Phone troubleshooting
Symptoms, causes and fixes for phone providers, numbers, webhooks and outbound calls.
| Symptom | Likely cause | Check and fix |
|---|---|---|
| The provider card never says Connected | A credential is empty or wrong | Add credentials again; check for stray spaces. |
| Import numbers fails with the provider's message | Wrong credentials, or the account is on another region | Re-copy from the provider's console. For Exotel, a Mumbai account needs Account region (optional) set to mumbai. |
| Import numbers says "Nothing to import" | No voice numbers on the account | Buy or enable a number at the provider. |
| Assign agent is refused: not on a connected provider account | The number is not on an account you connected | Import it first from your own provider account. |
| "…already answers as '…'" | Another agent has that number | Unassign it there first. |
| "Only an agent that takes inbound calls can be assigned a phone number" | The agent is outbound only | Set its direction to Inbound or Inbound / Outbound. |
| The webhook tab says "Not available yet" | The platform's public address is not set | Contact support. |
Exotel's row on the webhook tab is a wss:// address, not a webhook | Exotel connects through a flow, not a webhook | Paste it into the Voicebot applet of your Exotel flow: see Exotel. |
| The number rings out | The provider's voice webhook is not pointed at Phynxa | Paste the address from Webhook setup into the number's voice settings with the POST method. |
| The caller hears "Sorry, no agent is available to take this call." | The agent is not published, or no agent has the number | Publish; check Answered by. |
| The caller hears "This service is not configured for calls yet." | The platform's public address is not set | Contact support. |
| The call connects, then there is silence | Provider other than Twilio, or a very slow model or tool | Use Twilio; see Audio problems. |
| Outbound: "Call limit reached" | Hourly caps | Wait, or spread the calls out. |
| Outbound: "This agent is paused" | The agent is unpublished | Publish it. |
Note. Charges and delivery problems on the phone line itself, such as a number blocked in a country, a carrier filtering, or per-minute rates, belong to your provider. Check its call log first.
Related guides
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