> ## Documentation Index
> Fetch the complete documentation index at: https://docs.convocore.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Imported Twilio

> Quick solutions to common issues with imported Twilio phone numbers in Convocore.

# Troubleshooting Imported Twilio Phone Numbers

This guide will help you diagnose and resolve common issues with imported Twilio phone numbers in your voice agent configuration.

## Critical Routing Status Check

**⚠️ IMPORTANT:** The most common cause of imported Twilio numbers not working is inactive routing.

### Step 1: Verify Routing Status

1. Navigate to your Twilio Console
2. Go to **Phone Numbers** → **Manage** → **Active numbers**
3. Click on your imported phone number
4. In the **Voice Configuration** section, check the **Routing** status

**The routing status MUST show "Active" for your number to work properly.**

In the Twilio Console under your number's **Voice Configuration**, look for the regional routing line:

```
✅ United States (US1) Region call routing is: Active
❌ United States (US1) Region call routing is: Inactive
```

If your routing shows as **Inactive**, this will prevent calls from being processed correctly.

### How to Activate Routing

If your routing is inactive:

1. Contact Twilio Support to activate routing for your region
2. Ensure your Twilio account has the necessary permissions
3. Verify your account is in good standing with proper billing setup

## Common Configuration Issues

### 2. Webhook Configuration

Ensure your webhook settings are configured correctly:

**Configure with:** `Webhook, TwiML Bin, Function, Studio Flow, Proxy Service`

**A call comes in:**

* Method: `Webhook`
* URL: `https://voice-api.v2v.live/na/webhook/twilio/incoming-call`
* HTTP: `HTTP POST`

**Primary handler fails:**

* Method: `Webhook`
* URL: `https://voice-api.v2v.live/na/webhook/twilio/incoming-call`
* HTTP: `HTTP POST`

Can be /na/ or /eu/

### 3. Emergency Address Requirements

**⚠️ Warning:** You may incur a \$75.00 charge per emergency call if no emergency address is registered.

* Navigate to the **Emergency Calling** section
* Click **Add Emergency Address**
* Complete the required address information

## Step-by-Step Troubleshooting

### Step 1: Check Phone Number Status

```bash theme={null}
# In Twilio Console
Phone Numbers → Manage → Active numbers → [Your Number]
```

Verify:

* ✅ Number is active and not suspended
* ✅ Billing is current
* ✅ No service restrictions

### Step 2: Validate Webhook URLs

```
Primary Webhook: https://voice-api.v2v.live/na/webhook/twilio/incoming-call
Fallback Webhook: https://voice-api.v2v.live/na/webhook/twilio/incoming-call
```

Test the webhook endpoint:

```bash theme={null}
curl -X POST https://voice-api.v2v.live/na/webhook/twilio/incoming-call
```

### Step 3: Regional Routing Verification

1. **Check Routing Status**: Must be "Active"
2. **Verify Region**: Ensure the region matches your service area
3. **Go to other configurations**: Use this link if you need to switch regions

### Step 4: Voice Configuration Settings

Ensure these settings match exactly:

| Setting               | Value                                                                                                                    |
| --------------------- | ------------------------------------------------------------------------------------------------------------------------ |
| Configure with        | Webhook, TwiML Bin, Function, Studio Flow, Proxy Service                                                                 |
| A call comes in       | Webhook                                                                                                                  |
| URL                   | [https://voice-api.v2v.live/na/webhook/twilio/incoming-call](https://voice-api.v2v.live/na/webhook/twilio/incoming-call) |
| HTTP Method           | HTTP POST                                                                                                                |
| Primary handler fails | Webhook                                                                                                                  |
| Fallback URL          | [https://voice-api.v2v.live/na/webhook/twilio/incoming-call](https://voice-api.v2v.live/na/webhook/twilio/incoming-call) |
| HTTP Method           | HTTP POST                                                                                                                |

## Testing Your Configuration

### Test Incoming Calls

1. **Call your Twilio number** from an external phone
2. **Monitor Twilio Debugger**: Check for any error logs
3. **Verify webhook delivery**: Ensure webhooks are reaching your endpoint

### Debugging Tools

**Twilio Debugger:**

* Go to **Monitor** → **Logs** → **Errors & Warnings**
* Look for failed webhook deliveries
* Check for HTTP timeout errors

**Webhook Logs:**

* Monitor your application logs
* Verify incoming POST requests
* Check for proper TwiML responses

## Common Error Messages

### "Number not configured for voice"

* **Cause**: Voice capability not enabled
* **Solution**: Enable voice in Twilio Console under number settings

### "Webhook timeout"

* **Cause**: Your webhook endpoint is not responding within 15 seconds
* **Solution**: Optimize your webhook response time

### "TwiML response invalid"

* **Cause**: Malformed TwiML being returned
* **Solution**: Validate your TwiML structure

### "Routing inactive"

* **Cause**: Regional routing is disabled
* **Solution**: Contact Twilio Support to activate routing

## Support Escalation

If you've verified all the above and still experience issues:

1. **Document the issue:**
   * Phone number experiencing problems
   * Exact error messages
   * Time of failed attempts
   * Screenshots of configuration

2. **Contact Support with:**
   * Twilio Account SID
   * Phone number in question
   * Debugging session logs
   * Configuration screenshots

3. **Check Status Pages:**
   * [Twilio Status](https://status.twilio.com/)
   * [Service Status](https://status.v2v.live/)

## Preventive Measures

### Regular Monitoring

* Set up monitoring alerts for failed calls
* Regularly test your phone numbers
* Monitor webhook response times

### Configuration Backup

* Document your working configurations
* Take screenshots of critical settings
* Keep webhook URLs documented

### Account Maintenance

* Keep billing information current
* Monitor account limits and usage
* Maintain emergency address information

***

**Need additional help?** Contact our support team with your Twilio configuration screenshots and specific error messages.

## Related documentation

* [Twilio Setup](/voice/setup/twilio) — purchase, assign, and import numbers from the agent Voice dashboard
* [Import a Twilio number (API)](/api-reference/v3/voices/import-twilio-number) — programmatic import via V3 REST