A caller dials your number, the line connects, but they hear nothing. This is almost always a setup issue rather than a fault on the call. Work through the causes below.
Voice is turned off
If Enable Voice is off for the app, the AI will not take the call. Open Customer Service > Settings > Voice and switch Enable Voice on.
The number is not connected to an active agent
Check the number still shows as connected on the Voice settings tab. A number that was disconnected, or is not active, will not reach your agent.
Out of voice credits, or a cold start
Voice calls use message credits, so a low or empty balance can stop the AI from answering. Top up credits and try again.
The first call after a quiet spell can also take a little longer to pick up while the agent starts, so the caller may hear ringing or a short silence before the AI speaks.
Carrier routing on your own SIP
On a bring-your-own-SIP number, silence usually means the call is not routed to Mando correctly. Recheck that your carrier points at the SIP host from the setup panel, and that your carrier's signaling IPs are in the CIDR list, or calls from some regions are dropped.
Frequently asked questions
The call connects then goes silent.
Most often Enable Voice is off, the number is not active, or credits ran out. Check those first.
Only some callers hear silence.
On your own SIP carrier, add the missing region's signaling IPs to the CIDR list.
It is only the first call.
That is a cold start. The next calls answer quickly.