​ To learn more, see the sources I considered: [[1] Batch Calls Not Dialing](https://discord.com/channels/1186424376300679209/1474098908815949825) [[2] batch calling not working it just stopped, can i get some help](https://discord.com/channels/1186424376300679209/1375610745907187812) [[3] Debug outbound connection issues](https://docs.retellai.com/reliability/debug-outbound-call) ​

support with your specific batch call ID and account details for investigation.

### Answer I understand you're experiencing an issue where your batch calling campaign shows an "ONGOING" status but isn't actually dialing any numbers, eventually moving to "SENT" status without any calls being made or costs incurred [(1) ]() . This is a known issue that other users have encountered [(1) ]() [(2) ]() . Here are the troubleshooting steps to check: 1. Check Call History and Detailed Logs Review your call history for any disconnection reasons and SIP error codes that might explain why calls aren't connecting [(3) ]() . 2. Verify Disconnection Reasons If calls show as

not_connected

, check the

disconnection_reason

field, which could indicate issues such as : -

invalid_destination

- spaces or invalid characters in phone numbers -

telephony_provider_permission_denied

- SIP trunk authentication failed -

telephony_provider_unavailable

- telephony provider errors -

marked_as_spam

- number blocked by carriers 3. Custom Telephony Configuration If you're using custom telephony, double-check your configuration and ensure you've imported the correct information . If the configuration is incorrect, delete the imported number and re-import it . 4. Retell Numbers Limitation If using numbers purchased from Retell, note that they can currently only make calls to US numbers . 5. Contact Support Since other users with this exact issue needed direct support assistance to resolve it [(1) ]() [(2) ]() , I recommend reaching out to Retell AI

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

### Answer --- I understand the issue—your batch campaign shows as running but no calls are being triggered at all, with no call records created in your call history. Since you've confirmed billing and phone number configuration are correct, here are specific areas to investigate: 1. Check for Service Outages On October 28, 2025, Retell experienced intermittent call connection issues from 11:10 AM – 11:34 AM PST due to a telephony provider outage [(1) ]() . While this was resolved, verify if there are any current service issues at [status.retellai.com]() . 2. Review Batch Campaign Configuration - Verify your batch campaign has the correct Batch Call Window settings [(2) ]() . If the window is configured outside your current time/day, calls won't trigger. - Check if CPS (Calls-Per-Second) limits are set too restrictively per provider , which could throttle your campaign to zero. - Confirm Reserved Concurrency settings aren't blocking all available slots . 3. Check for Account-Level Blocks The

concurrency_limit_reached

error can prevent new calls from starting [(3) ]() . Even if billing is set up, verify you haven't hit your concurrency limit in your account settings. 4. API/Configuration Issues If you're using the API to create batch calls, ensure the

override_agent_id

and agent configuration are valid [(2) ]() . Since no call records are being created at all (not even failed attempts) , this suggests the campaign isn't reaching the dialing stage. I recommend contacting Retell support directly with your batch campaign ID for investigation, as this appears to be a configuration or account-level iss

ue rather than call connection failures.

​ To learn more, see the sources I considered: [[1] Intermittent Call Connection Failures](https://community.retellai.com/t/intermittent-call-connection-failures/143) [[2] Platform Changelogs | Retell AI](https://www.retellai.com/changelog) [[3] Debug call disconnection](https://docs.retellai.com/reliability/debug-call-disconnect) ​

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