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If your VozAgent phone number isn’t working as expected — calls aren’t coming through, the number isn’t provisioning, or callers are hearing errors — this guide will help you identify and resolve the issue.

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Number Not Receiving Calls

Symptoms: You call your VozAgent number and it doesn’t connect, rings endlessly, or plays a generic error message. Solutions:
  1. Verify the number is active. Go to Phone System in the sidebar and check that your number appears in the list with an active status. If you just purchased the number, it may take 2-3 minutes to become fully provisioned.
  2. Check that an assistant is assigned. A phone number without an assigned assistant won’t answer calls. Look at the number in the Phone System list — if it says “Unassigned,” click the number and assign an assistant to it. See Assigning Numbers to Assistants for details.
  3. Confirm your subscription is active. VozAgent requires an active subscription to handle calls. Go to Settings > Billing to check your plan status. If your subscription has lapsed, calls will not be answered.
  4. Try calling from a different phone. Some carriers block or filter calls to newly provisioned numbers. Try calling from a different phone line (mobile, landline, or a colleague’s phone) to rule out a carrier issue on the calling side.
  5. Check for call forwarding conflicts. If you set up call forwarding from your existing business line to your VozAgent number, verify that the forwarding is configured correctly with your phone provider. Incorrect forwarding settings can cause calls to loop or fail silently.
Tip: After purchasing a new number, wait 2-3 minutes before testing. Phone number provisioning takes a short time to propagate across carrier networks.

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Number Stuck in Provisioning

Symptoms: You purchased a phone number but it never appears as active, or the “Getting…” state doesn’t resolve. Solutions:
  1. Refresh the page. Sometimes the UI doesn’t update immediately after provisioning completes. Do a hard refresh (Cmd+Shift+R on Mac, Ctrl+Shift+R on Windows).
  2. Wait a few minutes. Provisioning typically completes within a minute, but in rare cases it can take up to 5 minutes. If the number still isn’t active after 5 minutes, contact support.
  3. Check your plan limits. If you’ve reached the phone number limit for your plan, the number may not provision until you upgrade or add an extra number. Go to Settings > Billing to review your plan.
  4. Contact support. If the number is stuck for more than 10 minutes, email support@vozagent.ai with your account email and the phone number you were trying to provision.

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Callers Hear a “Number Not in Service” Message

Symptoms: People calling your VozAgent number hear a standard carrier recording saying the number is not in service or has been disconnected. Solutions:
  1. Verify the number is still in your account. Go to Phone System and confirm the number appears in your list. If it’s missing, it may have been released or deleted.
  2. Check your subscription status. If your subscription has expired or been cancelled, your phone numbers may be deactivated. Go to Settings > Billing to check.
  3. Wait after recent changes. If you recently changed settings on the number (like toggling SMS or updating the friendly name), give it a minute to propagate before testing.

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Call Forwarding Not Working

Symptoms: You set up call forwarding from your existing business line to your VozAgent number, but calls aren’t reaching VozAgent. Solutions:
  1. Test the VozAgent number directly. Call the VozAgent number by dialing it directly (not through forwarding). If it works when dialed directly, the issue is with your forwarding setup, not with VozAgent.
  2. Check your forwarding settings with your carrier. Each phone carrier has a different process for setting up call forwarding. Make sure you’ve configured “unconditional forwarding” (all calls) or the appropriate forwarding type for your needs.
  3. Verify the forwarded-to number is correct. Double-check that you entered the full VozAgent phone number, including the area code, in your carrier’s forwarding settings.
  4. Look for carrier restrictions. Some carriers restrict call forwarding to VoIP numbers. If your carrier blocks forwarding to VoIP, contact them to ask about enabling it or consider using your VozAgent number as a direct line instead.
For a full guide on setting up forwarding, see Forwarding Calls to VozAgent.

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Twilio vs. VozAgent-Hosted Numbers

VozAgent provides phone numbers through its built-in phone system, but you can also connect your own Twilio account if you prefer to manage numbers through Twilio directly.

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VozAgent-Hosted Numbers (Default)

  • Purchased and managed entirely within VozAgent
  • No external accounts needed
  • Go to Phone System to search for and purchase numbers
  • Included in your plan (with add-on options for extra numbers at $5/month each)

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Twilio-Connected Numbers

  • Requires a Twilio account with phone numbers already purchased
  • Connected through the Integrations > Twilio page
  • Useful if you already have Twilio numbers and want to keep using them with VozAgent
  • SIP and voice routing is handled through Twilio’s infrastructure
If you’re using Twilio numbers and experiencing issues:
  1. Check your Twilio account balance. Twilio numbers require an active Twilio account with sufficient funds. Log in to your Twilio dashboard and verify your balance.
  2. Verify the Twilio integration is connected. Go to Integrations in VozAgent and confirm the Twilio card shows a connected status.
  3. Check Twilio’s status page. Occasionally, Twilio may have service disruptions that affect call routing. Check status.twilio.com for any active incidents.
  4. Review SIP configuration. If you set up SIP trunking manually, ensure the SIP endpoint is correctly pointed to VozAgent. Incorrect SIP settings are the most common cause of call failures with Twilio numbers.

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Caller ID and Spam Labels

Symptoms: People report that your VozAgent number shows up as “Spam Likely,” “Scam Likely,” or “Unknown Caller” on their phones. Solutions:
  1. Register your number. New phone numbers sometimes get flagged by carrier spam filters. This is more common with numbers that make a high volume of outbound calls. Use services like the Free Caller Registry to register your number.
  2. Set a friendly name. Go to Phone System, click your number, and give it a descriptive friendly name like “Smith Plumbing Main Line.” While this name doesn’t directly affect caller ID on the receiving end, it helps you manage your numbers.
  3. Keep call volume reasonable. Making a very large number of outbound calls in a short period can trigger carrier spam filters. If you’re running outbound campaigns, pace your calls and monitor for spam flagging.
  4. Use a local number. Local numbers with an area code matching your service area are less likely to be flagged as spam compared to toll-free numbers.

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SMS and MMS Not Working

Symptoms: You expected your number to support text messaging, but SMS or MMS isn’t working. Solutions:
  1. Check the number’s capabilities. Not all numbers support SMS. Go to Phone System and look at the SMS and MMS columns in the number table. If there’s no checkmark, the number doesn’t support messaging.
  2. Verify SMS is enabled. Click on the number in Phone System and check that SMS is toggled on in the settings panel.
  3. Check your plan. Some SMS features may require specific plan tiers. Review your plan details at Settings > Billing.

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Next Steps