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Nine times out of ten this is one of three things: the number is not attached to the agent, the agent is not live on a paid plan, or your existing business number is not forwarding to Brilo. Ring your Brilo number directly from your own phone first, because that single test tells the three apart.

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Start here

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The phone rings and nobody picks up

Why this happens. A number with no agent attached rings and nothing answers. The same happens when the number is attached to a different agent than you think, which is easy after moving numbers around. Fix it. Open the agent and check Deployment. The number should be listed as attached there. If it is not, attach it. See Turn your agent on. Still stuck. Check you are on a paid plan. Taking an agent live needs one, and the Free plan covers building and browser test calls only. See Plans.

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My agent answers then goes silent

Why this happens. The call connected but the agent could not start speaking, usually a momentary problem reaching the voice or language service. The call record shows a status of Failed rather than Completed even though the caller heard the line open. Fix it. Ring it again. A single silent call among working ones is a transient failure, not a setting. Still stuck. If it happens on every call, the agent has a problem rather than the line. Check the call record for the reason it ended, then contact support@brilo.ai with one call’s date, time, and number.

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Callers hear that the number is unavailable

Why this happens. The number is not routable. Either it was released, it was never fully set up after an import, or the caller is dialling a number that no longer belongs to you. Fix it. Check the number still appears in your phone numbers list. If you imported it, confirm the import finished, since a half completed import leaves the number unreachable. See Import a phone number from Twilio. Still stuck. Buy a Brilo number, attach it to the same agent, and ring that. If the Brilo number works, the problem is the imported number rather than your agent.

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It worked all month and stopped

Why this happens. You have used all the call minutes your plan includes, and extra usage is switched off, so calls are being refused. Nothing changed in your agent, which is what makes this one confusing. Fix it. Switch extra usage on to carry on at your plan’s per minute rate, or move up a plan. See Limits and Plans. Still stuck. Check the date. If this happens in the last week of every billing period, your plan is too small rather than broken.

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Test calls work but real calls do not

Why this happens. This is the signature of forwarding that has not taken effect. Your Brilo number works, so your agent is fine, but your business number is still ringing your old phone. Fix it. Check the forwarding setting saved at your existing phone provider, and that it forwards to the Brilo number rather than a mobile. See Use your existing number. Still stuck. Some providers only forward when a call is unanswered after a set number of rings. Check whether yours is set to forward always or forward on no answer.

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Calls drop after a few seconds

Why this happens. The call connected but the media never established properly, so there is nothing to hear and the call ends. It shows as Failed on the call record. Fix it. If you imported a number, this is usually a setting on your provider’s side. The common issues section of Import a phone number from Twilio covers the usual causes. Still stuck. Send support a call that did this, with its time and the number that dialled.

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Neither side can hear the other

Why this happens. On a browser test call, this is almost always your browser blocking the microphone. On a phone call, it points at the media path for an imported number. Fix it. For a browser test, allow the microphone for the dashboard and reload. For a phone call, compare against a Brilo bought number to tell the two cases apart. Still stuck. See The call sounds bad for quality problems that are not total silence.

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FAQ

Most often because no number is attached to it in the Deployment tab, or because your account is still on the Free plan, which does not take real calls. Ring your Brilo number directly to check the agent itself before looking at forwarding.
The call connected but the agent could not start speaking, which is usually a transient failure. Ring again. If every call is silent, check the reason on the call record and send support one example rather than changing settings.
Because your Brilo number is working and your business number is not forwarding to it. That is a setting at your existing phone provider, not in Brilo. See Use your existing number.
The call connected but audio was never established, so it ends within a few seconds and shows as Failed. On imported numbers this is nearly always a provider side setting. Compare with a Brilo bought number to confirm.
Yes, unless extra usage is switched on for your workspace, and it is off by default. This is worth checking whenever an agent that worked all month stops without any change from you, especially near the end of a billing period. See Limits.
One specific call: the date and time, the number that dialled, and the number dialled. One real example beats a description, because the call record holds the reason the call ended.