Outbound Batch Calls Showing “Sent” Status But Zero Calls Actually Placed
Hi everyone,
I’m experiencing an issue with outbound batch calls and could use some help. When I create a batch call, upload my CSV, and hit “Send Now,” the status changes to “Sent” — but when I check the logs, zero calls were actually placed. Zero sent, zero answered, zero successful. This has never happened before; batch calling has been working fine for me up until now.
Here’s what I’ve already checked based on what I’ve found so far:
Phone Number Configuration — My “From Number” is properly bound to my agent in the Retell dashboard. This is the same number I’ve been using successfully for previous batch calls.
CSV Format — My CSV includes the required header row with a “phone number” column. I’ve verified the formatting twice and it matches the template. Numbers are in the correct format.
Call History — I checked the call history to see if it was just a UI delay, but no calls appear there either. It’s not a display issue — the calls genuinely aren’t being placed.
Time Window — I’ve verified that my calling hours and timezone settings are correct and that I’m sending within the allowed window.
CPS Limits — I haven’t changed my CPS settings, and I wasn’t hitting any limits before this started happening.
Despite all of this, the batch still shows “Sent” with zero calls going out. Has anyone else run into this? Is there something I might be missing, or is this potentially a platform-side issue?
Any help or suggestions would be greatly appreciated. Thank you!
