If incoming calls to your Dial.Plus number aren't reaching the AI receptionist, here's how to diagnose.
First, verify the basics
1. Is your number active? Go to Settings → Numbers. Status should be "Active."
2. Is the AI receptionist configured? If not, calls have nowhere to go. Complete the receptionist setup.
3. Is your plan in good standing? Check Settings → Plan & Billing for any payment issues.
Test the call
1. From a different phone (not your Dial.Plus number), dial your Dial.Plus number.
2. Listen for what happens:
- Number rings then no answer: The call isn't reaching the AI. Check voice URL configuration.
- Number rings then disconnects: Connection to AI is failing. See "AI service errors" below.
- Number is busy: The AI may be on another call (limit of one call at a time on most plans). Retry.
- Number unreachable / out of service: The number itself isn't routing. Could be a port-in not yet complete.
AI service errors
In a small percentage of cases, the AI's voice service (text-to-speech and speech-to-text providers) returns transient errors. Symptoms:
- Caller hears initial greeting then silence.
- Caller hears "an error has occurred."
- Caller hears the AI mid-sentence then drops.
This is typically resolved by:
- Retrying the call after a few minutes.
- Checking our status page at **status.alohi.com** for any active incidents.
- Reporting the issue to support@alohi.com with the call timestamp.
My calls work in test but not in production
- Caller's region: Make sure your number is reachable from the caller's country. International calls to certain regions may have routing issues.
- Caller's carrier: Some smaller carriers occasionally have routing problems to specific number ranges.
- Toll-free quirks: US toll-free numbers (800, 855, 866, 877, 888, 833) sometimes have routing issues in international scenarios.
When to contact support immediately
Contact support@alohi.com urgently if:
- Calls have been failing for more than 1 hour.
- You're losing business calls during business hours.
- Your toll-free or business-critical number is affected.
- Include:
- The Dial.Plus number affected.
- Caller's number (if known).
- Approximate time of failed calls.
- A description of what the caller heard (rings, busy, error message).
Status page
For known incidents and outages, see status.alohi.com.