---
title: How to Troubleshoot a Rejected Call in Call Logic
description: This guide explains how to determine whether the call was filtered before reaching a Campaign or connected to a Campaign but did not meet its requirements.
---
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# How to Troubleshoot a Rejected Call in Call Logic
## When a call is rejected in Call Logic, there are several steps you can take to determine what caused the rejection. A rejection does not always mean there is a technical issue. Calls can be rejected because of Campaign filters, pricing requirements, Buyer availability, caps, duplicate settings, Duration to Sell requirements, or Buyer and integration responses.
This guide explains how to determine whether the call was filtered before reaching a Campaign or connected to a Campaign but did not meet its requirements.
### Step 1: Find the Call
Go to **All Reports \> Call \> Search Call** or **Call Details** section, select the corresponding Product, and search using the Lead ID or consumer’s phone number. Each call has a unique Lead ID, making it the most precise way to find the call. If you search by phone number, use the date and time to identify the correct record, as the same consumer may have called multiple times. Click the Lead ID to open the call details.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-12-09-54-8423-PM.png?hsLang=en)
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-12-09-53-8850-PM.png?hsLang=en)
Before reviewing individual logs, confirm:
- Product;
- Lead ID;
- Consumer’s phone number;
- Date and time of the call;
- Publisher;
- Lead status;
- Ping Tree used;
- Campaign or Buyer involved, if available;
- Campaign price, if available.
Once you have confirmed the correct call, begin with the **“Lead Body”**.
### Step 2: Review the Lead Body
The **“Lead Body”** tab shows the data associated with the call. Confirm that the information matches what you expected to receive.
For many calls, the available data may include only:
- Phone number;
- ZIP Code;
- State.
Often, Publishers don’t submit additional consumer data with a call, but if additional data was submitted, it will also appear in the Lead Body.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-12-09-54-4628-PM.png?hsLang=en)
### Step 3: Review the Filter Log
The **“Filter Log”** tab is one of the most important areas when troubleshooting rejected calls because it shows the Ping Tree and campaigns the call attempted to route through.
Look for:
- **A gray “Filtered” button:** Expands the list of Campaigns that filtered out the call. The number on the button indicates how many Campaigns filtered it. For example, **Filtered (4)** means four Campaigns filtered out the call.
- **The “Messages” column:** Explains why each listed Campaign filtered out the call.
- **A green Campaign box:** Indicates that the call reached a Campaign. The Campaign name appears in the **“Campaign”** column.
Use this information to determine which of the following scenarios applies.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-12-09-53-5735-PM.png?hsLang=en)
### Step 4: Determine Where the Rejection Occurred
#### Example 1: The Call Was Filtered Before Connecting to a Campaign
If there is no green Campaign box or bar, expand the **“Filtered”** list and review the **“Messages”** column.
Check the settings associated with the reported reason:
- **Date Filter:** The Campaign was unavailable according to its schedule. Review its operating days, start and end times, and time zone against the call’s date and time.
- **Present / Do Not Present rules:** The call did not meet a configured rule. Compare the Campaign’s requirements with the ZIP Code, State, Publisher, or other data in the Lead Body.
- **Concurrency Cap:** The Buyer or Campaign may have reached its maximum number of simultaneous calls. Concurrency-related messages may include a value followed by 1\_online. Review the Campaign’s concurrency settings and the information shown in the Filter Log.
- **Other filters or restrictions:** Follow the specific message to review the relevant Campaign filters, caps, duplicate settings, validation rules, or Buyer availability.
#### Example 2: The Call Connected to a Campaign but Was Rejected
If a green Campaign box or bar appears, the call reached a Campaign. A rejected status does not necessarily mean the call failed to connect to the Buyer.
One possible reason is that the call did not meet the Campaign’s **Duration to Sell** requirement. Continue with the duration checks below.
### Step 5: Review Duration to Sell
Go to the **Client Management \> Campaigns** section, click the **“Configure”** button next to the corresponding Campaign, click the **“Integration”** tab, and select the **“Duration to Sell”** subtab. The **“Duration to Sell”** subtab determines how long the call must remain connected to the Buyer before Phonexa considers it billable.
Compare the Campaign’s Duration to Sell requirement with the call’s Buyer Duration.
**Example:**
- Duration to Sell: **30 seconds**;
- Time connected to the Buyer: **20 seconds**.
The call connected, but it did not meet the required 30-second threshold. It is therefore non-billable and may display a rejected status.
[](https://support.phonexa.com/hubfs/undefined-Nov-13-2026-12-09-55-1836-PM.png?hsLang=en)
### Step 6: Compare Duration and Buyer Duration
When reviewing the call, distinguish between these two values:
- **Duration:** The total call duration, including time spent in Phonexa’s routing process and connected to the Buyer until the call ends.
- **Buyer Duration:** Begins when Phonexa detects that the Buyer’s side has answered the call.
**Example:**
The Buyer’s phone rings for **10 seconds**, and the Buyer then speaks with the consumer for **25 seconds**.
The approximate values would be:
- Duration: **35 seconds**;
- Buyer Duration: **25 seconds**.
The initial ringing time is included in the total Duration but not in Buyer Duration.
When investigating Duration to Sell, Buyer Duration is generally the more relevant value.
### Step 7: Check for IVRs, Automated Greetings, and Hold Time
Buyer Duration does not necessarily begin when a live agent answers. It may begin when the Buyer’s phone system answers with an IVR, automated greeting, or hold message.
For example, the Buyer’s system may answer with: “Thank you for calling. Please wait while we connect your call.”
Phonexa may detect this as the Buyer answering and start counting Buyer Duration while the consumer waits for an agent.
**Example:**
- Duration to Sell: **30 seconds**;
- IVR or hold messaging: **10 seconds**;
- Conversation with a live agent: **25 seconds**.
Phonexa may report approximately **35 seconds** of Buyer Duration, meeting the Campaign’s 30-second requirement. However, the Buyer may count only the **25 seconds** of live-agent conversation.
If the durations differ, determine when the Buyer’s phone system answered, not only when a live agent began speaking.
### Before Contacting Phonexa Support
If you are unable to determine the cause of the rejection, gather the following information:
- Product;
- Lead ID;
- Consumer’s phone number;
- Date and time of the call;
- Publisher;
- Publisher’s price (Tier);
- Ping Tree;
- Campaign or Buyer involved;
- Expected behavior;
- Actual behavior;
- Relevant Filter Log messages;
- Campaign’s Duration to Sell;
- Duration and Buyer Duration;
- Buyer-reported duration and details of any IVR or hold time, if relevant;
- Buyer or integration response, if applicable.
Providing these details will help the Phonexa team investigate the issue more efficiently.
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