If calls are not being answered by your agent, there are a small number of likely causes — and most are resolved in under 5 minutes. Work through this checklist from top to bottom.

Step-by-step diagnostic

1️⃣
Is the agent status set to Active?
Go to Agents → [your agent]. Check the status badge in the top right. If it shows Paused or Draft, click Activate. Only Active agents answer calls.
2️⃣
Does the agent have a phone number assigned?
Go to Agents → Edit → Telephone. The phone number field must show a provisioned number. If it's blank, go to Phone Numbers to buy and assign one.
3️⃣
Have you synced the agent since your last change?
Unsaved or unsynced changes are not reflected in live calls. In the Agent editor, click Sync to Voice Agent. Wait for the green "Synced" confirmation before testing again.
4️⃣
Are you calling the VoiceForge number — or your old number?
If you're using call forwarding, make sure you're testing by calling your old (forwarded) number from a phone that is not the one with forwarding set up. Calling your own number from the same SIM that has forwarding doesn't always work. Use a different device.
5️⃣
Is call forwarding correctly configured?
Call forwarding issues are the most common cause of missed calls. Check that forwarding is still active on your phone — it can sometimes be reset after a carrier update or phone restart. See Call forwarding issues for a full diagnostic.
6️⃣
Have your credits run out?
If your monthly credit allowance is exhausted, agents stop answering until credits reset on your billing date. Go to Settings → Billing to check your credit balance. If credits are at zero, upgrade your plan to get an immediate top-up. See Credits and usage.
7️⃣
Is the phone number still provisioned?
Go to Phone Numbers and confirm the number is listed as active. Numbers can occasionally be flagged by the carrier. If the number shows as suspended or unavailable, contact support immediately.
8️⃣
Does Test Mode work?
Go to Agents → Edit → Test Mode and start a browser call. If the agent answers in Test Mode but not on the phone number, the issue is with the number or forwarding setup. If it doesn't answer in Test Mode either, contact support with your agent ID.

Still not working?

If you've worked through the full checklist and the agent still isn't answering, contact support with the following information:

  • Your account email address
  • The agent name and the phone number assigned to it
  • The number you're calling from and the time of the test call
  • Whether Test Mode works or also fails
  • A screenshot of the agent status and phone number assignment

This allows support to investigate the issue at the telephony and account level without back-and-forth.