Troubleshooting

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Calls Not Connecting

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Issue: Calls Go to Voicemail

1. Connection status in dashboard is “Active”
2. Carrier configuration has correct origination URI
3. SIP username and password are correct
4. Carrier has provisioned the SIP trunk

Diagnosis:
1. Check dashboard call log for failed attempts
2. Click the failed call to see SIP trace
3. Look for specific error code (401, 403, 500, etc.)

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Issue: One-Way Audio

1. Check NAT/firewall settings with carrier
2. Try different codec (G.711 vs G.722)
3. Verify RTP port ranges open (typically 10000-20000)
4. Contact carrier to verify media gateway routing

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Issue: Intermittent Connection

1. Check carrier load (may have capacity issues)
2. Monitor network for packet loss
3. Verify AI provider uptime
4. Try different time of day to identify patterns

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Audio Quality Issues

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Issue: Echo/Feedback

• Carrier echo suppression not enabled
• Audio feedback loop in carrier
• VAD sensitivity too high

1. Contact carrier to enable echo suppression
2. Check with carrier if they’re looping audio
3. Adjust VAD end-of-turn timeout:
   • Reduce to 600ms if too high
   • Increase to 1000ms if too low

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Issue: Audio Cutting Out

• Network packet loss
• Codec mismatch
• Jitter buffer overflow
• AI provider hiccup

1. Check dashboard metrics:
   - Packet loss % (should be <1%)
   - Jitter (should be <50ms)
   - Codec used (try switching)

2. Try G.722 if using G.711

3. Check network:
   - Run speed test
   - Monitor for interference
   - Reduce other traffic

4. Monitor AI provider:
   - Check their status page
   - Review provider metrics in dashboard
   - Try different AI provider

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Issue: High Background Noise

• Codec too low quality (G.711)
• AI provider’s audio processing weak
• Carrier audio quality poor
• Network interference

1. Switch to G.722 codec for better quality
2. Try different AI provider
3. Test from different location/device
4. Contact carrier about audio quality

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Issue: AI Agent Hard to Understand

1. Improve Audio Quality:
   • Use G.722 codec
   • Ensure clear microphone
   • Reduce background noise
2. Tune AI Agent:
   • Update system prompt for clarity
   • Provide examples of expected inputs
   • Test with different speakers
3. Check VAD Settings:
   • May be cutting audio too early
   • Increase end-of-turn timeout
   • Enable noise adaptation

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Latency Issues

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Issue: Very High Latency

1. Open call details in dashboard
2. Check breakdown:
   • Carrier Lag: How long for carrier to send audio
   • AI Latency: How long for AI provider to respond
   • Gateway Processing: Telepath processing time

• Contact carrier about network issues
• Check if they’re routing through many servers
• Try different carrier if available
• May be international routing delay

• AI provider overloaded - wait and retry
• Switch to faster AI provider (OpenAI < ElevenLabs)
• Custom WebSocket - optimize your code
• Check AI provider status page

• Rare, contact support
• May need to upgrade plan
• Check account usage limits

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Issue: Inconsistent Latency

1. Monitor multiple calls to find patterns
2. Check time of day (peak hours slower)
3. Verify carrier isn’t overloaded
4. Review AI provider status
5. Check network conditions

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Call Disconnection

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Issue: Calls Drop After Few Seconds

• AI provider authentication failed
• Invalid credentials
• AI provider API error
• SIP BYE from carrier

1. Check call logs for error details
2. Verify AI provider credentials:
   - Test API key independently
   - Check if API key has required permissions
   - Ensure account has quota remaining

3. Check SIP trace:
   - Look for error messages
   - See who sent BYE command
   - Note any 4xx/5xx responses

4. Common fixes:
   - Rotate API key
   - Check AI provider limits
   - Verify account not suspended

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Issue: Long Calls Get Dropped

• Carrier session timeout
• AI provider timeout
• NAT/firewall timeout
• Connection idle too long

1. Increase AI provider timeout settings
2. Contact carrier about session limits
3. Implement keep-alive messages
4. Check if AI provider drops idle connections

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Issue: Random Disconnections at Various Times

1. Check system logs for patterns
2. Monitor network stability
3. Review carrier-side logs
4. Contact support with examples

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AI Provider Issues

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Issue: OpenAI API Error

1. Check API Key:
   - Go to OpenAI dashboard
   - Verify key isn't revoked
   - Check key permissions
   - Regenerate if needed

2. Check Account Status:
   - Verify payment method active
   - Check usage/quota limits
   - Ensure account not suspended

3. In Telepath:
   - Update API key in connection settings
   - Test connection
   - Monitor usage in dashboard

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Issue: ElevenLabs Agent Not Responding

1. Verify Agent Exists:
   - Log into ElevenLabs
   - Confirm agent is published/active
   - Check agent ID matches configuration

2. Check Agent Configuration:
   - Review agent's conversation settings
   - Ensure agent has system prompt
   - Verify voice is selected

3. Check API Key:
   - Regenerate API key if old
   - Verify key has agent access
   - Test with ElevenLabs directly

4. In Telepath:
   - Update agent ID
   - Update API key
   - Test connection

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Issue: Custom WebSocket Endpoint Unreachable

1. Verify Endpoint Is Running:
   - Test with curl: curl wss://your-endpoint.com
   - Check server logs
   - Verify port is open

2. Check Network Access:
   - Is endpoint publicly accessible?
   - Does it accept wss:// (TLS)?
   - Any firewall restrictions?

3. Test Endpoint:
   - Send test request
   - Check response format
   - Verify audio negotiation

4. Enable Debug Logging:
   - Log all WebSocket connections
   - Log audio chunks received
   - Log errors to file

5. Common Fixes:
   - Add TLS certificate to endpoint
   - Change protocol from ws:// to wss://
   - Add Telepath IP to whitelist
   - Increase endpoint timeout

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Connection/Trunk Issues

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Issue: Connection Won’t Activate

• Invalid AI provider credentials
• SIP username already exists
• Account limits exceeded
• Missing required fields

1. Check Required Fields:
   - AI provider selected
   - API key or agent ID entered
   - SIP username not empty
   - SIP password minimum 8 chars

2. Check Uniqueness:
   - SIP username must be unique
   - Try different username

3. Check Credentials:
   - Test with AI provider directly
   - Verify API key/agent ID correct
   - Check account has quota

4. Contact Support:
   - If still failing
   - Include connection ID
   - Provide error message

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Issue: Password Rotation Failed

1. Try again after 5 minutes
2. Contact support if persistent
3. Temporary fix: Create new connection

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Issue: Can’t Edit Connection

1. Refresh page and try again
2. Clear browser cache
3. Try different browser
4. Check network connectivity
5. Contact support

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Dashboard Issues

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Issue: Call Log Empty

• Calls haven’t connected yet
• Dashboard cache needs refresh
• Connection ID filters wrong

1. Refresh page (Cmd+R / Ctrl+R)
2. Check connection is active
3. Make a test call
4. Check date range selector
5. Try different date range

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Issue: Can’t Access Dashboard

1. Try incognito/private mode
2. Clear cookies and cache
3. Try different browser
4. Check internet connection
5. Contact support

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Issue: Dashboard Slow/Lagging

1. Reduce date range (fewer calls to load)
2. Close other tabs/applications
3. Refresh page
4. Try different browser
5. Check network speed

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Support & Getting Help

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Before Contacting Support

1. Connection ID
2. Call ID (if call-related)
3. Timestamp of issue
4. Error message or description
5. What you’ve already tried

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Contact Support

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Escalation

• Include “URGENT” in subject
• Provide call ID and timestamp
• Describe impact
• Response time: 1-2 hours

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FAQ