Predictive campaigns can hold a number because of recent attempts, a cooldown, exhausted carrier-failure retries or a manual campaign blacklist. Inspect the reason for the particular number before changing it. These controls affect predictive selection in the selected campaign; they are not a replacement for consent records or an account-wide do-not-call policy.
1. Open the correct campaign and reason
Open Campaigns, manage the intended predictive campaign, select the monitor’s Queue tab and find Numbers on hold. The number actions are available to the account owner. Confirm the campaign name, number and any associated contact or lead. The same telephone number can appear in more than one contact, so work from the number shown rather than a familiar contact name alone.
Review the displayed reason, remaining cooldown and retry information. A campaign may also be paused or waiting for agents, allowed hours or account capacity. Removing one number hold does not resolve those separate conditions. If the suppression view is empty, do not invent an override to fix a different readiness problem.
2. Choose the action that matches your decision
- Allow once (confirmed as Release once) reopens the currently suppressed number until predictive operation touches it again. It is a one-use override, not a permanent permission or a command that immediately places a call.
- Block number (confirmed as Blacklist) prevents future predictive selection of the number in this campaign until an owner removes the block. It does not delete the contact.
- Remove block removes the manual campaign block. Other cooldown rules can still apply afterward.
3. Review before confirming
- Confirm that a further call is appropriate and permitted. Preserve an opt-out or a customer’s requested contact time; do not use Allow once to override either decision.
- If the campaign is operating, coordinate with its owner. Reopening a number can make it eligible for a later selection, so do not perform this as a harmless screenshot exercise.
- Choose only the action offered for the intended number and read its confirmation. Verify the campaign and number once more.
- Submit once, wait for the result and refresh the suppression information. If the response is uncertain, inspect the saved state before repeating.
4. Understand the remaining holds
A removed blacklist can be followed by a visible cooldown; that does not necessarily mean the removal failed. Similarly, a released number is not guaranteed to be selected next. Campaign status, schedule, agent readiness, contact outcome and other service restrictions still matter. Keep the actions separate so you can explain which state you changed.
The current table offers Allow once for an unblocked number with an active phone-reuse hold. It does not offer a general Reset retries button; do not look for that as a routine Portal step. If a carrier-failure hold needs investigation, ask Support with the displayed reason. The campaign’s manual blacklist has a 250-number limit. If the Portal reports that limit, review existing blocks with the responsible owner. Do not remove a valid block simply to make room or split the same campaign into copies to evade the decision.
5. Verify and keep a useful audit trail
Record the reason for the intervention, action, campaign, time and resulting state in your team’s appropriate private record. During later authorized operation, inspect the actual attempt outcome instead of treating an eligible state as a completed call. If the same failure returns, diagnose that outcome before resetting again.
For Support, send the campaign reference, suppression reason, attempted action, time/timezone and relevant public call reference. Avoid a full unredacted list of customer numbers. The separate call-failure and campaign-readiness guides help when no suppression action is relevant.
Related guides
- Run and supervise a calling campaign
- Configure predictive-dialer pacing and waiting limits
- My SIP phone is registered, but outgoing calls fail
Reviewed 12 October 2026 against the current IllyVoIP controls, implementation and applicable references. Available options depend on account permissions and service state.