Troubleshooting Mobile App Call Disconnections
Identifying the Type of Account SID:
- The first step in troubleshooting is to verify whether the Account SID associated with the problematic account is a master account SID or a sub-account SID. This distinction is important because using a master account SID can lead to call disconnection issues.
- To verify, navigate to the settings of your CRM account, and locate the section where the Account SID and Auth Token are displayed. Copy and paste these credentials into the designated verification area within the CRM platform to check their type.
Ensuring Correct Account SID Configuration:
- If the verification process reveals that the Account SID is indeed a sub-account SID (as it should be), but the call disconnection issue persists, further investigation is required.
Linking the Correct Twilio App
Accessing Sub-Account Settings:
- Navigate to the settings menu and select "Sub Accounts." From there, click on the account name experiencing the call disconnection issue.
Finding the Programmable Voice Session:
- Within the account settings, search for the programmable voice session. It is crucial to ensure that this session is correctly configured for calling functionality.
Matching the Location ID:
- Often, the issue arises from a mismatch between the location ID in the CRM and the location ID associated with the Twilio app. To resolve this, locate the link within the programmable voice session settings that contains the location ID.
- Compare this ID with the location ID in your CRM account. If they do not match, you will need to update the link to ensure consistency.
Updating the Twilio App Link:
- Delete the original link associated with the Twilio app and replace it with the correct link that matches the location ID in your CRM account. This step is crucial for re-establishing the correct linkage between the CRM and the Twilio app.
Refreshing Twilio Configuration:
- After updating the link, refresh the Twilio configuration to ensure that the correct link is now associated with the Twilio app. This should resolve the call disconnection issue, allowing for seamless calling functionality within the CRM mobile app.
Troubleshooting Tips and FAQs
What if the issue persists after verifying the Account SID and updating the Twilio app link?
- Ensure that there are no additional configuration errors within the CRM or Twilio settings. Double-check API keys and other relevant settings for accuracy.
Can I use a master account SID for calling?
- It is recommended to use a sub-account SID for calling functionalities to avoid potential issues and ensure optimal performance.