Technical help
Start with the symptom
Find the right checks for a connection, audio, incoming-call or message-delivery problem.
9 guides · 10 questions & answers
Guides
Prepare an outbound campaign
Choose a dial mode, assign agents and review readiness.
→Configure an inbound queue
Set ringing, waiting behavior and SIP-line membership.
→Work in the agent workspace
Find a contact and keep notes with the conversation.
→Prepare an AI voice agent
Review knowledge, language, hours and incoming routing.
→Configure HubSpot sync
Choose sync directions and review contact conflicts.
→Troubleshoot webhook delivery
Check subscriptions, signatures and HTTP responses.
→Review fraud-control rules
Understand channel policies, prefixes and rate limits.
→Calling & audio
The webphone is offline. What should I check?
Open webphone Settings and review Availability, the selected SIP line and which tab controls the session. Switching Availability off signs the webphone out in every tab until you turn it back on.
A call connects, but audio is missing. Where do I start?
Check the microphone permission, selected input/output devices, volume and mute controls. For an external SIP device, also compare its audio mode with the SIP line settings.
Does the connection test measure call quality?
It checks reachability and response time from your browser to IllyVoIP services and regional browser voice edges. It does not measure bandwidth, jitter, packet loss or real call audio.
Incoming calls & SIP
My device is registered, but incoming calls do not arrive.
Check the active phone number’s saved routing destination as well as the device identity. Registration and incoming-number routing are separate parts of the call path.
Where do I get current SIP server settings?
Open SIP Lines and expand Technical endpoints. Match the regional hostname, transport and audio settings to your client. Do not copy addresses or technical prefixes from old screenshots.
How should I interpret a SIP error?
Read the full registration or call sequence. A challenge response can be normal; repeated failures need context. Collect the response text, time and Call ID where available.
Messages & integrations
My SMS is not confirmed as delivered.
Locate it in Message history and review the status, source, timestamp and delivery details before resending. A sent message is not the same as a delivered message, and a delivery report is not a read receipt.
My webhook receiver is failing. What should I collect?
Review the delivery log, HTTP response and error. Verify the signature against the raw request body and deduplicate by the body’s event ID. Do not send the signing secret to support.
Escalate with useful details
What should I include in a support ticket?
Describe the expected result and what happened. Include the date, timezone, device or browser version, affected service and a representative Call ID or message reference. Remove passwords and keys from screenshots.
Where can I check for a service notice?
Use the external network status page for published notices. A normal status page does not rule out an account-specific, device or local-network problem.
Need a hand?
Open account support for a specific issue, or contact us to discuss your setup.
Contact support →