# Troubleshoot a silent or failed Quick Call

> Use the handset, call status, transcript, and recording together to narrow down why a test call failed.

Reviewed: 2026-09-30

Source: https://docs.callultra.com/documentation/call-troubleshooting

## The phone never rings

Confirm the destination number and country code, your calling number, the selected agent, and the account's available balance. Check the new entry in Call Logs: a failed or queued call needs a different investigation from a connected call. Do not assume a browser voice test proves a phone call can be placed.

If the call still does not start, record the call ID, approximate time, destination country, and the status shown in Call Logs for support. Do not send an API key or full customer data in a support message.

## The call connects but the handset is silent

Keep the call open long enough to hear the complete greeting, then note whether you hear any speech, background sound, or only silence. A transcript showing agent speech proves the model produced text; it does **not** prove those audio frames reached the phone. Compare the handset with the recording if one becomes available.

Check that the phone is not muted, that its audio route is correct, and that another ordinary call plays normally. Then run one controlled Quick Call, rather than repeatedly dialing. If the browser playground works but the handset stays silent, report that distinction and the call ID so support can inspect the telephony path.

## You hear a sound, then the agent stops

Note the exact word or sound and when the silence began. Short caller sounds can be mistaken for an interruption, but silence can also have another cause. Check whether the agent transcript contains a longer reply and whether the recording captures that reply. Keep the original call evidence instead of assuming a prompt edit will repair audio transport.

## The agent cannot hear you

Speak a short, clear sentence after the greeting and wait. If the transcript has no caller turn, tell support what you said, whether the phone microphone worked on another call, and whether you heard the agent's greeting. A missing caller transcript is a useful clue, not proof that the phone or the agent caused the failure.

## The recording or transcript is missing

A completed call may appear before its recording has finished processing. Refresh the call record later and compare its status, transcript, and recording separately. If evidence remains missing, share the call ID and time with support; do not publish a private recording or transcript on the public documentation site.

## Collect a useful support report

1. **Find the call ID** — Open Call Logs and copy the identifier for the affected test.
2. **Describe what the handset did** — Say whether it rang, connected, played a sound, or remained silent, and include the approximate time.
3. **Compare the evidence** — Note whether the browser test worked, whether agent and caller turns appear in the transcript, and whether a recording is available.
4. **Share one controlled example** — Send the call ID and observations to support. Avoid sharing credentials or unrelated customer information.

For the complete test workflow, see [Place a Quick Call](https://docs.callultra.com/documentation/quick-call). For post-call evidence, see [Review recordings and transcripts](https://docs.callultra.com/documentation/call-records).