Subject: Sometimes Orum is unable to dial certain Prospects or phone numbers. This guide explains the reasons why this may be the case and what you can do to resolve the issue.

Next to the List name you will see icons with numbers next to them. The first icon is the number of callable prospects that are on your List. The second number is the number of Uncallable Prospects.

• Uncallable prospects are prospects with no callable phone numbers.

• As long as the prospect has at least one dialable number, they will appear as callable.

• In this example, there is one of each:

Reason I: No phone

If a Prospect has a due task in the list, but no phone number to call, they will appear under the Uncallable section. Most of the time you can click the "Edit in [integration]" button to add a phone number. Once you do so, hit the refresh icon at the top of the dialer and the Prospect will leave the Uncallable section.

Reason II: DNC, Removed, or Snoozed number

If all numbers for a Prospect have been marked as DNC by admins, or "Removed" or "Snoozed" by you in the past, they will appear under the Uncallable section.

• DNC numbers must be re-added by admins.

• For numbers you've removed, you can re-add the number for the prospect if you wish to dial it again; however, most of the time numbers are removed for a reason and it would be better to leave Orum and find an updated number for the Prospect. After you do, refresh your list.

• You can unsnooze a prospect if you wish to dial them.

Reason III: Phone Number consistently fails or Bad Number

When a phone number has failed on at least 3 different days across Orum’s user base, with no successes in between, it is marked as failed in Orum for 30 days. After 30 days, the failure will be lifted so the number can be tried again

When the provided number cannot be parsed due to it containing non-numeric characters (including across extensions), or when the provided number does not match any known country codes, you will see the "Bad phone" message displayed.

In both cases, we recommend finding an updated number for the prospect and refreshing your List.

Reason IV: Duplicate numbers

When you have loaded a list with prospects who share the same phone number, Orum will automatically detect duplicate phone numbers across multiple prospects on the same list. (HQ lines with different extensions will not be considered duplicate). We recommend obtaining a better number to reach the prospect, or skipping the call step/finishing the sequence for that prospect.

Reason V: Marked Invalid

When a rep has marked the number as “Invalid” either from within Orum or within their SEP, you will see "Marked as invalid." We recommend calling these numbers anyway or fetching a better one. Make sure to refresh your list if needed.

Reason VI: The Prospect's phone numbers are in an unsupported or disabled country

Here is an up to date list of the countries we support dialing into. If your desired country is on this list and you believe international dialing needs to be enabled, please contact our Support Team.

Reason VII: Dial Tree or Not In Directory

You will see "Dial Tree" when Orum has previously detected that the prospect's phone number requires navigating a dial tree and you have not yet programmed the dial tree -- meaning Orum attempted navigation automatically and determined that a directory did not exist OR could not determine whether the name matched or did not match in the directory, if one existed. We recommend programming these as needed, fetching a better number to reach the prospect, or you can call anyway.

Appears when Orum has previously detected that the prospect's phone number requires navigating a dial tree where the name does not match the directory and you have not yet programmed the dial tree -- meaning Orum attempted navigation automatically and determined that a directory did exist, but the name did not match. We recommend programming these as needed, fetching a better number to reach the prospect, or you can call anyway.