Troubleshooting AI Dialer calls that fail to connect

Learn what a call error in the AI Dialer means and how to place the call again.

Overview

When a call cannot be placed or drops, the AI Dialer shows a notification in GTM One and the dialer panel returns to its idle state. Most call errors end with the text "[Error code: " followed by a number. Keep that number: it tells ZoomInfo support exactly what the phone network reported.

Some errors mean the call was refused because of the number you dialed. Those calls do not ask you to log a call afterward, because no call took place. Other errors mean the connection between your browser and the dialer broke, which a reload usually fixes.

Place the call again after an error

1. Read the notification and find the message in the list below.
2. If the message points to the number (invalid, out of service, blocked), check the number on the contact or company profile and correct it if you can.
3. If the message points to your connection, check your internet connection, then reload GTM One.
4. Click the call button again. If a call log is still open from an earlier call, fill it in or cancel it first. The dialer does not place a second call until you do.
5. If the same error comes back for a number you know is good, contact ZoomInfo support and give them the full message, including the error code.

If the error names a microphone

The dialer needs your microphone to place a call. Open your browser's site settings for GTM One, allow the microphone, and reload. See How to choose your microphone and speaker for calls and Troubleshooting AI Dialer setup, microphone and phone number problems.

If you see an error

• "Call failed to connect" The phone network could not connect the call and gave no further reason. Try again, and reload GTM One if it repeats.
• "Call failed to connect. The number might be out of service." The number you dialed is not in service. Check the number and try another one for the contact.
• "Call failed to connect. The number might be invalid or blocked. Please check the number and try again." The network declined the call. Check the digits, including the country code, and try again.
• "The phone number you're trying to call might be invalid." The number is not in a form that can be dialed. Correct the number and try again.
• "You may not have permission to call this international phone number. Please contact ZoomInfo support at 1 (866) 904-9666 to request." Your account is not set up to call that country. Contact ZoomInfo support to request it.
• "Call blocked by voice provider due to regulatory and fraud reasons" The voice provider blocked the call. Contact ZoomInfo support with the error code.
• "Call was blocked due to poor reputation score." The voice provider blocked the call because of the reputation score it holds for the call. Contact ZoomInfo support with the error code. Your dialer number is set in How to choose your dialer phone number.
• "Call connection error. Please check your internet connection and try again" The connection to the dialer timed out or ended. Check your internet connection and try again.
• "Dialer connection error. Please reload and try again." The dialer lost its connection during a call. Reload GTM One and call again.
• "Error starting phone call with prospect. Please reload and try again." The call could not be started for a reason the dialer did not identify. Reload and try again.
• "Error starting phone call. Please reload and try again." The dialer could not set up the call. Reload and try again.
• "Twilio connection error. Please reload and try again" The dialer could not reach the voice provider. Reload and try again.
• "Error performing VOIP action. Please try again." A call action failed with an error the dialer does not have a message for. Try the action again, and contact ZoomInfo support with the error code if it repeats.
• "To call another number, please complete your current call and fill out/cancel the call log." A call is still active. End it, then log or cancel the call log.
• "To call another number, please complete/cancel the call log." The previous call is waiting for its log. Fill in the log or cancel it.
• "A device error occurred" The dialer reported a problem without details. Reload and try again.

Resources

• How to place a call with the AI Dialer
• How to log a call in the AI Dialer