Number purchase fails

If a phone number cannot be purchased, first check your business profile in Phone Agent > Settings. Phone number providers may require valid business and address details before a number can be issued.

Also check whether your organisation has reached its active phone number limit.

Number status meanings

Provisioned: the number exists but may not yet be connected to an agent.
Deployed: the number is connected for live agent use.
Disconnected: the number is not currently connected to an agent.
Released: the number has been released and should not be used for new calls.

Calls do not reach the agent

Confirm the caller is dialling the Phone Agent number, not an old test number.
Check the number is deployed or connected to the intended agent.
Check the agent is active and saved.
If forwarding from another phone provider, check the external forwarding rule.
Try a direct call to the Phone Agent number.

The wrong agent answers

Open Phone Agent > Phone Numbers and check which agent the number is connected to. If needed, disconnect and reconnect the number to the correct agent.

Call appears active or analysis is pending

Some calls may show active or pending analysis immediately after the call ends. Wait a short period and refresh Phone Agent > Calls. The app polls for pending analysis.

No recording or transcript appears

Check whether the call completed, whether recording was enabled for the agent, and whether call analysis is still pending. If the issue persists, contact support with the call time and caller number.