Phone line problems and what they mean
Understand each message a line can show about why the AI agent cannot answer or why real calls do not reach it, and fix it.
Where to find it
Settings › Phone lines › Settings › Your AI agent on this line
Open this screen
Steps
- Open Settings › Phone lines and press Settings on the line.
- Read the yellow or red box under Your AI agent on this line.
- Find the message below and follow its fix, then reload the page.
Troubleshooting
"This line is switched off, so no call is answered on it."
The line itself is switched off. Ask an administrator to switch the line on.
"This line has no phone number yet."
Pick a number under Phone number for this line, or request one with Request a phone number on Phone numbers.
"This number is not connected to your organisation yet. Contact support."
CallDesk still has to connect the number. Contact support from Help & support.
"This organisation has no agent of its own linked, so there is no one to hold the conversation."
Create your AI agent in step 2 of the Setup wizard (Create your AI agent).
"AI is turned off for this organisation."
AI answering is off for your organisation. Ask CallDesk to turn it on.
"Your AI agent is linked, but its chatapp API key cannot be used. Link the agent again with a working key."
Link the Chat App agent again with a working key under Knowledge base (chatapp).
"AI answering is not configured on this service yet, so this agent cannot answer calls. Your agent and its knowledge base are kept as they are."
AI on calls is not switched on for this service yet. Your agent and its knowledge base are kept as they are.
"Telephony is in simulator mode, so no real call reaches this line yet."
Real calls are not switched on for this service yet; the platform operator does this. You can still test on screen.
"The public URL is not set, so Twilio cannot reach these rules yet."
The service's public address is not set yet; the platform operator sets it.
"Your plan does not include this. Upgrade your plan to use it."
Answering calls is not in your plan. Press Upgrade your plan.
Tips
- Until every item is fixed, calls to the line ring your team.
Related how-tos
- Phone lines See every phone line, whether your AI agent answers it, and open a line to set its number, AI agent, language, hours and who callers are put through to.
- Check whether your AI agent answers a line Know at a glance which lines your AI agent answers, which ring your team, and what is still missing.
- Switch your AI agent on for a line Have your organisation's own AI agent answer calls to a line and hold the conversation.
- Choose which phone number a line answers Connect one of your organisation's phone numbers to a line so calls to that number reach it.
- Request a phone number Ask CallDesk for a new phone number for your organisation; once it is connected, route it to a line.