Dialer looks stuck on one lead

This article is for the report that usually sounds like: "the dialer is not moving past the first lead." It is meant for a first support pass before deeper runtime debugging.

What to ask the user

• What time did it happen?
• What was the lead name or row number?
• What operator type? Browser operator or phone operator?
• Did the UI show READY before the prospect was dialed?
• If browser operator: were they on Chrome desktop with a wired headset, and was Bluetooth or a VPN in use?
• If phone operator: did they click Start Call, call the displayed Twilio number from the registered phone, and wait for READY?
• What is the last visible log message in the runtime area?

What the user should try first

1. If READY is missing, stop there and restore the operator first.
2. Browser operator: reconnect browser audio in Chrome and wait for READY.
3. Phone operator: call the displayed Twilio number again from the registered phone and wait for READY.
4. If a prospect or buyer leg is still hanging around, use End All Calls.
5. Restart the dialer from the correct selected row only after READY returns.

What changed in the dialer

• Both operator modes now use a persistent operator session.
• Prospects are only dialed when the operator is READY.
• If the operator drops or browser audio disconnects, autodial pauses immediately.
• If a prospect answers without a READY operator, the prospect leg is ended immediately unless an approved buyer handoff is already active.

When to escalate

• The same lead stays locked even though the operator returned to READY.
• The log keeps repeating that the operator is not ready even after reconnecting browser audio or redialing the Twilio number.
• The log keeps repeating that a prospect or buyer is still active after End All Calls.
• The user can reproduce the problem more than once on the same flow.

For the full operator setup and browser requirements, open Operator READY and browser requirements.