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

# Troubleshooting

> Fixes for calls that won't connect, missing audio, recordings, voicemail, and caller ID.

## Overview

Voice runs on Twilio and shares the Conversation timeline with email, SMS, and chat. Most call problems come down to **which number you're calling from**, **browser permissions**, or a **recording / voicemail policy**. Start with the table.

## Common issues

| Symptom                                             | Likely cause                                                                                                   | What to check                                                                                                                  |
| --------------------------------------------------- | -------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------ |
| Can't place an outbound call                        | No phone number provisioned, or no line selected in the dialer                                                 | Provision a number in **Settings → Phone & SMS → Numbers**; pick a line in the dialer.                                         |
| Call goes out from the **wrong number**             | The dialer is on a different line, or no line was selected                                                     | Pick the line you want in the dialer's **Line** picker. With nothing selected, calls go out from your first number.            |
| Your **name doesn't show** on the recipient's phone | Caller-ID name (CNAM) is carrier-controlled, not a Custral toggle                                              | Custral stores the caller-ID name as intent; actual handset display depends on carrier CNAM registration and isn't guaranteed. |
| Inbound calls **don't ring** the dialer             | You lack access to that number, the app/dialer is closed, or the number isn't routed to you                    | Confirm access to the number, keep the app open, and check the number's routing.                                               |
| **No audio / mic** in the dialer                    | Browser microphone permission denied, or the wrong input device                                                | Grant mic permission for the site and pick the correct input device in your browser.                                           |
| A call **wasn't recorded**                          | Recording policy is "never" (org default or the number's override), or an all-party-consent rule suppressed it | Check **Settings → Phone & SMS → Recording** and the number's per-line override.                                               |
| A recording has **no transcript**                   | Transcription is best-effort and rides the recording stream                                                    | The audio is authoritative and still plays; a failed transcript simply doesn't populate.                                       |
| **No voicemail** on a missed call                   | Voicemail is disabled on that number, or the caller hung up before recording                                   | Enable voicemail on the channel and confirm a greeting is set.                                                                 |
| A **verified (external) caller ID** isn't usable    | Verification is per-account and per-number                                                                     | Verify the number under **Settings → Phone & SMS**. It's scoped to the account that verified it.                               |

<Note>
  When reporting an issue, include the **request id** shown in the error toast. It links the in-app error to the server
  logs.
</Note>

## Related

* [Dialer](/comms/voice/dialer) · [Recording](/comms/voice/recording) · [Voicemail](/comms/voice/voicemail) · [Caller ID](/comms/voice/caller-id)


## Related topics

- [Troubleshooting](/comms/sms/troubleshooting.md)