The number of leads in a group and the number available in the dialer may not match.
The group count includes every lead currently assigned to that group.
The dialer count includes only the leads that are eligible for this campaign right now.
A lead can stay in the group while being temporarily or permanently excluded from the dialer by the campaign's groups, tags, time restrictions, attempt limits, current cycle, or callback schedule.
Before changing the campaign
Choose one lead that you believe should be dialed. Write down:
the lead's name and phone number;
the campaign name;
the group the lead should be in;
the time you expected the lead to be available.
Using one real example makes it much easier to find the exact rule that excluded the lead. Do not clone the campaign or make bulk changes while testing.
Check the lead in this order
1. Confirm the campaign's group
Open the campaign settings and confirm the correct group is selected. The lead must belong to at least one group selected for the campaign.
If the wrong group is selected, correct the campaign or move the lead to the intended group, then try again.
2. Check the campaign's tag rules
In the campaign settings, review:
Tags to Dial in Sorted Order: if tags are selected here, the lead must have at least one of them.
Tags to Skip: if the lead has any selected skip tag, it will not be selected for normal dialing.
Look at the example lead's current tags and compare them with both lists. A workflow or integration may have added a skip tag after the lead entered the group.
3. Confirm the lead is active and has a phone number
The lead must be active and must have a value in either the phone or mobile field. A lead with no phone or mobile value will not enter the dialer queue.
4. Check timezone and Restricted Call Times
The lead's timezone must be one of the timezones selected for the campaign. If Restricted Call Times is enabled, the lead must also be inside the allowed calling window for its timezone.
If the dialer says the selected timezone is restricted, wait until the calling window opens or have an account administrator correct the campaign's timezone or calling-hours settings.
5. Check attempts and the current cycle
A lead can remain in its group after it has reached the campaign's daily attempt limit, total attempt limit, or the end of the current dialing cycle.
The dialer may show how many leads are unattempted in the current cycle. That is an eligible-cycle count, not the total size of the source group.
Only start a new cycle if you intentionally want previously attempted leads to become available again. Some accounts restrict who can reset a cycle.
6. Check callbacks
A lead scheduled for a later callback may be held out of normal dialing until the scheduled time. If the dialer says the remaining leads are on callback, open View Call Backs and confirm the scheduled times.
What the dialer's message means
Message or situation | What it means | What to do |
No leads ready right now | Available leads were dialed too recently or are being held for callbacks. | Wait a few minutes, check callbacks, and try again. |
The maximum number of daily dial attempts has been reached | The remaining leads have reached the campaign's per-day limit. | Continue on the next eligible day, or have an administrator review the campaign setting if the limit is wrong. |
The maximum number of dial attempts has been reached | The remaining leads have reached the campaign's total-attempt limit. | Have an administrator review the campaign setting and intended calling policy. |
All the leads have been set callback | The remaining leads are waiting for their scheduled callback time. | Select View Call Backs and review the schedule. |
You have reached the end of your dialing campaign | The current cycle has been completed. | Start a new cycle only if the leads should intentionally be redialed. |
You are out of leads based on your current dial settings | No lead currently passes all campaign eligibility rules. | Run the six checks above using one known lead. |
The timezone you chose is restricted | None of the selected lead timezones is currently inside the allowed calling window. | Wait for the window to open or have an administrator review the campaign's timezone and Restricted Call Times. |
If a new or test lead is missing
Search Hot Prospector for the lead's exact phone number.
The lead is in Hot Prospector but not the dialer: compare its group, tags, active status, phone/mobile value, timezone, attempts, cycle, and callback state with the campaign.
The lead is not in Hot Prospector: this is a lead-import or synchronization issue, not a dialer-eligibility issue. Use the lead sync or webhook troubleshooting guide.
When this may be a technical issue
Ask support to investigate when any of these is true:
a specific lead passes every check above but still does not appear;
the dialer stops after a few calls even though other known leads are eligible;
the screen remains on Dialing but no calls are placed;
calls disconnect immediately;
a callback appears at the wrong time or under the wrong agent;
the same problem continues after a refresh and a second test with a known eligible lead.
Send support all of the following in the first message:
account email;
campaign name;
one affected lead's name and phone number;
expected result and actual result;
date, time, and timezone of the test;
dialing mode;
the exact message shown;
a short screen recording, if the dialer freezes, stops, or disconnects.
With those details, support can check the campaign and lead directly without asking you to repeat the basic troubleshooting.