# When something breaks

} from '../../../components/docs';

Most "the product is down" reports are a missing attach, a **Draft** campaign, or a trunk with no numbers. Open **Calls** first (**History** / **Scheduled**). Then pick the symptom. [Support](https://docs.voicelogica.ai/support/) is when you have a Call ID and the checklist below already failed.

  <ShotPlaceholder
    src="/assets/common-issues/calls.png"
    name="ci-calls"
    alt="Calls History list with status filters"
    capture="Sidebar Calls History."
  />

## Which symptom

- **Nothing rings, or 503** — turn on **Get a number** (needs [Telephony](https://docs.voicelogica.ai/telephony/). Test PIN vs a customer DID. One agent per number.)
- **Campaigns / API never dial out** — turn on **Get outbound working** (needs [Outbound](https://docs.voicelogica.ai/outbound-calls/). **Draft** never dials. **Try this agent** does not prove outbound.)
- **The workflow never ran** — turn on **Get a workflow running** (needs [Workflows](https://docs.voicelogica.ai/workflows/). **Save & go live** + the agent **Business Workflows** toggle.)
- **HubSpot / Sheet / Calendar is dead** — turn on **Get an integration working** (needs [Integrations](https://docs.voicelogica.ai/integrations/). Company **Connect** / **Authorize**, then the tool. Google Workspace is on **Connected**.)
- **Talks over digits, or hears the number wrong** — turn on **Skip Turn + keypad** (needs [Common questions](https://docs.voicelogica.ai/common-issues/common-questions/). [Skip Turn](https://docs.voicelogica.ai/agent-configuration/built-in-tools/). [On Key Pressed](https://docs.voicelogica.ai/workflows/keyword-pressed/).)
- **Busy / the second caller is dropped** — turn on **Concurrent slots** (needs [Common questions](https://docs.voicelogica.ai/common-issues/common-questions/#concurrent-calls). Plan slots **and** trunk channels.)
- **Transfer dies** — turn on **Call handling Transfer** (needs [Transfer](https://docs.voicelogica.ai/telephony/transfer/). Credits, SIP domain, Warm vs Blind.)
- **A call says Failed / No answer and I do not know why** — turn on **Disconnection reason** (needs [Call status and disconnection reasons](https://docs.voicelogica.ai/common-issues/call-status-and-end-reasons/). Each reason names what is missing.)

- **Common questions** — language, digits, email, slots
- **Calls** — status, disconnection reason, recording, id
- **Support** — ticket + Call ID

## Before you file a ticket

1. **Calls** - the row exists. Copy the Call ID from the open call.
2. You called *this* agent's number (or the campaign / API used this agent).
3. The change was saved (**Save** / **Save & go live** / **Review & save**).
4. The matching toggle is on (workflow, tool, outbound plan).

**Try this agent works, customers do not**

**Try this agent** is the browser + PIN. It does not prove a DID, a campaign, or outbound credits. [Your First Agent](https://docs.voicelogica.ai/getting-started/your-first-agent/) vs [Get a number](https://docs.voicelogica.ai/telephony/).

## Next Steps

[Common questions](https://docs.voicelogica.ai/common-issues/common-questions/) - language, digits, email, concurrent slots.  
[Contact support](https://docs.voicelogica.ai/support/contact-support/) - after you have a Call ID.