Troubleshooting the Sierra Dialer: Quick Fixes for Calls and Texts
Identify and resolve common calling and texting issues before contacting Support
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
- The phone number is incorrect or missing an area code
- The lead’s phone is busy, turned off, or unavailable
- A carrier temporarily blocks or fails to complete the call
- Your dialer is not connected or properly configured
- Your dialer number is not set up in Twilio
What to Try
- Double-check the lead’s phone number and formatting
- Wait a few minutes and try calling again
- Call a different lead to see if the issue is isolated
- Try using another dialer number (if available)
- Add your dialer numbers to your phone contacts
- Confirm your dialer is connected
Inbound Calls Not Ringing
Why This Happens
- Your device is blocking the incoming call
- Your linked phone number is incorrect
- There is a delay or issue with call routing
- Your number is not configured correctly in Twilio
What to Try
- Save your dialer number as a contact in your phone
- Make sure the number is not blocked on your device
- Confirm your linked phone number is correct
- Ask the lead to try calling again
- Test using both your mobile device and browser
Text Messages Not Delivering
Why This Happens
- The number is a landline instead of a mobile phone
- The phone number is entered incorrectly
- The message is being filtered by the carrier
- The message content appears spam-like
What to Try
- Confirm the lead’s number is a mobile number
- Double-check the phone number formatting
- Send a simple test message without links
Example:
“Hi! Just testing to confirm you received this message.”
- Avoid including links or spam-like language in initial messages
- Send a test message to another lead
Calls Showing “Spam Likely”
Why This Happens
- Carriers flag numbers based on calling patterns
- High call volume or short calls can trigger spam detection
- Your number reputation may be low or unregistered
What to Try
- Register your number with the Free Caller Registry
- Confirm your number is registered in Twilio
- Avoid rapid back-to-back calls
- Avoid high call drop rates
- Maintain consistent calling patterns
Spam labels typically resolve within 1–2 weeks.
Audio Issues During Calls
Why This Happens
- Microphone or headset issues
- Browser or device settings interfering with audio
- Poor or unstable internet connection
- Browser extensions interfering with functionality
What to Try
- Check that your microphone is working
- Test a different headset
- Refresh your browser
- Try another browser or device
- Disable browser extensions and test again
- Check your internet connection
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.