> ## Documentation Index
> Fetch the complete documentation index at: https://docs.subverseai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Call Issues

> Common call issues and their solutions

## Could Not Connect

**Possible Causes:**

* Invalid or incorrect phone number format
* Network connectivity issues
* Telephony provider problems
* Customer's phone is off or unreachable
* Number is blocked or invalid

**Solutions:**

* Verify phone number format (include country code)
* Check telephony integration status in Integrations section
* Retry during different times of day
* Contact telephony provider for trunk status
* Validate number before calling

## Short Duration Calls (\< 10 seconds)

**Possible Causes:**

* Customer hung up immediately
* Poor audio quality
* Agent didn't respond quickly enough
* Wrong number dialed
* Greeting message unclear

**Solutions:**

* Improve greeting message clarity
* Reduce initial response time (adjust Agent Responsiveness)
* Verify target audience and phone list quality
* Test audio quality with sample calls
* Consider greeting type (Prompt vs Listen)

## Long Duration Calls (> 10 minutes)

**Possible Causes:**

* Agent unable to resolve customer issue
* Circular conversation loops
* Missing information in knowledge base
* Complex customer inquiry beyond agent capability
* No clear exit strategy

**Solutions:**

* Add relevant content to knowledge base
* Improve system prompt with clearer instructions
* Enable human transfer option for complex cases
* Add timeout mechanisms (Max Duration setting)
* Define clear end-of-call criteria in prompt

## Incomplete Conversations

**Possible Causes:**

* Customer lost interest
* Agent responses not relevant
* Technical issues during call
* Customer got what they needed early

**Solutions:**

* Review transcripts to identify drop-off points
* Improve conversation flow in system prompt
* Add engagement techniques
* Ensure agent addresses customer needs directly