Browser test works, real phone call does not
A browser Test Call checks the agent without validating the carrier route. Test a real inbound and outbound call separately. Check the number’s verification and assignment in Settings → Phone Numbers and the relevant trunk in Settings → SIP.Incoming call does not ring or reaches the wrong person
- Confirm the number is routed to OpenCX at your carrier and is in the expected workspace.
- Check Inbound Agent. An unassigned number can ring teammates instead of AI.
- For SIP, check the dialed number and any
X-OPENCX-AGENT-IDoverride. An agent header can take precedence over number assignment. - For team calls, keep the dashboard open, enable availability and Available for calls, and check that the intended teammates are not already on a call or wrapping up.
- For a team destination, remember that an empty eligible team pool can fall back to available teammates across the workspace.
Outbound call fails or shows the wrong caller ID
Check the destination’s international format, the selected agent’s outbound caller/trunk configuration, and the chosen number’s verification. For a human call, check the caller number selected in the dialer. Your carrier must allow the destination and caller identity on that route. An inbound trunk working does not prove outbound calling is configured. Likewise, successful human dialing does not prove the AI agent uses the same route. Compare the AI agent’s outbound settings and the selected human caller number before retrying.Busy, declined, voicemail, or unknown
Use Disposition, not just Outcome = Unanswered. Busy requires an explicit busy result. A declined call can reflect rejection along the route rather than a person pressing Decline.unknown is an inconclusive result, not proof of a human answer.
Test voicemail with a number you control. Detected outbound voicemail ends the AI call without leaving a message. If detection is inconsistent, include the language and call examples in your support request.
Connected, but audio is missing
For dashboard calls, check browser microphone permission, the selected microphone and speaker, mute, and hold. Confirm whether the customer hears you, you hear them, or neither side hears audio. Test a second device or network to narrow the problem. For SIP calls, compare your carrier’s codec and transport configuration with SIP setup. Give support the exact call time and which audio direction failed; a connected status alone does not confirm usable two-way audio.Transfer fails
Confirm the destination is assigned to the AI agent and that its phone number or SIP address is correct. A Custom destination ends the call; it is not a dialable transfer target. A Team destination requires eligible teammates. Test the destination directly, then test the actual transfer path. For a dashboard consultation transfer, cancel an unanswered destination and resume the customer call. Verify team availability and transfer behavior rather than assuming every failed transfer has the same fallback.Recording, transcript, or summary is missing
Check recording and transcript settings. Audio recording can be off while transcript messages still exist. A human call’s post-call summary needs usable text or audio. Recording and summary processing may finish after hang-up. For CRM automation, Call Finished does not guarantee the final summary is ready. Log the outcome separately and enrich the note once text is available.Follow-up did not happen
- Confirm the intended workflow version is active.
- Inspect its run and actual trigger fields: direction, disposition, contact, and call ID.
- Check that the event applies to that calling path. An AI outbound trigger recipe should not be assumed to cover all human calls.
- For WhatsApp, inspect Sent and Error; a completed workflow can still contain an unsuccessful send.
- For Send Webhook, inspect Is Success, Status Code, and the receiver’s result.
- For callbacks, confirm the timezone, next scheduled occurrence, Run Limit, and whether the one-shot schedule already fired.