Troubleshooting Webex Contact Center outbound campaigns that do not dial

See also

Sources

1. 1
   Because the dialer's abandon rate setting accepts values well above 3 percent, the configured value does not by itself keep a US telemarketing campaign within the 3 percent abandonment limits; the administrator must choose the target and verify outcomes.inferred

   Dialer configuration - Webex Campaign Management · Dialer configuration - Predictive mode parameters (Abandon rate percentage), read with 16 CFR 310.4(b)(4)(i) · Checked 2026-10-02
2. 2
   For predictive campaigns the dialer exposes an Abandon rate percentage setting that accepts values from 1.0 to 100, alongside Max dialing rate (1-10) and Predictive gain (0.1-3.0).

   Dialer configuration - Webex Campaign Management · Dialer configuration - Predictive mode parameters · Checked 2026-10-02
3. 3
   To enable answering machine detection, the Terminating Tone Detection toggle on the Configure Campaign Group page must be turned on; it is off by default.

   Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - CPA/AMD note · Checked 2026-10-02
4. 4
   An empty Outdial ANI drop-down in campaign dialer configuration most likely means no suitable dial number is mapped to an entry point in Control Hub, so the mapping should be checked before suspecting the carrier.inferred

   Set up voice settings for Webex Contact Center · Default Outdial ANI, read with Dialer configuration - Outdial ANI · Checked 2026-10-02
5. 5
   A dial number must be mapped to an entry point to be available as the tenant's Default Outdial ANI, and by default the first dial number mapped to an entry point is shown as the default.

   Set up voice settings for Webex Contact Center · Default Outdial ANI · Checked 2026-10-02
6. 6
   If no dial number is mapped to an entry point, the Default Outdial ANI field shows Not Configured.

   Set up voice settings for Webex Contact Center · Default Outdial ANI · Checked 2026-10-02
7. 7
   When a contact reaches its configured maximum attempts for the chosen timeframe, its status changes to Closed and it is not dialed again.

   Contact attempts strategy - Webex Campaign Management · Contact attempts strategy - maximum attempts · Checked 2026-10-02
8. 8
   In progressive and predictive modes the dialer automatically reserves an agent who moves to the Available state and dials contacts; agents do not initiate these calls.

   Configure Voice Outbound Campaign Modes in Webex Contact Center · Types of Outbound Campaign Modes - Progressive / Predictive · Checked 2026-10-02
9. 9
   The contact batch size, the number of contacts sent to the dialer in each push, has a maximum value of 400.

   Dialer configuration - Webex Campaign Management · Dialer configuration - Contact batch size · Checked 2026-10-02
10. 10
    By default, agent reservations for progressive and predictive campaigns are prioritised lower than inbound calls for blended agents.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Blending of Campaign Agents · Checked 2026-10-02
11. 11
    Campaign caller ID precedence from lowest to highest is: CLID on the campaign, CLID on the individual record, then a PreDial event using SetCallerID.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Post-configuration tasks - Calling line identifiers · Checked 2026-10-02
12. 12
    Campaign Manager is integrated in Control Hub through a Custom Connector named CampaignManagerCredential using Basic Auth with the domain link and credentials supplied for Campaign Manager.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - connector step · Checked 2026-10-02
13. 13
    If the contact center has reached the maximum concurrent call limit set for the data center or tenant, no further campaign calls can be made and reason codes are shown on Desktop.

    Make an outbound preview campaign call · Make an outbound preview campaign call - error handling note · Checked 2026-10-02
14. 14
    The campaign's Outdial ANI is selected from a drop-down in dialer configuration whose values come from Control Hub configuration.

    Dialer configuration - Webex Campaign Management · Dialer configuration - Outdial ANI · Checked 2026-10-02
15. 15
    In Webex Campaign Management dialer configuration, the Control Hub channel (Outdial Entry Point) is what associates a campaign with the teams, agents, queues and IVR ports configured in Control Hub.

    Dialer configuration - Webex Campaign Management · Dialer configuration - Control Hub channel · Checked 2026-10-02
16. 16
    Direct preview campaigns do not use Call Progress Analysis, so they do not report the Live Voice telephony outcome, whereas Standard preview does include CPA.

    Voice Outbound Campaigns · Standard preview and Direct preview sections · Checked 2026-10-02
17. 17
    A maximum of three DNC lists can be associated with a campaign, and each DNC list can hold up to 1 million records.

    Contact list requirements · Contact list Requirements & Constraints - DNC lists · Checked 2026-10-02
18. 18
    For campaigns in Running status, DNC scrubbing is performed twice for both manual and SFTP uploads: after upload and before records are sent to the dialer.

    Manage contact lists - Webex Campaign Management · Manage contact lists - Eligible · Checked 2026-10-02
19. 19
    After upload a contact list reports Processed, Valid, Invalid and Eligible counts, where Eligible is valid records excluding those whose phone numbers are all on the associated DNC lists.

    Manage contact lists - Webex Campaign Management · Manage contact lists - Processed / Valid / Invalid / Eligible · Checked 2026-10-02
20. 20
    The outdial entry point for a campaign is assigned the campaign's outdial queue and associated with the flow created for the outbound campaign.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - outdial entry point step · Checked 2026-10-02
21. 21
    Agent Desktop shows distinct pop-up notifications with a Tracking ID for invalid number format, unreachable number, network failure, customer declined, busy and temporarily unavailable outcomes.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Error scenarios and notifications table · Checked 2026-10-02
22. 22
    An agent who wants to leave the reservation state before a customer call is delivered can set their state to Idle and drop the reservation call.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Agent Experience for Predictive/Progressive · Checked 2026-10-02
23. 23
    FCC rules prohibit abandoning more than three percent of telemarketing calls answered live by a person, measured over a 30-day period for a single calling campaign.

    47 CFR 64.1200 Delivery restrictions (annual edition revised as of October 1 2024) · 47 CFR 64.1200(a)(7) · Checked 2026-10-02
24. 24
    The outbound campaign flow uses the PreDial event for ANI customisation and the OutboundCampaignCallResult event for call progress analysis results.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - flow creation step · Checked 2026-10-02
25. 25
    The Manage contact lists page states that a record is invalid only if all of its contact mode values are missing or do not match the field mapping specification.disputed

    Manage contact lists - Webex Campaign Management · Manage contact lists - Invalid count definition · Checked 2026-10-02
26. 26
    The Contact list Requirements page states that if any contact mode in a record is deemed invalid, the entire record is flagged Invalid.disputed

    Contact list requirements · Contact list Requirements & Constraints - data validation · Checked 2026-10-02
27. 27
    In IVR campaign flows, using the End Flow node can leave the call session not properly terminated, so Cisco advises using the Disconnect activity instead.

    Dialer configuration - Webex Campaign Management · Dialer configuration - note on IVR flows · Checked 2026-10-02
28. 28
    Outbound predictive campaign calls require Campaign Manager LCM version 4.2.1.2401 or later.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Prerequisites · Checked 2026-10-02
29. 29
    Outbound progressive campaign calls require Campaign Manager LCM version 4.2.1.2310 or later.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Prerequisites · Checked 2026-10-02
30. 30
    In the 2020 Management Portal era, Cisco TAC documented that any new outdial entry point had to be provisioned by Cisco TAC or SA teams and progressive campaigns relied on callback control scripts.

    Campaign Manager Configurations · Outbound Entry Point Configuration (Preview); Callback Outdial Entry Point (Progressive) · Checked 2026-10-02
31. 31
    A contact list expires after its configured Expiry days, at most 31 days, and the expiry cannot be reconfigured afterwards.

    FAQs - Webex Campaign Management · FAQs - contact list expiry · Checked 2026-10-02
32. 32
    Field mapping in a campaign cannot be changed once at least one contact list has been uploaded, regardless of campaign status.

    Contact list requirements · Contact list Requirements & Constraints - field mapping · Checked 2026-10-02
33. 33
    Webex Campaign cannot scrub contact lists against the US National DNC or US state-level DNC lists; customers must pre-scrub, though corporate or department DNC lists can be uploaded and associated with campaigns.

    FAQs - Webex Campaign Management · FAQs - DNC · Checked 2026-10-02
34. 34
    Webex Campaign Management accepts several phone number formats (E.164 with +, country-code prefix, local number, 0-prefix) but a campaign cannot use more than one phone number format.

    FAQs - Webex Campaign Management · FAQs - phone number formats · Checked 2026-10-02
35. 35
    The contact attempts outcome transaction report records per attempt the dialed number, telephony outcome, contact status after the attempt and the next scheduled time to send to the dialer.

    Contact attempts outcome transaction report - Webex Campaign Management · Report columns list · Checked 2026-10-02
36. 36
    Each telephony outcome in a telephony outcome set carries a wait duration before retry, a Count as call attempt option and a Close contact option.

    Telephony outcome sets - Webex Campaign Management · Telephony outcome sets - outcome settings · Checked 2026-10-02
37. 37
    Auto Answer is not supported for predictive campaign calls.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Types of Outbound Campaign Modes - Predictive · Checked 2026-10-02
38. 38
    Webex Contact Center voice outbound campaigns can be configured and used only if the enterprise has purchased the premium agent license and the Campaign Manager SKU.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Prerequisites · Checked 2026-10-02
39. 39
    Agents must be in the Available state to accept an outbound preview campaign call.

    Make an outbound preview campaign call · Make an outbound preview campaign call - prerequisites · Checked 2026-10-02
40. 40
    An outdial queue used for campaigns supports a maximum of 500 agents.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - outdial queue step · Checked 2026-10-02
41. 41
    Each campaign needs an outdial queue in Control Hub with the Outbound Campaign Enabled toggle turned on.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - outdial queue step · Checked 2026-10-02
42. 42
    The outdial queue used for an outbound campaign must have its Queue Routing Type set to Longest Available Agent.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - outdial queue step · Checked 2026-10-02
43. 43
    Cisco recommends setting the outdial queue maximum time in queue to 3600 seconds so that agent reservation requests do not time out frequently.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - outdial queue step · Checked 2026-10-02
44. 44
    In progressive and predictive campaigns the agent first receives a reservation call and hears a zip tone when a live customer is connected.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Agent Experience for Predictive/Progressive · Checked 2026-10-02
45. 45
    The Daily schedule node sets campaign timings in a time zone chosen from a drop-down, with a basic mode of one daily window and an advanced mode of up to three non-overlapping slots per day.

    Daily schedule · Daily schedule - time zone and scheduling modes · Checked 2026-10-02
46. 46
    With a safe calling window configured, a contact is dialed only if all of its phone numbers fall within their respective local safe calling windows; if any number is outside its window the contact is not dialed.

    Contact attempts strategy - Webex Campaign Management · Contact attempts strategy - Safe calling window · Checked 2026-10-02
47. 47
    For the safe calling window, each phone number's time zone is determined from its area code mapped to a geographic location.

    Safe calling window for a contact · Safe calling window for a contact - time zone determination · Checked 2026-10-02
48. 48
    A contact that fails the safe calling window check is not sent to the dialer.

    Safe calling window for a contact · Safe calling window for a contact - eligibility decision · Checked 2026-10-02
49. 49
    Safe Calling Window became available in the native campaign manager in the What's new entry dated May 21, 2026.

    What's new for administrators in Webex Contact Center · What's new for administrators - May 21, 2026 - Safe Calling Window for call recipients · Checked 2026-10-02
50. 50
    The safe calling window start for a contact is derived from the lowest UTC offset among its phone numbers and the end from the highest UTC offset, narrowing the campaign's own schedule.

    Safe calling window for a contact · Safe calling window for a contact - start and end time calculation · Checked 2026-10-02
51. 51
    The teams configured in the outdial queue's Call Distribution Group must be the same teams confirmed for the campaign in Campaign Manager.

    Configure Voice Outbound Campaign Modes in Webex Contact Center · Steps to configure outbound campaign calls - create agents and teams / outdial queue steps · Checked 2026-10-02
52. 52
    Trial tenants are limited to 1,000 contacts per contact list, 3 active contact lists per campaign, 10 simultaneous campaigns and 20 contacts per dialer submission.

    Limitations - Webex Campaign Management · Limitations - trial tenant table · Checked 2026-10-02
53. 53
    The FTC Telemarketing Sales Rule call-abandonment safe harbour requires technology that abandons no more than 3 percent of calls answered by a person, measured per campaign or per successive 30-day period.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule), 2025 annual edition · 16 CFR 310.4(b)(4)(i) · Checked 2026-10-02
54. 54
    Without prior consent, the TSR prohibits outbound telemarketing calls to a residence outside 8:00 a.m. to 9:00 p.m. local time at the called person's location.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule), 2025 annual edition · 16 CFR 310.4(c) · Checked 2026-10-02
55. 55
    Under the TSR a call is abandoned if the person answers and is not connected to a sales representative within two seconds of their completed greeting; the safe harbour also requires a recorded message naming the seller and ringing at least 15 seconds or four rings.

    16 CFR 310.4 Abusive telemarketing acts or practices (Telemarketing Sales Rule), 2025 annual edition · 16 CFR 310.4(b)(1)(iv); (b)(4)(ii)-(iii) · Checked 2026-10-02
56. 56
    The native campaign manager can infer a contact's time zone from phone area code or postal code for Canada, Mexico, Brazil, Australia and Indonesia, a capability announced March 31, 2026.

    Infer timezone of call recipients - Webex Campaign Management · Infer timezone of call recipients - supported countries · Checked 2026-10-02
57. 57
    For postal-code time zone inference, the postal code headers must be mapped as the string data type and the source of time zone is chosen per country in field mapping.

    Infer timezone of call recipients - Webex Campaign Management · Infer timezone of call recipients - field mapping note · Checked 2026-10-02
58. 58
    Contact list files can be up to 250 MB by file upload and up to 1 GB by SFTP, trial tenants are limited to 1 MB, and file names allow at most 100 alphanumeric or underscore characters.

    Contact list requirements · Contact list Requirements & Constraints - file and size limits · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting Webex Contact Center outbound campaigns that do not dial. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-outbound-campaign-troubleshooting

@misc{warmtransfer-wxcc-outbound-campaign-troubleshooting,
  title  = {Troubleshooting Webex Contact Center outbound campaigns that do not dial},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-outbound-campaign-troubleshooting},
  note   = {Verified 2026-10-02}
}