Sierra Dialer Troubleshooting Guide for Calls and Texts
Identify and resolve common calling and texting issues with the Sierra Interactive Dialer.
Overview
If you’re experiencing issues with calls or text messages, there are several common causes that can usually be resolved with a few quick checks.
This guide breaks down each issue, why it happens, and what you can do to fix it.
Table of Contents
Calls Not Connecting to Leads
| Why this happens | What to try |
|---|---|
| Phone number is incorrect or missing an area code | Double-check the lead's phone number and formatting |
| Lead's phone is busy, turned off, or unavailable | Wait a few minutes, then try again |
| Carrier temporarily blocked or failed to complete the call | Call a different lead to see if the issue is isolated |
| Dialer is not connected or properly configured | Confirm your dialer is connected — see Dialer Setup if unsure |
| Dialer number is not set up in Twilio | Try using another dialer number if available |
Inbound Calls Not Ringing
| Why this happens | What to try |
|---|---|
| Device is blocking the incoming call | Save your dialer number as a contact and confirm it is not blocked on your device |
| Linked phone number is incorrect | Confirm your linked phone number is correct in your dialer settings |
| Delay or issue with call routing | Ask the lead to try calling again |
| Number not configured correctly in Twilio | Test receiving a call on both your mobile device and in the browser-based dialer |
Text Messages Not Delivering
| Why this happens | What to try |
|---|---|
| Number is a landline instead of a mobile phone | Confirm the lead's number is a mobile number |
| Phone number entered incorrectly | Double-check the phone number formatting |
| Message filtered by the carrier or flagged as spam-like | Send a simple test message without links or promotional language, then test with another lead |
Example test message: "Hi! Just testing to confirm you received this message."
Calls Showing “Spam Likely”
| Why this happens | What to try |
|---|---|
| Carriers flag numbers based on calling patterns | Register your number with the Free Caller Registry |
| High call volume or short calls trigger spam detection | Avoid rapid back-to-back calls and high call drop rates |
| Number reputation is low or unregistered | Confirm your number is registered in Twilio and maintain consistent calling patterns |
⚠️Spam labels typically resolve within 1–2 weeks.
Audio Issues During Calls
| Why this happens | What to try |
|---|---|
| Microphone or headset issues | Check that your microphone is working and test a different headset |
| Browser or device settings interfering with audio | Refresh your browser, then try another browser or device |
| Browser extensions interfering with functionality | Disable browser extensions and test again |
| Poor or unstable internet connection | Check your internet connection and switch to a wired connection if possible |
⚠️ Spam labels typically resolve within 1–2 weeks after registration.
Dropped Calls
| Why this happens | What to try |
|---|---|
| Internet connection dropped or became unstable mid-call | Check your connection and switch to a wired connection if possible |
| Browser tab refreshed, closed, or navigated away from during the call | Avoid refreshing or navigating away from the dialer tab while on a call |
| Microphone or headset disconnected mid-call | Confirm your headset is securely connected before calling |
| Browser extension interrupted the call session | Disable browser extensions and test again |
| Twilio service interruption | Check Twilio's status page for active service issues |
When to Contact Support
Please submit a support ticket if you experience any of the following:
- The problem persists after completing the initial troubleshooting steps.
- Calls or texts are failing for more than one lead.
- You suspect that your dialer or Twilio configuration settings are incorrect.
FAQs
- Why does my message show as “failed”?
This is often caused by invalid phone numbers or sending messages to landlines. - Why can I call some leads but not others?
This usually indicates a lead-specific issue, such as their phone being unavailable or blocking calls. - Why do some carriers block my calls or texts?
Carriers use spam detection and number reputation systems that may flag certain calling or messaging behavior. - Why does my call drop when calling a lead?
Dropped calls are most often caused by an unstable internet connection or a browser disruption. Check your connection, avoid refreshing the dialer tab during calls, and disable browser extensions. If drops happen consistently, test on a different browser or device.