Troubleshooting
Voice AI troubleshooting checklist
Diagnose number, audio, transfer, knowledge, booking, action and call-log issues in a controlled order.
Before you start
- Record the agent, number, call direction, time and test phone.
- Use a new controlled test call.
- Avoid changing multiple settings before reproducing the issue.
Step by step
1
Check allocation and assignment
Confirm Voice AI plan access, agent status, phone-number assignment, provider status and concurrency.
2
Check the call path
Test inbound and outbound separately and confirm that the expected agent and number appear in the log.
3
Check audio behaviour
Review voice, language, microphone, interruption, silence, normalization and maximum duration.
4
Check knowledge and actions
Search the Voice Knowledge Base, retrain changed sources and verify booking or custom-action responses.
5
Check transfer and notifications
Validate E.164 destination, availability, webhook or email response and the caller’s fallback message.
Verify the result
- A clean test call can be reproduced.
- The call log shows the expected status and agent.
- The exact failing stage is identified.
Common issues
- No call reaches FADA: Check the provider number, assignment, direction and regional permissions.
- Agent cannot answer: Verify retrieval and remove conflicting prompt instructions.
- No call record: Check account, filters, provider delivery and call start status.
Important: When escalating, include privacy-safe timestamps and identifiers, not passwords, complete tokens or unrelated caller data.
Next: Contact FADA Support
Continue with the next recommended FADA guide.