Common Troubleshooting Scenarios
| Symptom | Likely cause | What to do |
|---|---|---|
| No answer when calling | Number not assigned to an agent | Verify the number is assigned under Telephony & Routing in Channels → Phone → Agents. |
| AI speaks but can’t hear the caller | Audio codec mismatch or network issue | If using SIP, check your trunk’s codec settings. For hosted numbers, test from a different phone or network. |
| Call transfers fail | Transfer destination not configured or not assigned to agent | Verify the destination exists and is assigned to the agent in Channels → Phone → Agents. |
| Outbound call doesn’t connect | Missing outbound caller number or trunk | Check that the agent has an outbound caller number set under Telephony & Routing. See Outbound Calls. |
| Inbound works but outbound fails | Only the inbound path is configured | If you use your own carrier, configure a separate outbound SIP trunk with the carrier credentials and assign it to the agent. |
| Calls are slow or stop answering on the live number | Carrier routing issue, SIP path issue, or live traffic spike | Compare the behavior with a browser Test Call. If the test call is healthy but the live number is not, re-check your carrier/SIP setup and capture the phone number, agent name, and call timestamp for support. |
Most phone issues are configuration-related — number assignment, SIP trunk settings, or transfer destination setup. Use the test call feature to isolate whether the issue is in the agent or the telephony path.
Limits
| Area | Detail |
|---|---|
| Silence timeout | Agent prompts “Are you still there?” up to 2 times (10s apart), then ends the call. |
| Inbound numbers per agent | Multiple numbers can be assigned, but each number belongs to one agent. |
| Transfer destinations | Org-level: unlimited. Per agent: assigned subset only. |
| Outbound caller number | One per agent (hosted or SIP trunk). |
Frequently Asked Questions
Can I use my existing carrier?
Can I use my existing carrier?
Yes. Ask your provider for a standard trunk for voice calling, then confirm the , , , and before you configure it in OpenCX. See SIP Integration for the full setup walkthrough.
Can I use my own local number or caller ID?
Can I use my own local number or caller ID?
Yes. Route calls through your own carrier using an and assign it to the agent under Channels → Phone → Agents. The shown to recipients comes from the number set on the outbound trunk. An inbound-only SIP setup is not enough — you need an outbound trunk configured as well.
Why is the browser test call fine but the live number is not?
Why is the browser test call fine but the live number is not?
The browser bypasses your public phone number and most carrier routing. If the browser test is healthy but the live number is slow, silent, or fails to connect, the issue is usually in the carrier or path rather than the agent instructions. Re-check your trunk settings in SIP Integration and review the troubleshooting table above.
Related Documentation
Create Phone Agent
Re-check agent setup and number assignment.
Agent Configuration
Re-check voice, instructions, and telephony routing.
SIP Integration
Re-check SIP trunk and codec configuration.
Outbound Calls
Re-check outbound caller setup and call-launch steps.