Call Failure Messages

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In this article, we’ll cover the different failure messages VXT may display when a call cannot be placed:

What causes call failure messages
The types of call failure messages

What causes call failure messages?

VXT determines which failure message to play based on cause codes received from our provider. These codes indicate why a call could not be completed, whether due to an invalid number, a busy recipient, or network issues.

Types of call failure messages

Unallocated number
- Message: We did not recognize the number you dialed. Please check it and try again.
- Meaning: The dialed phone number does not exist or is not assigned.
What to do
- Check that the phone number was entered correctly.
- Confirm the number with the person you are trying to call.
- Try the call again after correcting the number.
  
  If someone hears this message when calling your VXT number
  - Confirm the caller is dialing the correct number.
  - Check that the number is assigned to a user and is correctly configured in VXT.
  - If the number appears correct but the message continues, contact VXT Support.
Unanswered call
- Message: The person you called did not answer or is out of service. Please try again later.
- Meaning: The call was not answered, or the recipient’s phone is off or out of service.
What to do
- Try calling again later.
- Check with the recipient that their phone is on and in service.
- Leave a message if voicemail is available.
- If calls consistently fail, your number may be flagged as spam by carriers or devices.
  - Try calling the same number from another phone outside of VXT. If that call goes through, this may indicate your number is being flagged.
  - In this case, you should register your phone number information. Registering your number helps carriers recognize your calls as legitimate, significantly reducing the risk of them being blocked or filtered as spam. This article talks about spam and where to register.
Invalid number format
- Message: That does not look like a valid phone number. Please check it and try again.
- Meaning: The dialed number is formatted incorrectly or does not match carrier requirements.
What to do
- Check the number format and make sure it is correct.
- Ensure the correct country code is included.
- Re-enter the number and try the call again.
Generic error (unknown cause)
- Message: We were unable to place this call. Please check the number and try again later.
- Meaning: The carrier did not provide a specific reason for the failure.
What to do
- Double-check the phone number.
- Try placing the call again in a few minutes.
- Test calling the number from another phone.
- If the number works from another phone but not from VXT, contact VXT Support.
Blocked call
- Message: VXT does not allow calling this number because it is high risk. If you believe this is in error, please contact support.
- Meaning: VXT has blocked the call due to high-risk destination restrictions.
What to do
- Confirm the phone number is correct.
- Contact VXT Support if you believe the number should not be blocked.
International calls disabled
- Message: Your administrators have disabled international calls to this number. If you believe this is in error, contact your administrators and request that they change your settings.
- Meaning: International calls have either been outright disabled by your organization’s administrators or the number is in at a higher call tier than what is currently allowed by your organization’s administrators
What to do
- Contact your organization administrator and ask them to enable international calling if required.
  
  For administrators
  - Go to Admin → Calls → International outbound calling.
  - Change the tier to a higher one to allow calling international numbers at higher tiers.

Understanding these messages can help diagnose and resolve call issues efficiently, ensuring smooth communication through VXT.