Troubleshooting:
Porting Delays or Failures:
Issue: Porting status remains "Requested" for an extended period.
Possible Causes:
Incorrect information provided during the porting process.
Delays from the originating phone service provider.
Technical issues on the VoIP platform.
Solution:
Double-check that all required information (e.g., account numbers, phone number ownership, etc.) was submitted correctly during the porting process.
Work with Twilip to follow up on the status of the porting request.
Ensure that no external port blocking or firewall settings interfere with the porting process.
Calls Not Routing Correctly:
Issue: Incoming calls to a phone number do not reach the intended extension.
Possible Causes:
The phone number is not assigned to the correct extension or call group.
Incorrect phone number formatting or input errors.
Call flow or routing rules are misconfigured.
Solution:
Go to the "Phone Numbers" section and ensure the correct extension or call group is assigned to the number.
Re-enter the phone number and confirm the formatting (including country code if applicable).
Verify the routing rules in the call flow and make sure that incoming calls are directed to the correct destination.
Busy Signal or Call Rejection:
Issue: Callers are hearing a busy signal or the call is rejected.
Possible Causes:
The extension associated with the phone number is busy or in "Do Not Disturb" mode.
Misconfiguration in the call flow that causes call rejection when the extension is unavailable.
Solution:
Check the extension settings to ensure "Do Not Disturb" is disabled.
Verify that the call flow allows for call forwarding or voicemail when the line is busy.