If real calls aren't reaching your AI, work this list top to bottom. Each step takes under a minute and rules out a common cause.
1. Place a test call from inside the app
Settings → AI Voice → Call Scripts → click Test on the "General Inquiry" scenario. The system places a call to your registered cell phone within 30 seconds.
- Test call works, real calls don't → it's routing or phone number config, not your AI. Skip to step 3.
- Test call doesn't work either → your AI assistant config is the issue. Skip to step 5.
2. Confirm you have a connected phone number
Settings → Phone → Phone Numbers. You should see at least one number with status Active assigned to your current location. If not:
- Purchase a number right now ($2/month), or
- Check the Porting tab if your port is still in progress
3. Check your routing mode
Settings → Phone → Inbound Call Settings. Confirm Routing Mode is not set to:
- "Ring staff first" — calls go to your cell or office line first; AI is overflow
- "Office hours route to staff" — during business hours staff get the call, not AI
- "Voicemail-only" — AI is paused
If you want AI to answer every call, set Routing Mode to "AI answers first, always."
4. Check for upstream call forwarding
If you ported a number, occasionally the old carrier's forwarding settings persist. Call your carrier and ask them to disable any call forwarding on the line. (Easy to spot: every call rings exactly once, then jumps somewhere unexpected.)
5. Check the AI assistant config
Settings → AI Voice → Settings tab. Confirm:
- Voice is selected (a card has the green checkmark border)
- Opening greeting is non-empty
- The status banner at top shows AI Active (not "AI Paused")
If anything's missing, fix it and click Save Settings, then rerun the test call.
6. Check your subscription status
Settings → Subscription. Failed payments past 14 days move accounts to read-only — calls keep being answered, but if you're at 30+ days the account may be suspended. Update payment method if needed.
7. Look at recent calls
Calls → Call Logs. If you see recent calls with outcome No Answer or Hung Up immediately, your AI is being reached but failing fast — open one and listen to the recording for the actual symptom.
Still stuck?
Email support@frontdesk.care with:
- Your practice name
- The phone number callers are dialing
- The date/time and caller number of a specific failed call attempt
- What the caller heard (silence, busy signal, voicemail, etc.)
We can pull the carrier-level trace from your call to see exactly where it died.
What's next
- Configure call routing
- Review call logs for patterns