Troubleshooting

Almost every failed first call is one of five things, and the first two account for most of them. Work down the list in order.

Calls stop happening at all

Check the daily limit first. In the early-access beta, voice minutes have a daily limit. When it is reached the thread says so and when it resets, and an account that was working yesterday and places no calls today has usually reached it. If you need more today, ask us from Help and we can raise it for a while.

The agent answers but says nothing

The agent connected and then sat silent, or the call dropped after a few seconds.

This is nearly always the model configuration. Check, in order:

1. Your provider keys. If you are on BYOK, a key that is expired, revoked, or out of quota fails at the moment the agent tries to speak — which looks like silence, not like an error. Re-check them under Model Configurations.
2. Your provider’s own balance. BYOK means the provider bills you directly; if that account is empty, the call fails even though your Decibyl balance is fine.
3. The start node’s prompt. An agent with no opening line waits for the caller to speak first. If you expected a greeting, the Start Call node needs one.

Nobody can hear the agent, or it cannot hear them

One-way or no audio, on a call that otherwise connects.

• On a web call, this is a browser permission. Check the microphone prompt was accepted, and that no other application is holding the microphone. Reload the page and try again.
• On a phone call, one-way audio is a carrier-side media problem rather than an agent problem. Note the time and the number, and send it to support — the call logs show which leg failed.

An inbound number rings out or says the number is invalid

The number exists but nothing is answering it, because the number is not pointing at your agent.

Check that the number is attached to a telephony configuration in Decibyl, and that a workflow is set as its inbound agent. A number that was working and then stopped has usually been rebound at the carrier — see Inbound for the full setup.

Note

“Invalid number” from the carrier, rather than a ring-out, generally means the number is not routed to us at all. That is fixed at the carrier, not in Decibyl.

Outbound calls are rejected

Outbound dialling has requirements inbound does not:

• Caller ID must be verified. An unverified number cannot be used as the source of a call.
• In India, KYC must be complete. Submit under Verification; carriers will not activate a number without it. The registered address must match your incorporation certificate exactly — a mismatch is the most common rejection.
• Calling hours and consent. Do not dial people who have not asked to hear from you, and stay inside 9am–9pm.

A call happened but shows no cost

Costing runs after the call ends, not during it, so a run that finished seconds ago may not be costed yet. Give it a minute and refresh.

If a call stays uncosted much longer than that, it is worth reporting — an uncosted run is a call you were not charged for, and it usually means something upstream stopped rather than something being free.

Recordings or transcripts will not open

Recordings are written after the call completes and uploaded in the background, so they appear shortly after the call rather than during it.

If a recording never appears for a call that clearly connected and ran, send us the run — the upload is logged, so it is quick to tell whether it was never written or written and not served.

Still stuck

Email support@decibyl.ai with the run ID — from the row in Usage — or the phone number and rough time of the call. That is enough to find the call in the logs; a description of the symptom on its own usually is not.