Identify the first stage that failed
Work through saved setup → audio preview → connection check → assigned line → business-number route → conversation → saved outcome → report. A successful later-looking screen does not prove an earlier stage worked. Record the agent, approximate call time, exact visible message and what you expected.
Setup will not save or activate
Check required company, agent, service and handoff information. Save pending edits before connection, number-assignment or booking-system actions that require a saved version. For a conflict, use Refresh status, review the currently saved values and reapply only the intended change. Refreshing can discard unsaved edits after confirmation, so preserve your wording first.
Activation also needs an assigned line, a passing saved voice-connection check and explicit authorization. A checklist is not a reason to buy a second number when the correct one already exists.
Preview is silent or slow
Check speaker volume, output device and the browser's audio controls. Use the visible audio player if playback requires interaction. Stop the prior sample before starting another. Test a short script and observe Preparing voice or the reported error instead of launching repeated previews.
A voice preview does not need to place a customer call. Browser microphone permission becomes relevant to a human takeover; do not confuse it with playing a generated sample.
The agent does not answer the business number
Call the assigned AI line directly after activation. If it works, investigate the upstream business-number route: the digits, busy/no-answer rules, schedule and voicemail timing. If the direct line fails, inspect saved activation and connection readiness first. A website link or greeting instruction does not establish forwarding.
If a human handoff loops, check whether the office number routes straight back to AI. Restore the known working route while fixing the destination.
A request was not booked
Read the configured booking mode. Housecall Pro service requests and TradeVulcan lead capture are not confirmed appointments. For ServiceTitan, review account access, job-type/business-unit mappings, returned availability and the actual saved result. Search the CRM before repeating an uncertain operation.
Check whether the service or location was excluded, required details were incomplete, or the caller did not confirm. Those cases may correctly result in a request or handoff rather than a booking.
Dashboard or live controls look wrong
Reset unintended filters and confirm agent, line, time zone and range. N/A is not necessarily a fault: current human-first coverage, telephone answer latency and historical after-hours classification can be unavailable. Unknown source means no recorded attribution.
For Restricted recordings or transcripts, ask an administrator to check access. For stale live status or Recovery needed, inspect the existing operation and refresh rather than starting a second takeover. Leaving a monitor does not end the customer call.
Escalate with useful evidence
Send your workspace and agent reference, timestamp, failing stage and visible support message through the approved support channel. Do not post credentials or private customer recordings publicly. Explain which direct-line, routing or CRM check already succeeded so support can start at the right point.