The call ended without anyone answering: busy, no answer or a carrier error
Understand why a placed call never connected, and which carrier errors only the platform operator can fix.
Where to find it
Calls › Dialer, Calls › Outbound call agents
Open this screen
Steps
- After the call ends, read the box on the call panel. It says the line was busy, nobody answered, or the carrier did not place the call, with the Carrier error code when there is one.
- Busy or no answer: try again later; a batch with retries tries again by itself.
- A carrier error with a code: the message names the carrier setting. Pass it to the platform operator, who holds the carrier account.
Troubleshooting
"The line is busy." / "Nobody answered"
Nobody needs to change anything: try again later.
"The carrier did not place the call."
Check the number and try again; if it keeps failing, the platform operator checks the carrier settings.
"Twilio's Geo Permissions do not allow calls to this country, so the phone did not ring."
The platform operator allows that country in the carrier's geo permissions.
"The number this call comes from is not a voice-capable Twilio number or a verified caller ID on the Twilio account, so the phone did not ring."
The platform operator gives the line a voice-capable number or verifies the caller ID.
"The Twilio account is a trial account, which can only call verified numbers, so the phone did not ring."
The platform operator verifies the number or upgrades the carrier account.
"The carrier is not reachable. The call was saved as a call-back."
It will be waiting in your call-backs when the carrier recovers.
Tips
- An AI agent's call to an answering machine: the agent answers at once, and the carrier's machine verdict is only recorded on the call.
Good to know
- Only the platform operator can change the carrier account's settings.
Related how-tos
- Dialer Call a contact or any number: from this browser, by ringing your own phone first, or by having your AI agent place the call.
- See who a batch called and what came of each call Check every number on a batch: whether it was called or refused (and why), the most recent agent call and its result.
- A call was refused: no line, no caller ID, no agent or calling not set up Fix the set-up refusals that stop every call, and see which ones only the platform operator can fix.