When a call does not behave as expected, check these screens.
No ringing. Open Twilio / Phone Numbers and confirm a primary voice number is saved. Open Contact Center and mark the agent Available. If shift routing is Hard, the agent must be on a call-center shift or the phone is not ringing. Open Call Flow and confirm the call group has an Available member.
After-hours voicemail or forward. Business Hours is on, and the after-hours action is Voicemail or Forward to a number. Change that action on Call Flow if daytime calls should ring the team.
Instant hangup or silence. Greeting is off and no agent is available, so the caller never hears a prompt. Turn on Greeting on Call Flow, or mark an agent Available.
Recording notice plays twice. Play Announcement is on, and the greeting text also says the call may be recorded. Turn Play Announcement off, or remove that sentence from the greeting, on Call Flow.
Missed call. Open Call Reporting to see who was rung and how the call ended.