> ## Documentation Index
> Fetch the complete documentation index at: https://docs.invoca.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Inbound Call Failures

> Identify the likely cause of a failed inbound call to an Invoca promo number, and know when to escalate to your phone carrier versus Invoca Support.

## Overview

An inbound call failure happens when a caller dials an Invoca promo (tracking) number but the call doesn't connect successfully. Failures can show up as a busy signal, a dropped call, an operator intercept message, or a call that simply never rings through. Because a promo number call passes through several systems before it reaches its final destination, failures can originate at different points along that path.

## Common causes

There are three likely scenarios behind most inbound call failures:

1. **Campaign or number configuration.** The Invoca promo number isn't assigned to an active campaign, or the calling number has been blocked.
2. **Carrier issue on Invoca's side.** The promo number is experiencing a service outage due to a carrier network issue affecting Invoca's telephony infrastructure.
3. **Carrier issue on the destination side.** The final destination number that Invoca forwards the call to, which you manage, is impaired or out of service because of a local carrier network issue on your end.

## How to resolve it

The right next step depends on where the failure appears to be happening:

* **If dialing the destination (termination) number directly works fine**, the problem is likely upstream of your phone system, on the promo number or Invoca's carrier path. Contact Invoca Support to open a case. Include a specific call example and its timestamp, along with a description of the symptoms you observed (for example, busy signal, dropped call, or operator intercept).
* **If the destination number itself returns an operator intercept message when dialed directly**, the issue is on your local carrier's side. Contact your local phone provider to open a case, and share the same call example with them so they can investigate.

## What to include when opening a case

Whether you're contacting Invoca Support or your local carrier, having the following details ready speeds up investigation:

* The Invoca promo number that was dialed.
* The exact date and time of the failed call attempt.
* A description of what happened (busy signal, disconnection, operator intercept, or another symptom).
* Whether dialing the destination number directly reproduces the same issue.

Narrowing down which side of the call path is affected before you open a case, using the direct-dial test above, helps route your issue to the right team faster and avoids back-and-forth between Invoca and your carrier.


## Related topics

- [Troubleshooting: "We weren't able to generate this report"](/s/article/report-generation-error.md)
- [Porting Numbers: Inbound](/s/article/porting-numbers-inbound.md)
- [Integration Troubleshooting](/s/article/integration-troubleshooting.md)
- [Configuring Inbound SMS for AI Agents](/s/article/configuring-inbound-sms-for-ai-agents.md)
- [Google Ads: Inbound Data Sync](/s/article/google-ads-inbound-data-sync.md)