# Test and troubleshoot Make a test call before you call real people. If a call fails, find the symptom in the tables below. To test calls that you accept, call your number from a phone. ## Before you test - The **Agent** list shows only voice agents. You need at least one [voice agent](https://getstream.io/agents/docs/javascript/creating-an-agent/#voice-agent). - On a SIP trunk, **Test call** is not available until the trunk has a password and at least one number. The dashboard shows the reason. - For a Stream number, **Test call** does not work once you attach the number to Stream. Call it from a phone instead. ## Make a test call 1. **Open the trunk or the number** For a SIP trunk, go to **Agents > Telephony > SIP trunks** and open the trunk. For a Stream number, go to **Agents > Telephony > Phone numbers** and open the number's actions menu. 2. **Start the call** Click **Test call**. Select the **From** number, type the **To** number and select the **Agent**. Then click **Place call**. ![The Test call dialog with From, To and Agent](https://getstream.io/docs-assets/images/7cfdc6acf93e.png) 3. **Answer the phone** Answer the phone and say hello. An agent that places calls speaks after you. ## Symptoms and fixes ### Calls you make | Symptom | Cause | Fix | | --------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | The dashboard shows "Enter the host name only, such as sip.example.com" | The **Host** has `sip:` or a port, for example `sip:sip.example.com:5060` | Type the hostname only, for example `sip.example.com`. Type the port in **Port**. | | The call fails with "opted out" in the error message | The person that you call opted out of your calls. | Do not call this number. | | The call fails with "only sandbox recipients can be reached" in the error message | Your app is in the sandbox. It stays there until it has an approved use case. The **Agents > Telephony > 10DLC** page shows "Sandboxed until a use case is approved". | Call a number on the list of allowed numbers, or click **Edit allowed numbers** on the **10DLC** page. See [The sandbox list](https://getstream.io/agents/docs/javascript/telephony/making-calls/#the-sandbox-list). | | The call fails with "minutes of calls a day" in the error message | Your app used the calls that the sandbox allows for today. | Call again on the next day (UTC). | | The call fails with "is not a number" in the error message | The **From** number is not one of your numbers. | Buy the number, or add it to your SIP trunk. | | The call fails with "has no password" in the error message | The SIP trunk has no password. | Set the **Password** of the trunk and click **Save**. | | The person answers but never hears the greeting | The agent says its greeting the moment it joins, before the phone rings. | Set `greeting` empty for an agent that places calls. See [Call with an agent](https://getstream.io/agents/docs/javascript/telephony/making-calls/#call-with-an-agent). | | The call fails with "did not confirm the call" in the error message | The phone vendor did not confirm the call. It can still ring. | Do not place the call again at once. If it keeps happening, see [Get help](#get-help). | | Stream accepts the call, but the phone does not ring. The agent waits and nobody joins. | On a SIP trunk, a value of the trunk is wrong, or your carrier refuses the caller ID. | Check in this order: the **Host**, then the **Username** and **Password**, then the **From** number. Your carrier must accept the **From** number as caller ID. | | The agent waits and nobody joins, and no fix above helps | The API does not return the cause. | See [Get help](#get-help). | ### Calls you accept | Symptom | Cause | Fix | | ----------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | A caller rings your number, but nobody answers | The number is not attached to Stream. | On the **Numbers** page, click **Attach to Stream** next to the number. See [Attach the number](https://getstream.io/agents/docs/javascript/telephony/accepting-calls/#attach-the-number). | | The number is attached, but the caller hears silence | The number has no agent, and no code of yours was waiting when the call arrived. | Give the number an agent, or start your code first, then call. See [Give the number an agent](https://getstream.io/agents/docs/javascript/telephony/accepting-calls/#give-the-number-an-agent). | | Your code waits for calls, but none reach it | The number has an agent, which answers every call. | Remove the agent from the number. See [Change or remove the agent](https://getstream.io/agents/docs/javascript/telephony/accepting-calls/#change-or-remove-the-agent). | | The first caller gets the agent, but a caller at the same time does not | Your code is already on as many calls as it takes. Code that waits for a single call answers only one. | Raise the `capacity` of your dispatch worker, or run more workers. | ### Both | Symptom | Cause | Fix | | ---------------------------------------------------- | ------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | The person hung up, but the session is still running | The agent does not leave on its own. | Close the session when you get `participant_left`. See [End the call](https://getstream.io/agents/docs/javascript/telephony/making-calls/#end-the-call). After a **Test call**, click **End test** on the session page that opens. | ### Buying a number | Symptom | Cause | Fix | | ---------------------------------------------- | ---------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | | Buying fails with `phone_number_needs_address` | The number is outside the US and Canada. | Choose a number in the US or Canada. For another country, contact support. See [Countries](https://getstream.io/agents/docs/javascript/telephony/purchase-number/#countries). | [Twilio errors](https://getstream.io/agents/docs/javascript/telephony/sip-trunk/#twilio-errors) and [Telnyx errors](https://getstream.io/agents/docs/javascript/telephony/sip-trunk/#telnyx-errors) list the errors of each carrier. [SIP responses](https://getstream.io/agents/docs/javascript/telephony/sip-trunk/#sip-responses) lists the usual SIP responses of any carrier. ## Get help Contact support and give: - The session id. After a **Test call**, it is in the address of the session page that opens. For a call you accept, it is the id of the session that your code opened. If no session opened, give the number that was called and the time. - The `vendor_call_id`, if you placed the call through the API. - The **From** and **To** numbers, and the time of the call (UTC). --- For the most recent version of this documentation, visit [https://getstream.io/agents/docs/javascript/telephony/troubleshooting/](https://getstream.io/agents/docs/javascript/telephony/troubleshooting/).