This guide explains how to validate that voice and SMS are working correctly after telephony setup, and provides a troubleshooting reference for common failures. Run these tests immediately after completing your provider-specific connector setup.
🗒️ NOTE
Complete your provider-specific connector setup before running these tests. See the telephony setup overview for the full setup path.
Run the validation tests
Run all of the following tests immediately after setup. Mark each test as passed before signing off the telephony configuration as complete.
Inbound voice tests
# | Test | Expected result |
1 | Dial the provisioned number from an external phone | The AI Employee answers within 2 rings |
2 | Speak a test phrase to the agent | The agent responds with a relevant answer |
3 | Evaluate audio quality during the call | No clipping, echo, or background noise — krisp filter active |
Outbound voice tests
To trigger an outbound call, use the AI Employee's outbound calling workflow — for example, initiate a call from a CSV list or from a CRM-triggered automation. Call your own phone number or a test number you control.
# | Test | Expected result |
1 | Trigger an outbound call from the agent | The target phone rings and the call connects |
2 | Verify the caller ID on the receiving phone | The caller ID displays the provisioned E.164 number |
SMS tests
To test inbound SMS, send a text message to the provisioned number from your phone. To test outbound SMS, trigger an SMS from the AI Employee's conversation flow — for example, by using a scenario that sends a confirmation or follow-up message.
# | Test | Expected result |
1 | Send an inbound SMS to the provisioned number | The AI Employee responds with a relevant message |
2 | Trigger an outbound SMS from the agent | The message is delivered with the correct sender ID |
Newo platform checks
# | Test | Expected result |
1 | Check the connector status in the Builder | The connector shows as active with no errors |
2 | Check call history in the platform | The test call is visible with duration and transcript |
3 | Review the call transcript | The transcript is accurate and agent prompts are correct |
Troubleshoot common failures
If any test fails, use the table below to identify the issue and apply the resolution.
# | Issue | Resolution |
1 | Call does not connect | Verify the number is Active in the provider console (Twilio or Telnyx) |
2 | Agent does not answer | Check that the Webhook URL in the provider console matches the agent endpoint in the Builder |
3 | Caller ID shows unknown | Configure the outbound caller ID (CLI) in the provider console |
4 | Number not found in connector | Re-enter the number in strict E.164 format (e.g. |
5 | Compliance error at purchase | Re-assign the Regulatory Bundle (Twilio) or Requirements Group (Telnyx) for the target country |
6 | Webhook not reached | Test the webhook URL for reachability from an external network |
7 | SMS not delivered | Check that SMS capability is enabled for the number and that messaging settings are configured in the provider console (Messaging Profile in Telnyx, messaging settings in Twilio) |
8 | SIP call fails to connect | Verify the SIP hostname, connection type, and port in the voice connector settings |
9 | Agent transcript missing | Confirm the agent is published in the Builder |
🗒️ NOTE
Once all tests pass, notify the partner or stakeholder that the number is live.