Troubleshooting
Calls are not showing up in the app
Symptom: someone called your dispatch number and no call record appeared, or the caller heard a busy signal, a network message, or your old voicemail.
Work through these in order. The first three cover almost every case.
1. Is the dispatch number on your account?
Settings → Tenant → Dispatch number. It must be your number, in
international format: +15555550000, no spaces or dashes.
This field is how an inbound call is matched to your company. Blank or mistyped, and a call to that number has nowhere to land.
2. Is voice enabled?
Settings → Operations → Voice enabled. If this is off, nothing is answered and nothing outbound is placed.
3. Did the call actually reach the number?
Call your dispatch number from your own phone.
| What you hear | What it means |
|---|---|
| The AI greeting | The line works. The problem is elsewhere — go to step 4. |
| Your own old voicemail | Your call forwarding is not sending calls to the dispatch number. |
| "Number not in service" or a carrier error | The number itself is not routing. Contact support. |
| Ringing forever, no answer | Contact support with the time of the call. |
If you forward your main business line to the dispatch number, test by calling both numbers. Forwarding is the most common single point of failure, and it silently reverts after some phone-provider changes.
4. The call connected but there is no record
Wait a minute and refresh Calls — records appear as soon as the call ends, not while it is in progress. A caller still on the line will not be listed.
Then check:
- A very short call. Someone who hung up during the greeting leaves no message and may leave no usable record.
- The wrong account. If your login belongs to more than one carrier, check the account switcher in the top bar — you may be looking at a different company's calls.
- A filter. The Calls list can be filtered by status. Clear the filters, in particular anything hiding Spam and Archived.
5. The call is there but marked Spam
The AI marks obvious robocalls and solicitations as spam. If it got that wrong, change the status back and open the call — the transcript and summary are still there.
Repeated wrong classifications are worth reporting. Include the call time and what the caller actually wanted.
When to contact support
If you got the AI greeting on a test call and no record appeared within two minutes, that is a real fault. Send:
- Your company name.
- The dispatch number you called.
- The number you called from.
- The date and time of the call, with your timezone.
Related
Still stuck?
Email support@dynamanic.io with your company name, what you did, what happened — quoting any message on screen — and when, with your timezone.