Troubleshooting and FAQ

Number missing or the old assistant answers

If the number is missing, ask support to provision it to your account. If the old assistant answers, the carrier SIP/External Server destination may still point to the old service. Changing the Xenith agent does not change that address.

The phone rings but the agent does not answer

Check the correct SIP account, enabled routing, assigned agent and balance. If Call History has no record, start with carrier routing. If a record exists, send its call ID to support.

Microphone failure or one-way audio

Check site microphone permission and the operating system input device. Bluetooth or another application using the microphone may affect audio. If browser audio works but telephone audio is one-way, ask support to check carrier/SIP media settings.

The call ended unexpectedly

Check balance, end-on-silence settings and any trial-session limits. Report the Call History record. Interruption sensitivity is not a total duration limit.

Wrong answer or appointment

Check that the correct knowledge source is selected and saved. For Cal.com, check event ID, time zone, calendar connection and API keys on both tools. Retry in a new call.

What should I include in a support request?

Include account email, agent name/ID, number, date/time with time zone, call ID when available, error text and expected result. Do not share passwords, API keys or card details.

Contact support@xenithintelligence.com for number provisioning, outbound requirements, CRM integrations or service scope.