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This is one of the most common issues for new users. You trigger a call, but nothing happens, or the call appears to connect and then drops immediately. In most cases, the cause is simple and can be identified quickly by working through the checks below in order.

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1. Check whether the agent is published

This is the most common cause. Saving an agent and publishing an agent are two separate actions. You can make changes in the editor and save them without pushing those changes live. If the agent has never been published, there may be no live version available to handle calls. Open the agent editor and check the Publish button. If it is still active, your latest changes are not live yet.

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2. Check whether a phone number is assigned

Calls cannot route without a number. For outbound calls, the agent needs an originating number. For inbound calls, the agent needs a number assigned to receive and route incoming traffic. Go to Phone Numbers and confirm that the correct number is assigned to the agent for the correct direction:
  • inbound,
  • outbound,
  • or both.
If no number is assigned, the call has nowhere to go.

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3. Check the destination number format

All phone numbers must be in E.164 format. The correct structure is: +[country code][number] There should be no spaces, brackets, or dashes. For example: +14155551234 If the destination number is not formatted correctly, the call may fail before it even starts.

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4. Check country permissions

Each originating number has country-level calling permissions. If you are trying to call a country that is not enabled on that number, the platform will block the call. Open the number settings and confirm that the relevant destination country is allowed.

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5. Check caller verification status

In some regions, especially the United States, unverified numbers may be more likely to be flagged or blocked by carriers. If calls are failing unusually often, being rejected, or going straight to voicemail at abnormal rates, check whether Verified Caller ID should be enabled for that number. This usually affects answer rate more than raw call initiation, but it is still worth checking.

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6. Run Check Config

Use the Check Config tool on the Phone Numbers page. This tool runs a diagnostic across the number setup and checks things such as:
  • SIP trunk status,
  • inbound routing,
  • outbound routing,
  • and agent assignment.
If something is misconfigured, this is often the fastest way to identify it.

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7. Confirm whether the call is actually failing

Sometimes the issue is not that the platform failed to place the call, but that the recipient did not answer. Check Call History and look at the final call status. Common outcomes include:
  • No Answer - the call rang but was not picked up,
  • Max Duration - the call connected and reached the configured time limit,
  • User Hung Up - the contact ended the call,
  • Agent Ended - the agent completed the flow and ended the call.
These are operational outcomes, not platform errors.

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Quick check

The single most common cause of this issue is an unpublished agent. If the agent looks ready but is not handling calls, check Save vs Publish first.