Audience
- Support agents handling batch outbound incidents
- Workspace admins/operators running outbound campaigns
Prerequisites
- Access to batch campaign/job views
- Access to batch logs or status details
- Campaign ID and job ID for the incident
User-visible symptoms to triage
- Job stuck in running state with no completed calls
- Campaign delivers far fewer calls than expected
- Repeated call failures for a large contact segment
- Duplicate-call concerns after retries
Operational checks in order
1) Confirm job health and stage
- Open the affected job and record current status.
- Confirm whether progress counters are moving.
- Compare expected contacts vs processed contacts.
2) Validate permit and dispatch behavior
- Check whether dispatch is blocked by permit/concurrency limits.
- Confirm retries are occurring for transient failures.
- Verify that non-retryable failures are not being retried indefinitely.
3) Check duplicate prevention behavior
- Confirm there is no duplicate job run started unintentionally.
- Verify repeated deliveries are deduplicated at dispatch layer.
- Ensure recipients are not duplicated in upload source.
4) Determine retry strategy
- Retry only when failures are transient (provider timeout, temporary unavailability).
- Do not mass-retry invalid numbers or permanently failed payloads.
- Prefer targeted retries for affected subset when possible.
Escalation tree
Level 1: Operator self-service
- Recheck job configuration (agent, number, campaign, upload).
- Validate contact file quality for malformed/duplicate numbers.
- Retry a small sample cohort before full relaunch.
Level 2: Support-assisted recovery
- Confirm permit/concurrency symptoms and dispatch progression.
- Collect structured diagnostics (below) from customer.
- Recommend corrected retry path and monitor first 10-20 dispatches.
Level 3: Engineering escalation
Escalate when any of these occur:- Job remains stalled after validated retry path
- Duplicate processing persists despite dedupe checks
- Provider or dispatch failures exceed expected transient threshold
Required diagnostics for support escalation
- Workspace ID
- Campaign ID
- Batch Job ID
- Upload ID (if applicable)
- Time window and timezone
- Symptom summary with screenshot
- Approximate failed vs successful counts
Expected recovery outcomes
- Job progresses and completes with traceable success/failure counts
- Retries are controlled and non-duplicative
- Customer receives clear next action and ETA