Call connection failures
Calls that do not connect, ring out, drop at once, or never reach the agent, for both inbound and outbound.
What you will achieve
You will find where a call is breaking: at the phone provider, at Phynxa, or inside the agent.
How a call travels
Inbound: caller, your phone provider, Phynxa's voice webhook, your agent. Outbound: Phynxa asks your provider to place the call, the contact answers, and the call is connected to your agent. A failure at one step looks the same as at another, so check each.
Inbound calls
| Symptom | Cause | Fix |
|---|---|---|
| Rings and rings | The number's voice webhook is not pointed at Phynxa | Paste the address from Webhook setup in the provider console, method POST |
| "Sorry, no agent is available to take this call." | Agent unpublished, or number not assigned | Publish; assign the number |
| "This service is not configured for calls yet." | The platform's public address is not set | Contact support |
| Connects, then silence | Provider other than Twilio, or very slow model | Use Twilio, the recommended provider; see Audio problems |
| Provider says the number is not in service | Number not active at the provider | Fix at the provider |
Outbound calls
| Symptom | Cause | Fix |
|---|---|---|
| "This agent is inbound-only and cannot place calls." | Direction is Inbound | Set Outbound or Inbound / Outbound |
| "This agent is paused" | Not published | Publish |
| "That number belongs to a blocked contact." | The contact is Blocked | Change the status if appropriate |
| "Call limit reached. Try again later." | 20 per hour per person or 200 per workspace | Wait; see Limits |
| Provider message about credentials or permissions | Twilio keys wrong or restricted | Reconnect under Phone numbers |
| Trial-account message from Twilio | A trial can call verified numbers only | Verify the recipient, or upgrade the account |
| The phone never rings | The destination is invalid or blocked in that country | Check the number format (+ and country code) and your provider's geographic permissions |
Note. Transfers run on Twilio only. Outbound calling and campaigns run on Twilio and Exotel. The other providers answer inbound calls.
Testing
Call the number from a mobile phone, and watch History: a call that reached Phynxa appears there, even a failed one. If nothing appears, it did not reach Phynxa, so look at the provider's call log.
Expected result
The call appears in History with a duration and a transcript.
Related guides
Something here does not match what you see in the dashboard? Let us know.