DND and calling-hours checks
What Phone Clover checks before every call in a calling list, and why a contact might get skipped mid-list.
For admins · Updated Sep 23, 2026
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A calling list can take a while to work through. Something can change about a contact between the moment the list is built and the moment their turn comes up: they opt out, they move to a different time zone, or they simply stop being reachable. Phone Clover checks again right before every call, not just once at the start.
What gets checked at dial time
In order, before a contact is dialed:
- HighLevel’s own call-DND flag on the contact.
- Phone Clover’s own suppression list, separate from HighLevel’s DND flag.
- Whether the number is still callable.
- Whether the contact is still in this sub-account (has not moved or been removed).
- US calling hours, if the calling-hours switch is on.
If a contact fails any of these, Phone Clover skips them and moves to the next one. The skip is reflected in the dial-list bar and in the end-of-list summary, so nothing silently disappears.
Calling hours
Note: With calling hours on, Phone Clover only dials between 8am and 9pm in the contact’s own time zone.
If HighLevel has no time zone on file for a contact, Phone Clover falls back to a window that is legal across the whole contiguous US: 8am Pacific to 9pm Eastern. That fallback window does not cover Hawaii or Alaska, so a contact there with no time zone recorded could still be dialed outside their actual local hours.
Turning the calling-hours switch off removes the time-of-day check. The do-not-call checks (DND flag and suppression list) stay on regardless.
Where to control it
Settings → Sequence tab → “Calling hours: 8am–9pm” switch, on by default. The help text next to it reads: “Only call from 8am to 9pm in the contact’s time zone… Turning this off removes the time check; do-not-call checks remain on.”
The same Sequence tab also controls the pace of the list (seconds between calls) and whether an outcome must be reviewed before the next call starts.
Why a contact gets skipped mid-list
The dial-list bar tells you when contacts are being held back for calling hours, with wording like “Paused: N left are outside calling hours (8am to 9pm). See Settings → Sequence.” This is the same check running live, not a bug: a list started at 7pm Eastern that reaches a Pacific-time contact after 9pm their time will hold that contact rather than call them.
What this does not cover
- This is a US calling-hours rule. It does not apply per-day schedules or holidays; only one hours window per number/list applies.
- It checks the contact, not the number you are calling from. Business hours for your default incoming number are a separate setting. See Business hours.
- It does not stop you from manually calling a contact one at a time from the Keypad; the check is specific to calling lists.
Troubleshooting
A contact never got called and the list finished anyway. Check the end-of-list summary for a skip count, and check whether that contact’s time zone is missing or unusual in HighLevel.
I need to call outside the 8am to 9pm window for a specific campaign. Turn off the calling-hours switch in Settings → Sequence. Do-not-call checks will still protect you, but you take on responsibility for the time-of-day rules that apply in your jurisdiction.
A contact who opted out was still on the list before their turn came up. That is expected. The DND check happens right before the call, not when the list was built, so an opt-out that happens mid-list is caught in time.