Get your calls connecting

When a call from your browser stops short, the call bar says why in one sentence, and shows what the phone saw. This article goes through what each message means and how to get calling again.

Start with What the phone reported

Under a call that fails, the bar opens What the phone reported. It lists each step of the call with its seconds, every code Twilio gave, and the version of ContactRoll you are using. It holds no tokens or phone numbers, so you can read it out or copy it to whoever helps you.

The microphone is blocked

The bar says "The microphone is blocked, so nothing was dialed." or "There is no microphone to use, so nothing was dialed."

• Allow the microphone for ContactRoll in your browser's site settings.
• On a Mac, also allow the browser itself in System Settings, Privacy & Security, Microphone.
• Reload the page and call again.

A browser extension is blocking calls

The bar says "Calls can’t be placed from this browser: WebRTC, which calls travel on, is switched off by a browser extension or setting".

Calls travel on WebRTC, and some privacy extensions switch it off. Turn the extension off for ContactRoll, or call from a window with no extensions, such as a private window (Incognito in Chrome). If the call works there, an extension is the cause. Twilio's network test can also check your browser.

Nothing heard from Twilio in 10 seconds

The bar says "This browser did not hear back from Twilio in 10 seconds, so nothing was dialed." ContactRoll ends a call that hears nothing from Twilio for 10 seconds, so you are free to try again.

• Try a window with no extensions.
• Try another network. A proxy or firewall may be blocking the call, and whoever runs your network can open it up.

Twilio refused to dial that country

The bar says "Twilio refused to dial: this Twilio account is not allowed to call that country." This is Twilio's error 13227. An administrator of the Twilio account turns the country on in the account's voice geographic permissions, then you call again.

Other messages on the bar

• "The line was busy." or "Nobody took the call.": the call reached the other phone. Try again later, or log the outcome.
• "Twilio refused this call: the Twilio account is already carrying as many calls at once as Twilio allows it": try again when a call ends. The Connection panel on the Calling page shows the limit Twilio publishes for your account.
• "Twilio ended the call with its error …": look the code up in Twilio's error list.

Phone numbers act as ordinary phone links

While calling is still being set up or needs attention, pressing a number opens your device's own dialer. Open Settings, then Calling to see why: under Where calling stands, or under The connection for administrators. Usual reasons:

• The TwiML App still needs to be made in the Twilio account.
• No number has been chosen to place calls from yet.
• The connection needs attention. An administrator presses Check the key under The connection.
• This month's minutes are used up. An administrator can raise Minutes a month under This month’s minutes, or calls placed from ContactRoll resume when the next month starts. Calls that come in are always put through.

Getting calls that come in to ring you

• Make sure the button at the top of the page reads Taking calls. It reads Connecting… until your browser has registered with Twilio.
• Keep a ContactRoll page open. If the strip says "This browser lost its line to Twilio.", reload the page.
• Check that you are in the call group the number rings, and that the number is switched on under Calls that come in.
• A number with no setup of its own rings during business hours. Check them at Settings, then Business hours.

Still stuck

Open What the phone reported under the failed call and send it, with the time of the call, to whoever looks after calling in your organization.