selected in your system sound settings. Wired USB headsets are the reliable case. "No active session" An action needs a running session — adding a participant, dropping a voicemail, saving wrap time. Start a session first. "Authentication required. Please sign in again." Your session expired. Sign in again. If it recurs within minutes, your browser is blocking cookies for the site. "No more contacts queued" Not an error — the filtered list is exhausted. Your filters are hiding the rest. Contacts dispositioned Bad Number, No Answer, Negative, Not In Service or Do Not Call are hidden unless you select those dispositions explicitly, and the local-time window filter drops contacts as the day moves. See Filter who gets dialed. "No number available" The number search found nothing for that area code or zip. Try a neighbouring area code, or search by zip instead. The dialer is greyed out entirely You have no seat. An admin assigns one from Subscription → Seats. See Plans, seats and team members. Still stuck Note the exact message, the time, and the contact or number involved, and send them to support. The time matters — it is how the call is found in the logs.

Bad audio, echo and dropped calls

Call audio runs from your headset, through your browser, over your network, to the carrier. Almost every quality problem is in the first half of that path. The Slow Internet warning If you see "Your internet is slow, which may cause jitter, lagging in calls, slow loading time, etc.", believe it. In order of effectiveness: 1. Plug in an Ethernet cable. Wi-Fi is the single most common cause. 2. Stop competing traffic — cloud backups, video calls, large uploads. 3. Turn off the VPN for the session. Every hop adds delay. 4. Reduce parallel dials. Five lines is five audio streams; a connection that is fine at one dial can fail at five. See Parallel dialing. Echo The other side hears themselves. This is almost always laptop speakers plus laptop microphone — the mic picks up the speaker output and sends it back. Use a wired USB headset. Nothing else reliably fixes it. Robotic or choppy audio Packet loss. Same fixes as the Slow Internet warning. If it only happens at certain times of day, it is your network contending with something scheduled — a backup or a shared office link. Delay, people talking over each other Latency. Bluetooth headsets add it, VPNs add it, distant Wi-Fi adds it. Go wired. Calls end by themselves Check in this order: - Credits. An account that runs out mid-session drops calls. See Credits and auto-refill. - Call timeout. If calls end while still ringing, your timeout is short. The options are 20, 30, 40, 45, 60, 90 and 120 seconds. - Hang up other calls once connected. With parallel dialing on, the other lines are supposed to drop. If reps report calls ending the instant someone answers elsewhere, that is this setting working as designed. - Network drop. A Wi-Fi roam between access points ends a call instantly. The other side cannot hear you Microphone permission or the wrong input device. Check the padlock icon in the address bar, then your system sound settings. Reload after changing either. Monitoring problems "SIP client not registered - refreshing page may help" on Salefloor means your own audio client did not register — reload. "Call is still connecting — listening available shortly" just means the call has not been answered yet. What to send support Time of the call, the contact's number, the number you dialed from, and which side had the problem. Without the timestamp the call cannot be found.

Nobody is answering

A connect rate below about 65% has a cause, and it is usually one of five things. Check them in this order — the first two explain most cases. 1. Your numbers are flagged Open Phone Health. Look at the spam risk band per number: | Band | Score | | --- | --- | | Low | 0–30 | | Medium | 31–60 | | High | 61–80 | | Critical | 81–100 | A high immediate hangup rate means spam filtering, not rejection — the handset is warning people before they decide. A short call rate above 30% says the same thing. Fix: take the flagged numbers out of rotation, submit them to the Free Caller Registry (linked from the phone health guidance), and replace any the dashboard marks Replace Immediately. Full detail in Phone health and spam risk. 2. Your numbers are not registered Check Registrations. Unregistered numbers get Level C attestation — no verification — and carriers treat them accordingly. The dialer warns about this directly in its settings panel. Fix: complete the business profile, then SHAKEN/STIR on every number, then CNAM. See The compliance centre. Attestation takes time to show up; check phone health again a week later. 3. You are calling at the wrong hours Open the Call Performance Heatmap in analytics and compare where your volume is against where your connects are. They are usually not the same hours. Then check the local time window filter on the contacts toolbar. It keeps contacts whose local time is inside the window, re-checked on every batch. If it is off, and your list spans timezones, you are calling people at breakfast. 4. Your caller ID is wrong for the market An out-of-area number reads as a sales call before anyone decides. Fix: local area dialing if you are US-only, or region based dialing otherwise. See Choosing which number you call from. 5. Your data is bad Open Connect Rates → By area code and List Performance. If one list or one area code is dragging the average, the problem is the data, not the dialing. Check the Pickup Rate filter too — it estimates from number type, and a list that is mostly landlines or internet phone numbers will never perform like one that is mostly mobile. Fix: stop working the bad list, and go back to whoever supplied it. Things that look like causes and are not Parallel dialing. It does not lower your connect rate — it raises your dials, so the same rate produces more conversations. It does raise your abandoned-call rate, which feeds back into point 1 over weeks, so keep Hang up other calls once connected on. Rep performance. Connect rate is decided before anyone says hello. Look at the conversation rate for rep performance, not the connect rate. The order matters Registering numbers while continuing to dial 800 calls a day from one of them will not help. Fix the volume distribution and the calling hours first, then register, then judge the result a week later.