Common Issues
Troubleshoot phone calls by symptom: a number that doesn't answer, demo codes, an AI that ignores a workflow, doesn't transfer or mishears words, changes that don't apply, data collection missing on calls, and the number purchase limit.
Start with the symptom below. For how calls work in general, see how the voice AI works. Campaign issues are in Campaign common issues, and calls that don't ring your team in Phone calls in the help desk.
Calls to a number aren't answered
- Check the routing for the current time. Outside every time slot, the line's own setting applies. A line with no setting of its own doesn't answer outside its slots.
- Check the line's router. A router can end calls before they're answered. Its execution history shows every call it ended.
- For your own number, check that it sends its calls to Octocom. Contact your account manager if you're not sure.
- For SIP, check that the call goes to
sip:<SIP user>@octocom.sip.twilio.comwith a SIP user that matches a line, and that it carries the caller's number inFromorX-Customer-Number. See SIP.
A demo number says "Invalid code"
The access code doesn't match a test line. Find the code in the Demo access codes column under Settings -> Voice & SMS -> Voice agents, and enter it followed by #. Any demo number works with any code.
The AI ignores a workflow, rule or article
- Check the channel. Only workflows and bot rules available on the Phone Call channel apply to calls.
- Call again. The AI reads its setup when a call starts, so changes apply from the next call.
- On a campaign, the AI uses only the campaign's instructions and picked actions. See Campaigns.
- It may be a model limit. To reply without long pauses, the voice AI runs on smaller, low-latency models. They're state of the art for their size, but sometimes not capable enough. Rewording the instructions may help; otherwise, consider a different approach to the problem.
The AI doesn't transfer
- Enable
transferConversationin a workflow available on the Phone Call channel. See human escalation. - Add transfer destinations in the voice AI settings. Without destinations, the AI tells the caller someone will be in touch instead of putting them through.
- A transfer abroad fails (Twilio error 32224): turn on
transferShowsLineNumber.
Changing a voice agent doesn't change a number
A number answers with its own copy of the settings, made when you routed or bought it. Edit that number's settings, or route it to the voice agent again with Edit routing to copy the current version.
The AI mishears names, products or details
Phone transcription has limits. A rare word on a bad line can be hard to make out even for a person, so don't expect every word to come through.
transcriptionKeywords can help with words that matter, such as brand and product names. Use it sensibly: add words that really belong there and are likely to help, not every word that was ever misheard. Overfilling the list works against you; transcription providers recommend a focused list of the most important terms.
For emails, order numbers and other details, see Collect details that transcribe badly.
Data collection doesn't run on calls
New data collection prompts don't include the Phone Call channel. Add it to the prompt, or set the prompt to all channels.
Buying a number says the limit is reached
Each business can buy one number, ever, including one that was released. Contact your account manager for more.