Troubleshoot: my call is failing
Diagnose why a call rings, fails, or drops. Common causes + step-by-step debug.
01
Check 1 — Is the number active?
- VoxReach: Numbers tab. Verify the number shows 'active'.
- Twilio side: confirm the number's voice URL points at api.vapi.ai.
02
Check 2 — Did the call hit our infra?
- VoxReach Calls page → look for the call ID in the last 5 minutes.
- If missing → carrier-side drop. If present with 'failed' status → keep reading.
03
Check 3 — Provider faults (LLM)
- End reason 'error-providerfault-anthropic-llm-failed' = Anthropic temporarily overloaded.
- We auto-retry mid-call via fallbackModels (GPT-4o, Claude Haiku). If you see this consistently, contact support.
04
Check 4 — Voice provider issue
- End reason mentions 'voice' or '11labs' = ElevenLabs throttle. Try switching voice to a different one in /assistants.
- Bill / Charlie / Sarah are reliable choices.
05
Check 5 — Audio quality
- Latency = check your number's region. AU numbers via AU-region Twilio = sub-second.
- Choppy audio = network on caller side, not us. Try a different number or device.
06
Escalate
- Email support@voxreach.com.au with the call ID, your tenant slug, and time of failure.
- We'll pull the full Vapi + Twilio logs and debug within 2 hours.
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Still stuck?
Email hello@voxreach.com.au — we reply within 2 business hours during AEST hours.
Open a ticket