Phone Numbers
Troubleshooting
Solutions for common phone number issues in ScaleTalk.
Phone Number Troubleshooting
Number Not Receiving Calls
| Checkpoint | Solution |
|---|---|
| No agent assigned | Make sure an agent is assigned to the phone number. Without an agent, calls will not be handled. |
| Number status | Check on the Phone Numbers page whether the number is displayed as active. |
| Call forwarding | If you are using Method 1 (buy number + call forwarding), verify with your cloud provider that the forwarding is correctly configured. |
| Agent configuration | The assigned agent needs a valid system prompt. Test the agent via the preview in the assistant settings. |
Quick Test
Call your number from a mobile phone. If you hear ringing but receive no answer, the issue lies with the agent configuration. If the call fails immediately, check the number and, if applicable, the call forwarding setup.
Issues with Purchased Numbers
- Number not appearing — Provisioning can take up to 2 minutes. Refresh the page.
- Purchase failed — Check whether a payment method is on file.
- Wrong area code — Purchased numbers automatically receive the area code +49 6203. If you need a local area code, use Method 2 (business verification).
Number Release
When you delete a number, it is released. There is no guarantee that the same number will be available again.
SIP Import: Common Issues
If you imported a number via Twilio or BYO SIP Trunk:
- Check credentials — Make sure the Account SID, Auth Token (Twilio) or origination URI (SIP) were entered correctly.
- Number not active with provider — The number must be active and correctly configured with your SIP provider.
- One-way audio — Contact your SIP provider. The issue is usually caused by NAT settings on the provider side.
Common Error Messages
| Error | Solution |
|---|---|
| "No agent assigned" | Assign an agent in the phone number settings |
| "Call timeout" | Check the timeout configuration in the agent's Parameters tab |
| "SIP registration failed" | Verify your SIP credentials and server address |
Getting Help
If you cannot resolve the issue on your own:
- Note the phone number and the approximate time of the failed call
- Check the call overview for error details
- Contact ScaleTalk support with this information