Troubleshooting

Common issues and solutions for Telepath Voice AI

Calls Not Connecting

Calls Go to Voicemail

First, verify the basics:

• Connection status in the dashboard shows Active
• Carrier origination URI is correctly configured
• SIP username and password are correct
• Carrier has provisioned the SIP trunk

Then open the call log, click the failed call, and inspect the SIP trace for a specific error code:

One-Way Audio

Caller hears the AI agent but the agent cannot hear the caller.

• Check NAT/firewall settings with your carrier
• Try switching codec (G.711 ↔ G.722)
• Verify RTP port ranges are open (typically 10000–20000)
• Contact carrier to verify media gateway routing

Intermittent Connections

• Check carrier load — they may have capacity issues
• Monitor network for packet loss
• Verify AI provider uptime on their status page
• Compare call success rates by time of day to identify patterns

Audio Quality Issues

Echo / Feedback

Caller hears their own voice delayed.

• Contact carrier to enable echo suppression
• Adjust VAD end-of-turn timeout: reduce to 600ms if too high, increase to 1000ms if too low
• Check with carrier whether they are looping audio

Audio Cutting Out

Sporadic silence or dropped audio segments.

• Check dashboard metrics: packet loss should be <1% and jitter <50ms
• Try switching to G.722 if currently on G.711
• Check network conditions; reduce competing traffic
• Check the AI provider status page for service degradation

AI Agent Hard to Understand

• Switch to G.722 for better audio quality input
• Increase the VAD end-of-turn timeout — it may be cutting audio too early
• Enable noise adaptation in VAD settings
• Update your AI agent’s system prompt to include examples of expected caller inputs

Latency Issues

Very High Latency (>1000ms)

Open the call details in the dashboard and check the latency breakdown:

• High Carrier Lag (>300ms) — contact your carrier about network routing; consider a different carrier
• High AI Latency (>500ms) — AI provider may be overloaded; check their status page; consider a faster provider
• High Gateway Processing (>50ms) — rare; contact Telepath support

Inconsistent Latency

• Monitor multiple calls to identify time-of-day patterns
• Check carrier and AI provider for peak-hour degradation
• Review network conditions at the time of slow calls

Call Disconnections

Calls Drop After a Few Seconds

Connection is established but immediately terminates.

• Check call logs for error details and SIP BYE messages
• Verify AI provider credentials: test the API key independently; check for quota exhaustion or account suspension
• Rotate the API key if it may have been revoked

Long Calls Get Dropped

Calls work but drop after 10+ minutes.

• Contact carrier about session timeout limits
• Implement WebSocket keep-alive messages in your custom endpoint
• Check whether your AI provider drops idle connections

AI Provider Issues

OpenAI API Error

1. Open OpenAI dashboard → verify key is active and not revoked
2. Check usage/quota limits and payment method status
3. In Telepath dashboard, update API key under connection settings
4. Click "Test Connection" to confirm

ElevenLabs Agent Not Responding

1. Log into ElevenLabs → confirm agent is published and active
2. Verify agent ID matches the ID in Telepath connection settings
3. Confirm agent has a system prompt and a voice selected
4. Regenerate API key if it may be stale; update in Telepath

Custom WebSocket Endpoint Unreachable

1. Confirm endpoint is publicly accessible (not localhost)
2. Verify it accepts wss:// (TLS required — plain ws:// is rejected)
3. Check that required ports are open in your firewall
4. Enable verbose logging on your server to capture connection attempts
5. Add Telepath IPs to your allowlist if restricting inbound connections

Connection / Trunk Issues

Connection Won’t Activate

• Confirm all required fields are filled: AI provider, API key/agent ID, SIP username, and password (minimum 8 characters)
• Ensure the SIP username is unique — try a different name if it conflicts
• Test AI provider credentials independently
• Contact support with the connection ID and error message if the issue persists

Can’t Edit Connection Settings

• Refresh the page and try again
• Clear browser cache or try an incognito window
• Try a different browser
• Contact support if the issue persists

Dashboard Issues

Call Log Empty

• Refresh the page (Cmd+R / Ctrl+R)
• Check that the connection is active
• Verify the date range selector includes the time of your test calls
• Make a test call to confirm real-time logging is working

Dashboard Slow or Unresponsive

• Narrow the date range to reduce the number of calls loaded
• Close other browser tabs
• Refresh the page or try a different browser

Getting Help

Before Contacting Support

Gather the following so the team can help you faster:

• Connection ID
• Call ID (if call-related)
• Timestamp of the issue
• Error message or description
• Steps you’ve already tried

Contact Support

• Email: [email protected]
• Dashboard: create a support ticket from the help menu
• Urgent issues: include “URGENT” in the subject line for a 1–2 hour response target