wiki/knowledge/call-tracking/bluepoint-callrail-dialing-issue.md · 544 words · 2026-04-05

BluepointATM CallRail Outbound Dialing Issue

Overview

During the Oct/Nov 2025 BluePoint digital marketing review, Wade Zirkle reported that the CallRail outbound dialing feature was not working as expected. When attempting to place outbound calls through the CallRail mobile app, the call would ring back on his own phone rather than connecting to the intended recipient. The issue was diagnosed and resolved live during the meeting.

Status: Resolved
Client: ^[1]
Meeting Source: ^[2]

Root Cause

The behavior Wade experienced — his own phone ringing when placing a call — is by design, not a malfunction. CallRail's outbound dialing flow works as follows:

The user enters the recipient's number in the top field of the app.
The user enters their own device's phone number in the "Your Number" field.
CallRail calls the user's own phone first to establish the connection.
The user answers their own phone when it rings.
Only after answering does CallRail then connect the call through to the recipient, using the selected tracking number as the outbound caller ID.

This two-step connection process is how CallRail routes calls through its tracking infrastructure while masking the agent's personal number with a campaign tracking number.

Resolution Steps (Confirmed Live)

Step	Action
1	Open CallRail mobile app and tap the + button (bottom right)
2	Enter the customer/recipient's phone number in the top field
3	Enter your own device's phone number in the "Your Number" field
4	Set Company to BluePoint ATM Solutions
5	Select the appropriate Tracker (e.g., Eastern Office Pool, Western Office) — this is the number the customer will see on caller ID
6	Tap Place Call
7	Answer your own phone when it rings — CallRail will then connect through to the recipient

Mike Stebbins confirmed the call appeared in his CallRail log during the live test, verifying the fix worked correctly.

CallRail admin credentials were not stored in LastPass at the time of the meeting. Wade was assigned to add them.
The Asymmetric team did not have admin access to the CallRail account. Wade shared access during the call.
A separate email from CallRail regarding a number pool compatibility issue was mentioned but not fully resolved during the meeting. Wade agreed to send a summary of outstanding CallRail issues to Melissa and Mark for follow-up.

Action Items (from this meeting)

[x] Diagnose and resolve CallRail outbound dialing behavior — resolved live
[ ] Send CallRail issues summary to Melissa & Mark for remaining configuration fixes (@Wade Zirkle)
[ ] Add CallRail admin credentials to LastPass (@Wade Zirkle)

Generalizable Insight

CallRail's outbound dialing requires a two-leg connection. The app calls the agent's own phone first; the agent must answer before the system bridges to the customer. This surprises most new users who expect a direct dial. When onboarding clients to CallRail, proactively walk through a live test call to prevent confusion.