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Detect and fix a voice connection that stopped working

The platform notices that a Twilio number left the account, or that a company phone system's events are refused or its calls and recordings fail, and shows the Admin the cause with a guided fix.

When this happens: The periodic health check runs (FR-15), a passive signal is recorded, or the Admin clicks Test connection.

Step by step

  1. 1

    Open Admin — Channels — Phone — Vânzări and reads This number is no longer on the Twilio account. Add it back in Twilio, or remove it from this connection.

    The health check probes the Twilio connection: fetches the account and checks that each connected number is still on it. Reports that +373 22 123 456 is no longer on the account. EasyCRM records NumberNotOnAccount, moves the connection to *Error* and notifies Admins.

  2. 2

    Remove the number from the connection (or restores it in Twilio) and clicks Test connection.

    EasyCRM re-runs the probe, finds the remaining numbers valid and returns the connection to *Active*.

Other paths

Signature mismatch on a generic connection

An event arrives whose X-CRM-Signature does not match. Answers 400, ignores the event and records WebhookSignatureInvalid (no probe exists for this adapter). Sees The phone systems secret doesnt match. Copy the current secret into the phone system, or rotate it and clicks Rotate secret, then pastes the new secret into the phone system. The next verified event clears the problem. The old secret is accepted for 24 hours meanwhile.

Phone system refused to start a call

An originate request returns a refusal. EasyCRM records OriginateFailed. Sees The phone system refused to start the call: 403 Forbidden. Check the originate URL and token and corrects the originate token.

Recordings cannot be downloaded

A recording fetch fails after its retries (UC-29.14, ). EasyCRM records RecordingFetchFailed. Sees Recordings can't be downloaded: 401. Check the recording download token and enters the current token.

No calls reported for a while

An *Active* generic connection has had no verified event for 7 days. EasyCRM shows the hint No calls reported for 7 days without changing the state. Places a test call or runs the sample test request from the phone systems server, and checks the phone systems webhook settings.

Test connection on a generic connection

Click Test connection. EasyCRM shows Last verified event: 14:32 and the sample test request, because a generic connection has no active probe.

If something goes wrong

Twilio account credentials rejected

The probe's account fetch is refused with an authentication error. Moves the connection to *RequiresReauth* and tells the Admin to update the Twilio account in Integrations.

Probe itself fails

The provider is temporarily unreachable. The state is not changed on a single failure; the next scheduled check retries.

Permission missing

A user without EasyCrm.Channels.Manage cannot open the diagnosis panel or run Test connection.

Good to know

  • A Twilio connection is probed by the health check; a generic connection is never probed and is judged by passive signals only.
  • The passive signals are WebhookSignatureInvalid, OriginateFailed and RecordingFetchFailed; each has a guided fix.
  • A missing event for 7 days is a hint, not a state change.
  • Admins are notified through the FR-10 registry when the connection changes state.