Skip to main content
Troubleshoot why a call routed to an unexpected bundle destination by checking call details, promo number customizations, campaign term history, and your Weighted vs. Choose Best distribution settings.
A Bundled Campaign combines several child campaigns into one larger structure, letting you group similar campaigns with different call routing, call treatment (IVR), and marketing affiliate options. Before you begin: You’ll need the Call Record ID and date of the call in question. Log in to Invoca, click Reports, then select Calls. Use the report filters to find the call — its Call Record ID and Date appear in their respective columns.

​
Step 1: Check your Call Details Report

Log in to your Invoca account, click Reports, then select Calls. Find the call using its Call Record ID and click the magnifying glass in the Call Details column. Click the Call Info tab and review the About This Call tile for the call’s record ID, timestamp, duration, and more. The Call Segment Path in the Call Data tile shows the call’s first leg (promo number to bundle) and second leg (bundle transfer to destination campaign), separated by double angle brackets. If the call routed to an unexpected destination campaign, compare that campaign against the one you expected:
  • Do both campaigns have the same custom regions?
  • Do both campaigns have the same hours of operation?
  • Does the expected destination campaign have a budget or call cap that was exceeded — and if so, what was the budget at the time of the call?
  • Does the expected destination campaign have a concurrent call cap, and how many calls were in flight at the time?
The Call Data tile also shows the End of Call Reason, along with the Source (the promo number the caller used) and the Advertiser Campaign the call went through. If the End of Call Reason is “IVR Hangup,” the call never transferred from the Bundled Advertiser to a destination campaign at all — it never reached a destination call center. Common reasons for an IVR hangup or a call not transferring to any destination campaign:
  • No destination campaign accepts the caller’s area code.
  • All destination campaigns are outside their hours of operation.
  • All destination campaigns had too many concurrent calls in flight.
  • All destination campaigns had met their budget (daily, weekly, or monthly).
  • The caller had called into this campaign before (a repeat caller).
To prevent calls from ending in an IVR hangup, we recommend creating a catch-all campaign for callers who don’t match any condition in your bundled call treatment — for example, a campaign named “No Campaigns Available” set as the “Else” node in your bundles. Repeat callers can also cause unexpected routing, since many networks route them away from normal marketing and sales channels. Check the Caller Data tile to see whether the caller was a repeat caller, and how your campaign settings handle repeat callers. If “Select Transfer Destination From Bundle” is set at the start of the call, check whether “Ensure Repeat Calls Go to Original Destination” is enabled — if so, repeat callers are routed back to their original destination regardless of hours, target region, or pause date. If everything in the Call Details Report looks correct, move on to checking for customizations.

​
Step 2: Check for customized call treatments

Call treatment (IVR) options can be customized for calls driven by a particular Affiliate campaign, or for calls routed through a specific promo number — without changing the shared IVR.
  1. In the Call Data tile from Step 1, copy the Source phone number.
  2. In the sidebar menu, click Promo Numbers, and enter the Source number in the “Filter By” box.
  3. Scroll right in the Manage Promo Numbers list to the Customized At column, which shows one of three values:
    • ”-” (dash): the promo number wasn’t customized and behaves like the rest of the campaign.
    • Promo Number: commission payouts for calls through this promo number were customized specifically for it.
    • Affiliate Campaign: call treatment and/or commission payouts were customized for all calls in the affiliate campaign it belongs to.
  4. In the Actions column, click the ellipsis button for the promo number and select Customize to view or change its customization.
If there’s no customization and you still haven’t found the reason, continue to the next step.

​
Step 3: Check whether call treatment terms have changed since the call

Open both the Bundled Campaign and the Advertiser Campaigns where the call actually ended and where it was expected to go. Click Actions at the top right of the campaign, then Compare Previous Campaign Changes to see a history of edits with timestamps. Confirm the campaign’s terms at the time of the call match what you’re comparing against — a common cause of unexpected routing is a change to hours, regions, call caps, or budgets made after the call took place. If nothing here explains the routing, click Back to Campaign Summary and continue to the next step.

​
Step 4: Review your bundled call treatment distribution settings

Scroll to Call Treatment in the campaign and click Edit to view Step 3: Call Treatment. If “Select Transfer Destination From Bundle” is set at the start of the call, note the distribution slider position — for example, 20% Weighted Distribution and 80% Choose Best. Choose Best works like round-robin routing, sending a percentage of calls to the eligible campaign with the highest average Publisher payout across all eligible campaigns, based on an Earnings Per 100 Calls (EPC) value. Choose Best needs a large enough sample of data and calls to work well — we recommend never setting it to 100%, since only the campaign with the current highest EPC would ever receive calls, preventing new campaigns from ever establishing an EPC of their own. Invoca’s best practice is to start new bundles on Weighted Distribution until every campaign has an established EPC, then adjust toward Choose Best. Because of this Weighted vs. Choose Best logic, a call can route to one destination campaign over another even when both otherwise qualify — worth keeping in mind when investigating routing behavior.

​
Still not finding the reason?

If you haven’t identified why your call wasn’t included in the expected bundled campaign, reach out to your account team or support@invoca.com, and our Customer Success team will help investigate.
Last modified on September 28, 2026