Requires: All roles Last verified: 2026-09-21

Troubleshooting Agents¶

Something is not working? Start here. Find the symptom below, try the checks in order, and follow the link for the full steps. If you cannot solve it, contact support with the details listed at the end of this page.

First, look at the call¶

Most problems can be understood by looking at what happened. These tools take a minute:

Tool	What it shows	Where
Agent Call History	Whether the call happened, how long it lasted, and the transcript: what the agent and the caller actually said	Agent Call History
Agent Preview	The agent, live, with your microphone. The fastest way to test a change	Preview and Go Live
Messaging History	Whether an email or WhatsApp message was sent, and why one failed	Messaging History
Call FW & Escalations	Transfers and supervisor joins	Call FW & Escalations
RAG Testing Playground	What the agent finds in your documents	Creating Knowledge Bases

Customers cannot reach the agent (inbound)¶

Check these in order:

Agent status is Active. A Draft or Inactive agent cannot take calls. See status.
Inbound Calls is Enabled and the direction is Inbound Call Handling. See Telephony and Call Direction.
The phone number has a dispatch rule that points to the agent, and the rule is Live. See Dispatch Rules.
The number is written exactly as your provider sends it: digits only, with the country code. See Phone Numbers.
The SIP trunk is Registered. See SIP Trunk.
Your provider is sending calls to Vyom. Ask them to check where inbound calls are sent.
The call is not in Agent Call History at all? Then it never reached Vyom. The cause is at your provider or in the number setup.

Outbound calls do not go out¶

The agent is Active, and Outbound Campaigns is Enabled. See Launching Outbound Agents.
There are contacts left to call. If everyone was already called, choose Not reached yet or Everyone under Who to call.
The contact list has a phone number column and the numbers include the country code.
The trunk is registered, and the number has an Outbound Agent and is Active. For Plivo, check the Outbound SIP Host. See SIP Trunk.
Max Concurrent Calls is not higher than your provider allows. Some providers allow only one call at a time. Calls beyond the limit fail.
If a scheduled run says Did not run, outbound dialing was off when it was due.
"Failed to schedule … 401" means your session expired. Sign in again and retry.

The result of each call is in Agent Call History, on the Outbound tab: No Answer, Busy, Rejected or Failed.

Sound problems¶

Symptom	What to try
Nothing is heard in Agent Preview	Allow the microphone when the browser asks. Click anywhere on the page, because browsers block sound until you do. Check the tab is not muted.
The agent does not speak first	Add an Agent Greeting. Check the call actually connected.
Long pauses before the agent answers	For a Tamil, Russian, Telugu, Kannada or Uzbek agent, set End-of-Turn Detection to Language-aware. Otherwise, choose a faster model or voice. Give the agent fewer actions, because every action adds work for the model. Keep the Agent Definition short. Try Speech-to-Speech, which is usually more direct. See AI Models.
The agent talks over the caller	Raise Interruption Sensitivity (choose High). See turn-taking.
The agent cuts in while the caller is thinking	Choose Patient for the End-of-Turn Silence Delay.
The agent stops because of a cough or noise	Choose Low for Interruption Sensitivity.
The call ends by itself	It reached the Agent Talk Time Limit. Raise it on the General Details tab.
The voice sounds wrong or the speech is too slow or too fast	Change the Speech Speed, or choose another voice.

The agent says the wrong things¶

Symptom	What to try
It ignores your instructions	Make them shorter and clearer. Put the most important rule first. Say what to do, not only what to avoid. See writing the Agent Definition.
It makes up facts	Attach a knowledge base, and tell the agent to look things up and to say it does not know when the answer is not there. See Attaching Knowledge.
It gives long answers or reads lists aloud	Ask for one or two short sentences and no lists.
It says a value is "undefined", or asks for information you already have	A contact-list column name does not match. Use the exact name from the file, for example `{{contact_list_csv.customer_name}}`, and use Insert Variable rather than typing it. See Insert Variable. Placeholders are filled in on outbound calls only.
It uses the wrong action	Make each action's description clearly different, and remove actions the agent does not need. See Agent Actions.
The wrong agent answers	Check which agent each dispatch rule points to.

Language problems¶

Symptom	What to try
The agent does not understand the caller	Check the Default Language. On a Cascaded agent, check the speech provider supports it (for example Nova 3 for Telugu and Kannada).
It understands but sounds wrong	The voice may not speak that language well. Choose another voice.
It does not switch language when asked	Name the languages in the Agent Definition. Prefer Speech-to-Speech.

See Agents That Speak Several Languages.

Actions do not work¶

Action	Check first
HTTP Tool	The address is correct and public. The key in Headers is valid. Your service answers within 10 seconds. See HTTP Tools.
MCP Server	The address and Transport are right. Select Load tools to test the connection. See MCP Servers.
Email	The SMTP configuration shows Verified. The agent collected the customer's address. See Sending Email.
WhatsApp	The template is Approved and the customer has agreed to messages. See WhatsApp Actions.
DTMF capture	The caller pressed the stop digit. It cannot be tested in Preview. See DTMF Keypad Capture.
Call transfer	The destination is a full SIP address and your provider supports transfers. See Call Escalation.

Also remember: actions are not saved until you select Save Agent.

The agent does not find answers in my documents¶

The documents are attached to the agent (Knowledgebase tab), and Save Attached Documents was selected.
Test the question in the RAG Testing Playground.
The document has real text. A scanned PDF cannot be read.
All attached documents use the same embedding model.

See Creating Knowledge Bases.

Console problems¶

Symptom	What to try
A menu item is missing	Your role does not include it. Ask a Tenant Admin. See Role Based Access Control.
"You do not have permission"	The action needs a higher role.
My new role has no effect	Sign out and sign in again. A role applies at the next sign-in.
Sudden sign-in prompts or errors like 401	Your session lasts about 8 hours. Sign in again.
The agent will not save: "AI Model configuration is required"	Open AI Models and enter a working API key for every provider. See AI Models.
"Save the agent first"	Some tabs need the agent saved once. Select Save Agent.
A change is not showing	Reload the page. Then check you selected Save Agent.
"This agent is not in a group you have access to."	Ask a Tenant Admin to add you to the group. See Manage Users & Groups.

What is not supported yet¶

Some things you might expect are not built yet. Do not spend time trying to make them work. They are listed in References.

Contact support¶

If you have followed the steps and it still fails, write to support@eternascisense.com. The more of this you include, the faster we can help:

Your organisation and the agent's name.
What you expected, and what happened instead.
The date and time of the call, with your time zone.
The phone number of the caller, and the Call Session ID shown in Call FW & Escalations if the call was escalated.
Steps to repeat the problem.
A screenshot of any error message.
Whether it happens every time, or only sometimes.

Never send passwords or API keys

Do not include passwords, API keys or full card numbers in an email. Support will never ask for them.

Need help or clarification? Email support@eternascisense.com, or call the support number shown on vyom.eternascisense.com.