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Test and troubleshoot routing

Browser testing verifies a draft conversation but does not prove that a real number routes correctly. Test phone-number behavior through the provider network with the published agent.

Go-live test​

  1. Confirm the number is Active, not in grace.
  2. Confirm the assignment in Numbers and the agent header.
  3. Confirm the agent has a published version and Active status.
  4. Check subscription, credits, payment status, and concurrency.
  5. Call from an external phone.
  6. Verify ring delay, greeting, voice, and published behavior.
  7. Complete a representative function and normal call ending.
  8. Review the call log, transcript, outcome, duration, and credits.
  9. For outbound agents, place a call to a controlled lead and inspect displayed caller identity.
  10. Test SMS or transfer separately when those features depend on the number.

Diagnose common failures​

The number search returns nothing​

  • Remove the digit filter and search the country and type again.
  • Try a nearby area code or Local instead of Toll-Free.
  • Remember that results reflect live provider inventory.
  • If all broad searches fail, capture the country, type, timestamp, and error.

Purchase failed or appears duplicated​

  • Refresh Inventory before trying again.
  • Review Billing for an added subscription item or invoice.
  • Confirm whether the number disappeared from search results.
  • Report the exact number and timestamp; do not purchase a replacement until the first request's state is known.

The agent is unavailable in the assignment list​

  • Confirm it is a voice agent in the same workspace.
  • Publish it at least once.
  • Check whether another active number is already assigned to it.
  • Confirm you have number-management permission.

Assignment says the agent already has a number​

Wirevox allows one active number per agent. Find and unassign the existing number first, then assign the intended one. Do not release the old number unless you also want to stop reserving it and accept the grace/billing effects.

Incoming calls do not reach the agent​

  • Confirm the number is active and assigned.
  • Confirm the agent is Active, not Paused.
  • Confirm a published version exists.
  • Check subscription, remaining credits, payment lock, and concurrent-call capacity.
  • Check the call log for ringing, rejected, busy, or connected state.
  • Verify the caller dialed the exact number, including country code where required.

The call uses old behavior​

Real calls use the published version. Publish the tested draft, then call again. Number reassignment does not publish an agent automatically.

The agent answers too quickly or slowly​

Review Ring Duration in Call Settings. This setting adds 0–10 seconds before answer. It is separate from speech response timing after the conversation begins.

Outbound calling says no number is assigned​

  • Confirm the number is assigned to that exact outbound agent.
  • Refresh the agent after assignment.
  • Confirm the number remains Active.
  • Do not assume another number in the workspace will be selected automatically.

A transfer to another agent fails​

  • Confirm the destination voice agent still has an assigned number.
  • Confirm both agents and the transfer function are in the expected workspace.
  • Recheck the destination after number reassignment.
  • Inspect the function result and call log.

A released number does not route​

This is expected. A grace number is reserved but unassigned and inactive for routing. Reclaim it, assign it again, verify the agent, and retest.

The caller sees an unexpected name or spam warning​

The assigned number is sent as caller ID, but carrier presentation and reputation are external to the agent prompt. Capture the destination carrier, device, exact display, timestamp, and number. Review registration, consent, calling patterns, and provider reputation processes; changing prompt wording will not fix caller-ID presentation.

Escalation evidence​

Include the workspace, phone number, number status, assigned agent ID, agent status, published version, direction, external caller/destination with unnecessary digits redacted, call ID, timestamp and timezone, provider event state, hang-up cause, subscription/credit eligibility, expected route, and actual result. Never include payment credentials or authentication secrets.