### Answer Based on the available sources, there are a few things to check when batch calls appear stuck at "Ongoing" status: Check Call Logs for Actual Progress [(1) ]() The batch call UI can have display delays where the status shows "Ongoing" even when calls are completing . Click on the call logs and check the total sessions at the bottom to see if calls are actually going through . The "sent" number may be smaller than the actual recipients/sessions due to a UI delay, but the calls may still be processing . Known Performance Issues [(2) ]() Other users have reported batch calls processing slower than expected, with some experiencing significantly reduced concurrency (averaging only 6/20 concurrency when limits were 50-60) . In some cases, temporary platform updates caused processing delays . Reserved Concurrency Setting [(3) ]() There's a "Reserved Concurrency" setting that lets you set the number of concurrency reserved for other calls . This could potentially affect batch call processing if configured. Recommended Actions 1. Check your call history to verify if calls are actually being placed despite the "Ongoing" status [(1) ]() 2. Verify your batch call configuration is correct [(4) ]() 3. For workspace-specific issues, contact support directly at [Contact Sales]() [(2) ]() or ask questions on [Discord]() The support team can investigate your specific workspace and batch call performance to determine if there's a tec

hnical issue or configuration problem.

​ To learn more, see the sources I considered: [[1] Batch Calls Stuck at "Ongoing" Status](https://discord.com/channels/1186424376300679209/1450001150135894101) [[2] Batch calls are very slow today](https://community.retellai.com/t/batch-calls-are-very-slow-today/534) [[3] Platform Changelogs | Retell AI](https://www.retellai.com/changelog) [[4] Create Batch calls](https://docs.retellai.com/deploy/make-batch-call) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

@AI Evy , If I go to the Phone Number and choose "Make an outbound call", it works that way.

### Answer Since manual outbound calls from the Phone Number work but batch calls are stuck at "Ongoing," this suggests the issue is specific to the batch calling system rather than your phone number or agent configuration. [(1) ]() Potential Causes: Batch Call Queuing Issue - Batch Calling queues your calls without hitting concurrency limits [(2) ]() , but if there's a system-level delay or processing issue, the queue may not be initiating calls even when concurrency is available. Reserved Concurrency Setting - Check if you have a

reserved_concurrency

value set in your batch call configuration. [(3) ]() This parameter specifies the number of concurrency reserved for all other calls that are not triggered by batch calls, such as inbound calls. If set too high, it could prevent batch calls from starting. Batch Call Configuration - Verify your batch call was created correctly with the required fields:

from_number

and

tasks

(containing

to_number

for each recipient) . Recommended Actions: 1. Check your batch call configuration for any

reserved_concurrency

settings that might be blocking execution 2. Verify the batch call status and logs in your dashboard 3. Try creating a new batch call with minimal tasks (1-2 numbers) to test if the issue persists 4. Contact support directly with your batch call ID and workspace details: - Visit [Documentation]() - Visit [Hire certified Retell partner]() Since manual calls work, this points to a batch-specific processing issue that support can investigate at the workspace level.

​ To learn more, see the sources I considered: [[1] Streamline Calls with Retell AI’s Batch Dialer | Retell AI](https://www.retellai.com/blog/boost-operation-efficiency-with-retell-ais-batch-calling) [[2] Batch Calling, New Docs, and More Improvements!](https://www.retellai.com/changelog/batch-calling-new-docs-and-more-improvements) [[3] Create Batch Call](https://docs.retellai.com/api-references/create-batch-call) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer Based on your configuration, this appears to be the issue causing your batch calls to remain stuck at "Ongoing." The Problem: With a Concurrent Calls Limit of 20 and Reserved Concurrency for Other Calls set to 5, your batch calls only have 15 concurrent slots available to process calls [(1) ]() . However, the system is showing "Reserved Concurrency for Other Calls" as 15, which would leave only 5 slots for batch processing. Understanding Reserved Concurrency: The

reserved_concurrency

parameter specifies the number of concurrency reserved for all other calls that are not triggered by batch calls, such as inbound calls . According to the API documentation, this is the "Number of concurrency reserved for all other calls that are not triggered by batch calls, such as inbound calls" [(2) ]() . What's Happening: If the system is interpreting your configuration as reserving 15 slots for other calls, your batch calls would only have 5 concurrent slots available (20 total - 15 reserved = 5 for batch) . With such limited concurrency, the batch processing would be extremely slow or appear stuck. Recommended Actions: 1. Verify the reserved_concurrency setting in your batch call configuration - check if it's explicitly set to 5 or 15 [(1) ]() 2. Try setting reserved_concurrency to 0 when creating your batch call to allocate all 20 concurrent slots to batch processing 3. Check your batch call status in the dashboard to see if calls are processing slowly rather than completely stuck [(3) ]() If the issue persists after adjusting the reserved concurrency setting, contact support with your b

atch call ID and workspace details for investigation.

​ To learn more, see the sources I considered: [[1] Create Batch Call](https://docs.retellai.com/api-references/create-batch-call) [[2] API Documentation Error for Batch Calling](https://discord.com/channels/1186424376300679209/1451330558679584871) [[3] Create Batch calls](https://docs.retellai.com/deploy/make-batch-call) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

@AI Evy , I only show 2 as "Outgoing" in the Batch Call screen. The batch_call_id is "batch_call_b3e83eac16565e38a7097" and "batch_call_30e75a9ed6f420de15827".

### Answer Based on your situation showing only 2 calls as "Outgoing" when you have 20 concurrent slots available and reserved concurrency of 5, this indicates a processing issue rather than a concurrency limitation. What "Outgoing" Status Means: According to the batch call documentation, batch calls progress through different statuses: Draft, Planned, Ongoing, and Sent [(1) ]() . When calls show as "Outgoing," they should be actively dialing. Why Only 2 Calls Are Processing: With your configuration (20 total concurrency, 5 reserved for other calls) , you should have 15 slots available for batch processing [(2) ]() . The fact that only 2 calls are showing as "Outgoing" suggests the batch system isn't utilizing your available concurrency properly. Known Batch Processing Issues: Other users have reported similar slow batch call processing, with some experiencing significantly reduced concurrency averaging only 6/20 when limits were 50-60 [(3) ]() . In some cases, temporary platform updates caused processing delays . Immediate Actions: 1. Check Call History - Navigate to your call history and verify if calls are actually completing despite the low "Outgoing" count [(1) ]() 2. Verify Batch Configuration - Ensure your batch calls were created correctly with the required

from_number

and

tasks

fields [(2) ]() 3. Contact Support - Since manual outbound calls work but batch calls are stuck with your specific batch IDs, this requires workspace-level investigation. Visit [Documentation]() or [Hire certified Retell

partner]() [(1) ]() Provide support with your batch_call_ids ("batch_call_b3e83eac16565e38a7097" and "batch_call_30e75a9ed6f420de15827") and workspace details for direct investigation.

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

​ To learn more, see the sources I considered: [[1] Create Batch calls](https://docs.retellai.com/deploy/make-batch-call) [[2] Create Batch Call](https://docs.retellai.com/api-references/create-batch-call) [[3] Batch calls are very slow today](https://community.retellai.com/t/batch-calls-are-very-slow-today/534) ​