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Troubleshooting

1. No Audio on Calls (One-Way or No Audio)​

Symptoms: You can hear the caller but they can't hear you, or neither party hears audio.

Causes and fixes:

  • Browser microphone permission denied — Click the lock icon in the browser address bar → Permissions → Microphone → Allow. Refresh the page.
  • Wrong audio device selected — Click the gear icon in the softphone → select the correct microphone and speaker.
  • Corporate firewall blocking WebRTC — WebRTC requires UDP ports 10000–60000 to Telnyx STUN/TURN servers. Ask your network admin to allow these. As a test, connect on a mobile hotspot — if audio works, the firewall is the issue.
  • VPN interference — Many VPNs break WebRTC. Try disabling the VPN or using a split-tunnel that excludes voice traffic.
  • Browser privacy extension — Extensions like uBlock Origin or Privacy Badger can block WebRTC. Disable extensions and test in an incognito window.

2. Calls Drop After 10–30 Seconds​

Symptoms: Calls connect and ring but disconnect shortly after answering.

Causes and fixes:

  • SIP ALG on router — SIP Application Layer Gateway (ALG) on consumer routers corrupts SIP signaling. Disable SIP ALG in your router's advanced settings. Look for "SIP ALG", "SIP helper", or "VoIP acceleration."
  • TURN server unreachable — If UDP is blocked, WebRTC falls back to TCP TURN, which some firewalls also block. Confirm TURN relay connectivity. Contact support if the issue persists.
  • Extension token expired mid-session — Rare but possible. Refresh the browser tab.

3. Inbound Calls Not Ringing​

Symptoms: Callers report calling your number but the softphone doesn't ring.

Causes and fixes:

  • Extension not registered — Check the softphone header for the registration status indicator (green = registered, red = unregistered). Refresh to force re-registration.
  • DND enabled — Check the softphone for a Do Not Disturb indicator. Click it to disable.
  • Business hours closed route firing — If the current time is outside your configured business hours, calls are routing to the closed destination instead of your extension. Check Settings → Business Hours.
  • Hunt group or queue not routing to your extension — Verify that your extension is added as a member of the intended hunt group or call queue, and that you are toggled Available in the queue.
  • Number not routed to your extension — Go to Phone Numbers and verify the inbound route for the number points to your extension, hunt group, or IVR.

4. SMS Messages Failing to Deliver​

Symptoms: Outbound SMS shows status "Failed" or messages not received by recipients.

Causes and fixes:

  • 10DLC not registered — US carrier filtering blocks unregistered business SMS. Complete 10DLC registration (SMS → 10DLC) and link your number to an approved campaign. This is the most common cause.
  • Number not SMS-capable — Go to Phone Numbers, find the number, and verify SMS capability is enabled. Some number types (toll-free, certain international) have different SMS rules.
  • Recipient opted out — Check the opt-out list (SMS → Opt-Out Manager). If the recipient previously sent STOP, they must send START to re-enable.
  • Landline or VoIP-only number — Some phone numbers cannot receive SMS. This cannot be fixed — the recipient needs to provide a mobile number.
  • Message content flagged — Carrier spam filters block URLs, certain keywords, and messages without opt-out language. Add an opt-out footer: "Reply STOP to unsubscribe."

5. IVR Not Routing Correctly​

Symptoms: Callers pressing a digit go to the wrong destination, or hear "invalid input" unexpectedly.

Causes and fixes:

  • Digit not wired in the IVR builder — Open the IVR Builder and check that the specific digit has an output node connected. Unwired digits replay the prompt by default.
  • Holiday calendar routing overriding main menu — If a holiday is configured for today, the holiday branch fires. Check Settings → Holiday Calendars.
  • Schedule node not evaluating correctly — Verify the business hours profile assigned to the schedule node. Check the current day/time against the configured hours.
  • Prompt text not matching what callers hear — Use the Preview function in the IVR Builder to simulate navigation and verify each path.

6. Call Recording Not Working​

Symptoms: Calls complete but no recording appears in the Recordings page.

Causes and fixes:

  • Recording policy set to Never — Check the org-level policy (Settings → Recording), queue-level policy, and extension-level policy. An extension set to "Never" overrides higher-level settings.
  • Agent manually stopped recording — If on-demand mode is enabled, the agent must explicitly click Record. Review the call log for manual start/stop events.
  • Compliance hold blocking access — If Compliance Hold is enabled, recordings exist but may be restricted. Check Settings → Recording → Compliance Hold.
  • AI transcription delay — Recordings appear immediately; transcripts and recaps take 60–90 seconds. Refresh the page.

7. Voicemail-to-Email Not Arriving​

Symptoms: New voicemails appear in the Voicemail inbox but no email notification is received.

Causes and fixes:

  • Email notification not enabled — Go to Extensions → Voicemail Settings for the extension. Verify Email Notifications is toggled on and the correct email address is entered.
  • Email in spam/junk — Check the spam folder. Add the Voice sending domain to your email allowlist.
  • Incorrect email address — Re-verify the email address in the extension's voicemail settings — typos are common.
  • Email domain not verified — If your org uses a custom email sending domain (Settings → Email Domains), the domain may not be verified with SES. Check for a warning banner in Email Domains settings.

8. Video Meeting Not Connecting​

Symptoms: Participants cannot join a video room, or video/audio is missing in the meeting.

Causes and fixes:

  • Browser camera/microphone permission denied — Click the lock icon in the address bar and allow camera and microphone for the Voice app domain.
  • Incorrect passcode — If the room has a passcode, double-check the passcode shared with participants. The room host can view the passcode in Video Meetings → room details.
  • Waiting room enabled — If the room has Waiting Room enabled, participants queue until the host admits them. The host sees a "Admit" prompt.
  • Browser compatibility — Video rooms require a WebRTC-capable browser (Chrome 90+, Firefox 85+, Edge 90+, Safari 15+). Internet Explorer is not supported.

9. Screen Pop Showing No Contact Data​

Symptoms: Inbound calls arrive but the Magic Number screen pop shows no contact information.

Causes and fixes:

  • PSA/CRM integration not configured — Go to Settings → Integrations. Set the API URL and Integration Key for PSA or CRM.
  • Phone number format mismatch — Contact records must store numbers in E.164 format (+12125551234). Numbers stored as (212) 555-1234 will not match. Normalize contact phone numbers in PSA/CRM.
  • Caller using a number not in contacts — Magic Number only shows data for callers whose number is in your contacts, PSA, or CRM. First-time callers from unknown numbers show no contact data.
  • API key expired or revoked — Regenerate the PSA/CRM integration key and update it in Voice Settings → Integrations.

10. AI Recap / Transcription Not Generating​

Symptoms: Calls complete and recordings exist but no recap or transcript appears.

Causes and fixes:

  • AI features not enabled — Go to Settings → AI → Accept Terms to enable AI for your org. AI features are off by default.
  • Call not recorded — Transcription requires a recording. Check the recording policy for the extension/queue that handled the call.
  • Transcript in progress — Transcription takes 60–90 seconds after call end. Wait and refresh.
  • Very short call — Calls under 15 seconds do not generate recaps (not enough content to summarize).
  • Azure OpenAI quota exceeded — If your org's AI usage is very high, requests may be throttled. Contact support to review your AI Gateway quota.

When to Contact Support vs. Self-Resolve​

Self-resolve: Audio device issues, permission prompts, routing misconfiguration, 10DLC registration, IVR wiring, contact data formatting.

Contact support:

  • Calls failing at the carrier level (Telnyx errors in call logs)
  • Number porting issues or porting delays
  • 10DLC campaign rejection with unclear rejection reason
  • E911 address validation failures
  • AI quota increases
  • BAA (Business Associate Agreement) for HIPAA compliance
  • Platform-level outages

Contact support via Help → Submit Ticket inside the Voice dashboard.