DialNexa Batch Call Retries And Statuses

Understand DialNexa batch call statuses, campaign lifecycle, recipient call statuses, retry count, retry interval, retry expiry, and result counters.

DialNexa batch call statuses show whether a campaign is being drafted, scheduled, waiting behind another batch, actively sending calls, paused, completed, cancelled, or deleted. Recipient results inside that campaign still use call statuses such as completed, did_not_pick, busy, no_answer, failed, cancelled, and retry_expired.

Read campaign status and recipient call status separately. A campaign can be running while many recipient calls are still created, initiated, or sent. active can still appear in older filters or data, but new campaign lifecycle decisions use waiting, scheduled, and running. initiated also appears in both tables below with different meanings.

Batch Lifecycle State Machine

The current batch lifecycle is a state machine. draft, scheduled, and waiting prepare the campaign, running is the only active sending state, and final states such as completed, cancelled, and deleted stop normal batch movement. DialNexa runs one running batch per organization at a time. If a running batch must be stopped permanently, pause it first, then cancel the paused batch.

DialNexa Batch Call Retry And Status Values

These statuses apply to the campaign container.

Status	Final?	What it means	What to do next
draft	No	The campaign is saved for review and is not placing calls.	Review recipients, dynamic variables, number, schedule, and retries.
scheduled	No	The campaign has a future start time and is waiting for that window.	Confirm the schedule, number, wallet, and recipient file before the start time.
waiting	No	The campaign is accepted but waiting for the organization queue, start window, or another batch ahead of it.	Let the earlier batch finish, or pause or cancel if this batch should not run next.
running	No	DialNexa is preparing, sending, or monitoring calls for the campaign. This is the only active sending state.	Watch Call History, attempts, picked-up count, and retry history. Pause before cancelling permanently.
paused	No	New call processing is stopped temporarily. Calls already initiated can still finish. Pending retry calls are parked so they do not continue dialing while the campaign is paused.	Resume when ready or cancel if the campaign should stop permanently.
completed	Yes	No pending direct calls or retry children remain for the campaign.	Export results and separate completed, failed, and did-not-pick groups.
cancelled	Yes	The campaign was stopped permanently. Queued calls and queued retry children can be marked cancelled.	Create a new campaign if you need to call the list again.
deleted	Yes	The campaign is no longer active in normal batch operations.	Use remaining exports or audit records if you need historical evidence.
active	Compatibility value	Older data or filters may use this ready-state label. New scheduled and queued work should appear as scheduled or waiting.	Treat it as non-final, then fetch the batch for current details.
initiated	Compatibility acknowledgement	The create response was accepted and returned a batch id. It is not the long-running campaign state.	Fetch the batch or review Call History for the current status.

Batch Queue Conflicts

DialNexa runs one batch campaign per organization at a time. If another batch is already running or waiting, a new batch can enter waiting and start when the earlier queue clears. The dashboard also warns when a scheduled batch starts within the next 30 minutes, because it may affect when the new batch can begin.

Publishing an agent can also surface batch conflicts for the selected phone number. Resolve blocking campaigns before publishing: edit draft batches, pause running batches, and cancel waiting or scheduled batches when they should not use the agent or number.

Recipient Call Statuses

Each recipient attempt becomes a call log. These statuses are the ones you filter and export from Call History.

Call status	Final?	Meaning in a batch campaign	Common follow-up
created	No	The recipient call log exists and is queued or prepared.	Wait for progress. Investigate if it stays here too long.
initiated	No	Call setup has started.	Wait for provider updates.
sent	No	The outbound request was sent to the provider.	Monitor for connection or final outcome.
received	No	DialNexa received an inbound or provider callback event.	Wait for a later call event.
completed	Yes	The call connected and ended.	Review transcript, summary, fields, and end_reason.
did_not_pick	Yes	The recipient did not answer or voicemail was detected.	Retry if rules allow, or export for follow-up.
busy	Yes	The line was busy or rejected as busy.	Retry later or export with no-answer outcomes.
no_answer	Yes	The provider returned no answer.	Review route and retry strategy.
failed	Yes	The call failed before a useful conversation.	Inspect end_reason, number validity, route, wallet, and provider errors.
cancelled	Yes	The call was stopped before completion, often because the campaign was cancelled.	Confirm the cancellation was intentional.
retry_expired	Yes	Retry handling ended without a successful final result.	Review retry count, retry interval, and attempt history.

Retry Controls

Retry settings are configured before launch.

Control	Behavior
Retry count	Number of additional attempts after the first attempt. The create page validates this value before sending.
Retry interval	Time between retry attempts. The create page validates that a non-zero retry count has a non-zero interval.
Zero retries	Each recipient receives only the first attempt.
Retry history	Call History can expand a call row to show retry attempts.
Retry expiry	A recipient can end as retry_expired when retry handling no longer has an eligible attempt.
Paused retries	Retries that have not dialed yet stay queued while the campaign is paused. When resumed, DialNexa releases them relative to the resume time.

Campaign Counters And Attempts

Use counters to understand campaign progress, but use Call History for exact recipient evidence.

Counter	What it means
Recipients	Total recipients loaded into the campaign.
Attempts	Placed initial and retry attempts. Rows with retries can show a tooltip that breaks attempts into Initial call, 1st retry, 2nd retry, 3rd retry, and 4th retry.
Picked Up	Initial and retry call attempts whose call log reached completed. In-progress and unanswered outcomes are excluded.
Last Call Sent	Latest dispatch time across initial calls and retry children. A later retry can move this timestamp forward.
Completed leads	Calls counted as completed.
Failed leads	Calls counted as failed, including failed, busy, and no-answer outcomes.
Did not pick count	Calls counted as did not pick.

Attempt totals are stage-based. The initial stage uses the campaign recipient count. Retry stages use the retries that were scheduled for that depth. A queued, expired, or cancelled retry is still part of the stage total, but it is not counted as attempted until it leaves the queued state.

The Picked Up label is based on completed call logs, not only the first call placed for each recipient. A recipient with a completed retry can therefore increase Picked Up after the initial attempt failed or went unanswered.

How Statuses Affect Exports

1. Filter by campaign

   Open Call History through the batch campaign or use the batch call id filter.

2. Separate final statuses

   Export completed, failed, cancelled, did-not-pick, busy, no-answer, and retry-expired groups separately when operations needs different follow-up.

3. Keep in-progress rows out of final reporting

   created, initiated, sent, and received are not final outcomes.

4. Review end reasons

   Use end_reason to separate invalid numbers, busy lines, destination blocks, voicemail, capacity, and balance problems.

Tune Retries For A Campaign

1. Start with a small run

   Estimate answer rate, busy rate, and invalid-number rate before scaling.

2. Use a realistic interval

   Avoid retrying so quickly that recipients experience duplicate calls.

3. Check final status distribution

   Compare completed, did not pick, busy, no answer, failed, cancelled, and retry expired rows.

4. Clean the next list

   Remove invalid numbers, update preferred timing, and adjust the message before the next campaign.

Troubleshooting Batch Statuses

Campaign is waiting or scheduled but no calls are going out

Check start time, workspace readiness, outbound number assignment, wallet balance, and whether another campaign is already running for the organization.

Campaign is running but recipient rows are still created

Give the scheduler and provider updates time to progress. If rows stay stale, inspect route readiness and queue processing.

Campaign was cancelled but some calls completed

Calls already initiated before cancellation can still finish. Cancellation stops queued and future work.

Campaign is paused but retries still appear pending

That is expected. Pending retries stay as outstanding work while paused, then resume from a fresh retry time when the campaign is resumed.

Retry count looks higher than expected

Count the first attempt plus additional retries. Retry count controls extra attempts, not total attempts.

Related Reading

Recipient Results

Read recipient outcomes and export rows.

Call History

Filter and inspect campaign-linked calls.

Retry Review

Inspect retry chains.

Statuses Reference

Compare call, batch, workflow, and transfer statuses.