When you run a dialing session, Raise More moves through your list one contact at a time and advances to the next person after each call. Sometimes a contact you expected to reach never comes up, or the dialer moves past them without placing a call. In most cases this is on purpose: the dialer does not call contacts who have asked not to be contacted or who have no number it can dial.
Some skips happen silently as part of normal advancing. Others show a short message (a toast) explaining why a call was not placed. The reasons below cover both.
Common reasons a contact is skipped
The contact is marked Do Not Contact
If a contact is marked Do Not Contact, the dialer will not place a call to them. This check runs before any call goes out. You will see the message:
This contact is marked do-not-contact.
Do Not Contact is set per organization on the contact's profile, and the dialer only blocks it while it is active.
The phone number has no valid, callable number
The dialer can only call a number that passes validation. A number is treated as not callable when it is not a normal 10-digit US number. Specifically, a number is rejected when it:
is not 10 digits
starts with 0 or 1
starts with 555 (reserved for fake numbers)
starts with 911
If a contact's only number fails these checks, there is nothing callable and the contact is passed over.
The phone number was removed
A phone number can be removed from a contact's profile without deleting the contact. Removed numbers are excluded from dialing. If you try to dial a number that has since been removed, you will see:
That phone number is no longer available.
If a contact's only number has been removed, they have no callable number left.
No caller ID is set, or it is not voice-capable
A call needs a voice-capable caller ID on the session. If none is set, you will see:
Add a voice-capable caller ID before placing calls.
If the selected caller ID is not voice-capable, you will see:
Your caller ID isn't voice-capable. Choose a voice number to place calls.
This blocks calls for the whole session, not just one contact.
You are not connected to the session with audio
To place a call, at least one person must be connected to the session with audio. If you joined without audio and no one else is dialed in, the dialer will not ring a donor into a conference no one can speak on. You will see:
At least one user must be connected to the call session with audio before placing calls.
or
You must be connected to the call session before placing calls.
You already reached them on this pass
A dialing session moves through the list in passes. Once the session has moved past a contact on the current pass, the dialer keeps going forward and does not loop back to them. To reach a passed contact again, restart the list to begin a new pass.
Another caller in a shared session moved past them
Raise More supports multi-user calling, where a team works the same list together. The session keeps a single shared position in the list so two people do not call the same donor at once. If a teammate advanced the session past a contact, that contact is not served to you again on the same pass.
The contact dropped out of a dynamic list
Lists come in two kinds. A static list is a fixed snapshot of people. A dynamic list re-runs its filter against your live data each time it is read, so its membership changes as your data changes. If a contact no longer matches the filter (for example a tag was removed, a filtered field was edited, or they were marked Do Not Contact), they are no longer part of the dynamic list and will not appear in the session.
How to check and fix
Open the contact's profile. Most skip reasons are visible there.
Check the Do Not Contact status. If they are marked Do Not Contact by mistake, remove it from the profile, then restart the list so the dialer reaches them on the next pass.
Check their phone numbers. Make sure at least one number is present, is a normal 10-digit number (not starting with 0, 1, 555, or 911), and has not been removed. Add or restore a valid number if needed.
Check your caller ID. Confirm the session has a voice-capable caller ID selected.
Confirm you are connected with audio. Make sure you (or a teammate) are joined to the session with audio.
Confirm they belong to the list. For a dynamic list, open the list and check the contact still matches the filter. If they dropped out, adjust the filter or the contact's data, or add them to a static list.
Restart the list for a fresh pass. To reach contacts you already passed, restart the list. This begins a new pass and brings every eligible contact back into rotation.
FAQ
Will a skipped contact come back automatically?
Not on the same pass. Restart the list to start a new pass, and any eligible contact will be served again.
I removed the Do Not Contact flag but they are still being skipped.
Restart the list so the change applies to the current pass, and check they have a valid, non-removed phone number.
Why does a contact appear in my list view but never come up while dialing?
The list view shows everyone in the list. The dialer skips contacts who are marked Do Not Contact or have no callable number, so a contact can be visible in the list and still be skipped on the call.
A teammate and I are on the same list. Why am I not seeing some contacts?
A shared session keeps one position in the list so two people do not call the same donor at once. Contacts your teammate already passed are not served to you again until the next pass.
The contact used to be in my list and now they are gone.
If the list is dynamic, the contact likely no longer matches its filter. Marking them Do Not Contact, removing a tag, or editing a filtered field can each drop someone from a dynamic list.
If you have checked all of the above and a contact is still being skipped without a clear reason, contact support and include the contact's name and the list you are dialing.