Use this guide when you are choosing a dialer mode, starting a campaign, deciding between V1 and V2, seeing “System is dialing” with no call card, getting stuck on the first calls, or receiving a “Please add from number” error.
Choose the mode that matches the work
The options shown can vary by account and campaign configuration.
Power Dialer
Power Dialer works one lead at a time. It gives the agent the most control over review, notes, messages, and disposition before the next lead.
Use it for higher-touch conversations, newer agents, or campaigns where the agent needs time to review each record.
Progressive or multiline dialing
Progressive dialing can place several attempts in the background. A lead card appears when a call reaches the configured connection event. The dialer waits for the agent to finish the active call before starting the next calling cycle.
Use it when the campaign has enough eligible leads and the agent is ready to handle a live answer immediately.
Three-line or predictive dialing
Some accounts also show Three-line or Predictive options. These place multiple simultaneous attempts to improve the chance of reaching a live person. Availability and line count depend on the campaign and account.
More simultaneous calls can also create overlapping answers and additional compliance responsibilities. Choose a mode and line count appropriate for your staffing, calling policies, and expected answer rate.
If the Start control offers V1 and V2
Choose V2. V1 remains visible in some Progressive campaign menus as a legacy launch option.
Do not switch back and forth repeatedly during the same test. Start V2 once, note the campaign and time, and verify whether call attempts appear in the campaign report.
Check the campaign before starting
Confirm all of the following:
1. The campaign is active.
2. Your user is assigned to it.
3. The correct groups are attached.
4. Eligible leads remain after tags, call statuses, maximum attempts, blocked states, and time-zone filters are applied.
5. At least one valid outbound From Number or caller ID is assigned and available to your user.
6. The campaign is within its configured Dialer Access Hours.
7. The statuses you need are visible in the campaign.
8. Your browser has microphone and audio permission.
If the campaign reports fewer leads than expected, use the dialer eligibility guide (https://intercom.help/YourCRMKB/en/articles/16795802-why-the-dialer-shows-fewer-leads-or-stops-dialing) before changing the dialer mode.
Start a dialing session
1. Open Dialer → Campaigns.
2. Locate the campaign and choose its Start control.
3. Select V2 if a V1/V2 choice appears.
4. Select the allowed time zones or session filters when prompted.
5. Accept any required calling acknowledgment.
6. Allow browser microphone and sound access.
7. Confirm the selected From Number, then start.
Keep the dialer tab active until you confirm that the session has started. Avoid opening the same campaign in multiple tabs for the same user.
“System is dialing” but no call card appears
In a multiline campaign, this can be normal. The system may be attempting numbers in the background and only display a lead card when a call connects.
Check the current session or campaign report:
- New call attempts continue to appear: the dialer is running; a live answer has not connected yet.
- No attempts appear at all: the session may not have started or a prerequisite is blocking it.
- The same small set repeats or stops: a disposition, attempt limit, lead filter, carrier error, or stuck session may be involved.
If attempts are being placed but live answers remain unusually low, test one known reachable number, then review list quality, calling time, and caller-ID reputation. A lack of live answers is not automatically a software failure.
Pause or take a break safely
If the current dialer shows a Pause control, use it and wait for any in-progress attempts to finish. Resume from the same control when ready.
If Pause is not available for that mode:
1. finish the active conversation;
2. save notes, messages, and the correct disposition;
3. stop or end the dialing session; and
4. restart the campaign when ready.
Do not close the tab or sign out while an active call or background batch is still in progress. That can leave the agent unsure whether an attempt completed or a disposition was saved.
Finish each lead before advancing
Complete notes, SMS messages, and follow-up details before selecting a disposition. Some statuses advance automatically; others ask whether to move to the next lead.
For a precise future call, select the system Callback status, save the date and time, and confirm it appears in the callback list. A general recall status is not the same as a scheduled callback.
Dial one person instead of a campaign
When you need to call only one contact, open that contact and use the available contact or Power Dialer call action. Do not create a one-person multiline campaign unless your workflow specifically requires campaign reporting.
Fix common start and runtime problems
What you see — What it usually means — What to do
**Please add from number** — The campaign or signed-in user has no eligible outbound caller ID — In the affected campaign, confirm its From Number is active and saved. Then confirm the signed-in user has permission to use that number. The label and menu location can vary by account; do not rely on one universal path. Retry once after saving.
Start button spins or a growing circle never becomes a session — Launch, permission, or browser setup did not complete — Choose V2, allow microphone/audio, keep one dialer tab open, refresh once, and check the report for attempts
**System is dialing** with attempts appearing — Multiline calls are running but no live answer has connected — Test a known reachable number, then review lead reachability, time of day, and caller-ID reputation
Stuck on the first three calls — A multiline batch, unanswered attempt, pending disposition, or stale session may be blocking the next cycle — Check each attempt result, finish any open lead, stop the session, refresh, and run one controlled V2 test
Campaign starts but shows no leads — Filters or eligibility removed the pool — Review group, tags, statuses, max attempts, time zones, blocked states, and duplicate rules
Every attempt shows an error — Carrier, number, account, or service configuration may be failing — Stop bulk attempts and capture one full error, From Number, To Number, campaign, and timestamp
Call connects but audio is missing — Browser device permission or selected input/output may be wrong — Verify microphone/speaker selection and run a manual test call
User cannot see the campaign or Start control — User, role, or campaign assignment is missing — Review the team member's role and campaign access
For a missing, locked, or unexpected caller ID, use the phone-number and Local Presence guide (https://intercom.help/YourCRMKB/en/articles/16797269-phone-numbers-sms-provider-and-local-presence-fix-a-wrong-sender-missing-number-or-purchase-problem).
Run one controlled test before escalating
Use a campaign with one known reachable test contact:
1. Confirm the contact is eligible now.
2. Assign one known active From Number.
3. Start the campaign in V2.
4. Record the exact start time and time zone.
5. Watch the campaign report for the outbound attempt.
6. Confirm whether the test phone rings, the lead card appears, audio connects, and the saved disposition is recorded.
This identifies the failed stage: session launch, lead selection, carrier attempt, live connection, audio, or disposition saving.
If you still need help
Send one complete package:
- Hot Prospector account and exact campaign name;
- user email;
- mode and line count;
- V1 or V2 selection;
- exact From Number and test To Number;
- exact date, time, and time zone;
- the on-screen message or full error;
- whether attempts appeared in the campaign report;
- whether a manual test call from the same number connected;
- browser and microphone permission result; and
- screenshot or short recording showing what happens from Start through the failure.