> For the complete documentation index, see [llms.txt](https://www.kauneonga.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://www.kauneonga.com/docs/help-center/troubleshooting/overview/voice-and-call-handling.md).

# Voice and call handling

Check DID behavior, outbound calling, recording disclosures, and outbound resource setup.

Use this page to troubleshoot inbound DID behavior, outbound dialing, recording disclosures, and outbound resource configuration.

### Inbound Voice Issues

#### An inbound DID returns a busy signal

First verify the IVR call limit is not set to `0`.

Then verify the IVR and destination routing are configured correctly.

Place test calls from:

* a mobile phone
* a separate landline

Record whether each test call:

* rings
* returns busy
* goes to voicemail

If the issue persists, collect:

* affected DID
* caller ID
* account number
* exact timestamps with timezone
* failed attempt **Call SID** from your CDRs

### Outbound Voice Issues

#### An outbound call does not ring or connect

First test the destination number from:

* a mobile phone
* a separate landline

This confirms whether the destination number is reachable through alternate carrier paths.

Ringing and early media on outbound calls are generated by the terminating carrier.

If the number still does not ring or no audio is returned, the issue is often with the destination number or downstream carrier. Review the destination call flow and open a ticket with the terminating carrier if needed.

If the issue persists after that review, collect:

* account number
* source DID
* called destination number
* exact timestamps with timezone
* failed attempt **Call SID** values from your CDRs

#### A long beep or error occurs when dialing a number with an extension

This usually happens when the full dial string exceeds Liberty's dialpad character limit.

Liberty's dialpad supports up to `15` characters.

If the original phone number stays in the dialpad and the agent adds an extension, the combined entry can exceed that limit.

#### How to complete the call

1. Dial the main phone number first.
2. Once the call connects, clear the number from the dialpad.
3. Enter only the extension with dialpad DTMF tones.
4. Continue the call as normal.

Clearing the original phone number before entering the extension keeps the dialpad entry within the supported limit.

#### Outbound dialing fails from a resource that uses an invalid DID

Liberty cannot place an outbound call from an account or resource that uses an invalid telephone number as the caller ID.

If you need outbound relay from that workflow, use one of these options:

* provision a valid telephone number on the second account
* redesign the script so one workflow handles both call types dynamically

### Recording behavior

#### A caller hears a recording disclosure even though outbound recording is off

This behavior depends on where the call originated.

If the call starts inbound and inbound recording is enabled, the call can later move into a conference that still requires a recording disclosure on the outbound leg.

If the call starts outbound and **Outbound Call Recording** is off, the call is not automatically recorded and no automatic disclosure plays unless the script plays one.

#### An outbound call recording cannot be found

Outbound calls are recorded only when the **Outbound Call Recording** feature is enabled on the account.

When that feature is enabled, the call includes a disclosure such as:

> Please note this call is being recorded. By remaining on the line, you grant consent.

If outbound recording is off for the active call path, no outbound recording exists for review.

{% hint style="warning" %}
Recording notice requirements are compliance-related. Requirements vary by jurisdiction. Confirm the correct process with legal counsel for the states or regions you serve.
{% endhint %}


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