If calls are not connecting, the first step is to identify where the call failed. “Not connecting” can mean Moja AI could not find an eligible route, a buyer was selected but did not answer, RTB did not return a usable destination, or the caller hung up before routing completed.
This guide walks through how to diagnose the issue using Call Logs, routing settings, buyer or target availability, and RTB logs when applicable.
A call can connect successfully but still fail to qualify for payout if it does not meet the campaign’s conversion or duration rules.
What “not connecting” means
Failure layer | What it means |
No buyer or target selected | Moja AI could not find an eligible destination for the call. If the disconnect reason is Routing Plan Not Active, Moja AI never built a route. Check that the campaign’s routing plan is Active, not only that a routing plan is selected. |
Buyer selected but call failed | A route was chosen, but the destination did not answer, rejected the call, or failed to connect. |
RTB no-bid or no destination | RTB happened, but buyers rejected the request or did not return a valid bid/destination. |
Caller abandoned | The caller hung up before routing completed or before the destination answered. |
Step 1: Open the Call Log
Start with the affected call in Call Logs. Use the approximate time, caller ID, tracking number, campaign, or buyer name to find the call.
If the call never appears in Call Logs, start by checking whether the tracking number is assigned to the correct campaign and whether the traffic source is sending calls to the right number or inbound source.
Step 2: Review the key fields
These fields usually tell you which layer failed:
Field | What to look for | What good looks like |
Campaign | Did the call match the expected campaign? | The call is attached to the campaign you intended to receive traffic. |
Publisher / source | Which traffic source sent the call? | The expected publisher/source is shown. |
Routing plan | Which routing plan was used? | The campaign is using the intended routing plan. |
Selected buyer | Was a buyer selected? | An eligible buyer was selected when one should have been. |
Selected target | Was a target selected? | The expected active target was selected. |
Call status | Did the call connect, fail, timeout, or end early? | Connected calls should show a successful or completed status; failed calls should show a clear failure, timeout, or disconnect reason. |
Disconnect reason | Who or what ended the call? | Reason explains whether the caller, buyer, carrier, or system ended the call. |
Duration | How long did the call last? | Long enough for the expected connection or qualification rule. |
Processing / routing time | How long did routing take? | Routing completes before the caller hangs up or before the campaign timeout is reached. |
RTB result | Did RTB return a winning bid and destination? | A valid buyer/destination was returned when RTB was expected. |
Step 3: Active, inactive, and paused objects
Before deep troubleshooting filters, caps, RTB bids, or SIP codes, confirm each object in the call path is on, attached, and not paused.
A campaign can be active while its routing plan is off. A routing plan can be active while every target or RTB formula on it is inactive or paused. Any of those can produce “calls not connecting,” often with no buyer or target selected.
Quick path check
Tracking number → assigned to the correct campaign
Campaign → Active
Campaign → routing plan exists and is Active
Routing plan → at least one target or RTB route that should take traffic
That target or RTB formula → Active and not paused
If you use an RTB group → at least one formula in the group is still eligible
How this shows up in Call Logs
What you see | Likely cause | What to check |
Disconnect / reason Campaign Not Active | Campaign is turned off | Activate the campaign |
Disconnect / reason Routing Plan Not Active; no buyer/target; short or 0s call; often SIP 603 | Routing plan is attached but inactive | Open the campaign’s routing plan → set Active, or attach a different active plan, then test the tracking number |
Reason No Routing Plan or Routing Plan Not Found | Campaign has no plan, or the plan link is broken | Attach a valid, active routing plan |
Call never appears in Call Logs | Number or traffic source not pointed at the campaign | Tracking number assignment and inbound source setup |
Call appears, no buyer/target; route or lifecycle shows Target is not active or Target is paused | Destination target is off or paused | Activate or unpause the target; confirm a backup route if you expect failover |
RTB ran but no winner; formula not active or paused | RTB formula is off or paused, or the group has no eligible formulas | Activate/unpause the formula; confirm it is still in the RTB group |
Inbound RTB ping fails with campaign or routing plan not active | Same campaign/plan gates on the publisher ping before a call is dialed | Activate campaign and routing plan before publishers send traffic |
Notes
Active on the campaign does not mean the routing plan or targets are active.
Paused is a temporary off state, common on targets and RTB formulas. Check pause status, not only the Active toggle.
Inactive or paused targets/formulas often look like “no eligible destination,” not always a top-level reason of Campaign Not Active or Routing Plan Not Active.
Publishers more often fail from missing assignment, allowlists/filters, or caps than from a simple publisher active-status issue. Still confirm the number is tied to the expected publisher and campaign.
Hours, caps, filters, duplicate rules, blocked numbers, buyer no-answer, and RTB no-bids are separate from Active/paused. Use the sections below after this checklist passes.
Step 4: Identify where the call failed
No buyer or target selected
This usually means there was no eligible destination at the time of the call. First confirm nothing required in the path is inactive or paused: campaign, routing plan, targets, and RTB formulas.
Check: target active/paused status, buyer/target hours and timezone, caps, filters, duplicate rules, routing plan, routing plan active status, and campaign setup (including campaign active status).
If failures happen only at certain times, check both the campaign timezone and the target or buyer hours.
Buyer selected but call failed
This means Moja AI selected a destination, but the destination did not successfully answer or complete the connection.
Check: target phone number or SIP endpoint, buyer availability, disconnect reason, carrier response, duration, and whether the buyer rejected or failed the call.
If the destination uses SIP, SIP response codes can help explain what happened. For example, a 4xx code usually points to a request or destination issue, while a 5xx code usually points to a server-side failure. See What are SIP responses? for a reference list.
RTB no-bid or no destination
If RTB is involved, the call may fail because no buyer returned a winning bid, no valid destination was returned, or the bid expired before the call could route.
Check: RTB logs, bid responses, reject reasons, timeout settings, processing time, and whether the winning buyer returned a valid transfer number or SIP destination.
Caller abandoned
If routing takes too long, the caller may hang up before Moja AI selects or connects a destination.
Check: processing time, RTB response time, routing time, timeout settings, and whether too many buyers are being pinged before a destination is selected.
Common causes
The campaign is inactive while numbers still receive traffic. Calls can reach Moja AI, but the campaign may not be eligible to route them. This may appear as Campaign Not Active.
The attached routing plan is inactive while the campaign and number are live. If the plan is turned off, calls can fail before Moja AI selects a buyer or target.
The plan’s targets or RTB formulas are inactive or paused, so nothing eligible remains. A plan can be selected and active while every destination inside it is unavailable.
The campaign has no routing plan, or the plan reference is missing/invalid. Moja AI needs a valid routing plan or call-flow path to choose a destination.
No eligible buyer or target is available. The target may be active but blocked by hours, caps, filters, duplicate rules, or availability settings.
The campaign is using the wrong routing plan. The campaign may be pointing to an old, incomplete, inactive, or unintended routing plan.
The tracking number is not assigned to the correct active campaign. Numbers route through the campaign they are assigned to.
Buyer or RTB responses are too slow. If buyer or RTB responses take too long, the caller may hang up or Moja AI may time out before a valid destination is selected.
The buyer destination is not reachable. The target phone number or SIP endpoint may be unavailable, rejecting calls, or misconfigured.
RTB buyers are not returning valid bids and destinations. A bid must include a usable destination for the call to route successfully.
Troubleshooting table
What you see | Likely cause | What to check |
Call never appears in logs | Number/source not pointed at the campaign | Tracking number assignment and inbound source setup |
Call appears but no buyer selected | No eligible destination | Target active status, hours/timezone, caps, filters, duplicate rules |
Call log reason Routing Plan Not Active; no buyer/target; SIP 603 / 0s | Routing plan turned off | Campaign → routing plan → Active; or attach an active plan |
Buyer selected but no answer | Buyer or destination issue | Target phone/SIP endpoint, buyer availability, disconnect reason |
Call disconnects quickly | Caller abandoned or destination rejected | Disconnect reason, duration, lifecycle, SIP response if applicable |
Calls fail only after volume increases | Caps, pacing, or concurrency limit | Daily/hourly caps, concurrency, buyer limits, budget limits |
Calls fail outside certain times | Hours or timezone mismatch | Campaign and target hours, timezone settings, buyer schedule |
RTB request sent but no winner | Buyers rejected or no-bid | RTB logs, bid responses, reject reasons |
RTB winner exists but call does not connect | No valid destination or transfer failed after win | Winning bid destination, transfer number/SIP endpoint, timeout, SIP response |
Call reaches the wrong buyer or target | Routing plan/order mismatch | Campaign routing plan, target priority, weights, filters |
Common fixes
Activate the campaign if it should be taking traffic.
Activate the routing plan, or point the campaign at an active plan, then test the tracking number.
Activate or unpause the target or RTB formula that should receive calls; confirm the RTB group still has eligible formulas.
Confirm the tracking number is assigned to the correct active campaign.
Correct the campaign’s routing plan if it is pointing to an old, incomplete, or unintended plan.
Adjust target hours and timezone.
Increase or reset caps if appropriate.
Review duplicate and caller availability rules.
Confirm RTB buyers are returning valid bids and destinations.
Reduce slow RTB paths or tune timeout settings.
Test the destination phone number or SIP endpoint directly.
When to contact support
If the campaign, tracking number assignment, routing plan (and its active status), target/RTB active and pause status, hours, caps, and RTB responses all look correct but calls still do not connect, contact support.
What to include when contacting support
Call log ID or example call
Campaign name
Approximate time range
Tracking number
Expected buyer or target
What happened versus what you expected
RTB request ID or SIP response code, if applicable
Including the call log ID, time range, and expected buyer or target helps support trace the exact routing decision without guessing.