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Start with the operation that failed. Import validation, saved assignment, provider routing, and conversation execution are separate stages with different evidence.

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Diagnose the stage

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Inspect saved configuration first

1

Read the phone record

Use Get phone number. Compare the identifier, assignment, environment, and trunk details with your intended deployment. Record safe identifiers and the request error code.
2

Check recent changes

A supplied agent_id without branch_id clears the old branch selection. An explicit null branch also removes it. Review assignment rules before applying another update.
3

Review provider evidence when a runtime is available

Compare the authorized test call’s timestamp, direction, provider call ID, response status, and routing destination. If signaling succeeds but audio fails, inspect the negotiated media settings and network path rather than assuming successful signaling proves two-way audio.
For a carrier-side SIP issue, use the provider’s current diagnostics, such as Twilio’s trunk troubleshooting. Keep signaling credentials, access tokens, and customer transcripts out of public reports. Avoid repeated outbound retries until you know whether an earlier attempt created a call.

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Prepare a useful support report

Include the operation, redacted error, workspace and phone-number identifiers, agent and branch identifiers, timestamp with time zone, and expected routing behavior. State whether the failure occurred before provider contact, during signaling, or after answer. Include a provider call ID only when an actual provider attempt exists.

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Frequently asked questions

No. It reflects stored configuration. Import does not perform a live authentication or connectivity check.
First establish whether the previous request created a call. A blind retry can create duplicate attempts once calling is available.