Outbound calls and campaigns
An outbound call doesn't start, the campaign pauses on its own, the start check reports errors or contacts are skipped during upload.
Outbound calls need three things: a sender number that's allowed to make outbound calls, an agent on that number and a verified identity. Most problems come down to one of these three.
The test call or API call doesn't start
| Message | Meaning and solution |
|---|---|
| No sender number available | Purchased numbers don't make outbound calls. Import your number or connect it via SIP |
| Verify your identity under Billing first | Via the API, bhomy only dials after identity verification. Test calls to your own confirmed numbers work before that |
| Sender not yet confirmed | Confirm the number with the verification call in its settings |
| No agent on the number | Assign an agent to the sender number under Phone Number |
| All lines busy | Wait until a conversation ends and try again |
The exact API codes with solutions are listed under API error codes.
The call was answered, but nobody spoke
| Possible cause | Solution |
|---|---|
| A voicemail answered | bhomy detects voicemail and ends the call without leaving a message. The result is shown in the call history |
| Your account was blocked | While a block is active, the agent doesn't dial. The call appears in the history with the result Blocked |
The campaign pauses on its own
If bhomy pauses a campaign, the reason is shown at the top of its page under Paused automatically. Fix the cause and click Resume.
| Reason | Solution |
|---|---|
| Billing blocked a call | Pay an open invoice or book a minute package. With automatic packages switched on, a campaign doesn't pause because of the quota |
| Identity verification is required for outbound calls | Verify your identity under Billing |
| Your sender number can't make outbound calls right now | Check the number under Phone Number: confirmation, termination address for SIP, subscription for imported numbers |
| No agent is assigned to your sender number | Assign an agent to it |
| Your subscription isn't active, or an invoice is open | See Subscription and billing |
| The calling hours or the time zone are invalid | Create the campaign again with valid calling hours |
Ongoing calls end normally during a pause. New ones only start after you resume.
The start check reports an error
Before the start, bhomy checks campaign access, subscription, identity, sender number, agent, contact list, calling hours and quota. Every item marked red has a Fix link that takes you to the right place. A note about the quota is yellow: the campaign starts, but pauses as soon as the quota is used up if automatic packages are off.
Rows are skipped during upload
| Message | Solution |
|---|---|
| number without plus sign, write it in international format | Write every number with the country code, for example +491701234567 |
| number appears twice | Each number appears only once in a campaign |
| your imported number calls German landline and mobile numbers only | Remove foreign destinations or use a SIP number as the sender |
| more cells than columns | A value contains the delimiter. Put it in quotation marks |
| The file has no phone_number column | The column with the numbers must be called exactly phone_number. Click Download template |
Correct skipped rows in the file and add them with Add contacts. bhomy skips numbers that are already in the campaign.
The agent says nothing at one point
If your prompt uses a placeholder for which the file has no column, the dashboard warns you during upload. The agent then says nothing at that point. Add the column or adjust the prompt.
Further help
Send us the name of the campaign, the pause reason and the time, see Report a problem.
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