Calls

If your agent isn’t receiving calls, go through this checklist point by point:

1. Phone verified: Go to Agent > Settings > Phone and check that your number is verified. If it’s not, you’ll see the message “The phone number must be verified to make calls.” Click verify and follow the steps.

2. Active subscription: Make sure you have an active subscription. Go to Billing > Subscription and check that the status is “Active.” If it’s expired or incomplete, renew your plan.

3. Sufficient balance: Go to Billing > Balance and check that you have funds. If you see “Insufficient funds in your account,” you need to top up.

4. Calls enabled: Go to Agent > Capabilities and make sure the Calls option is turned on. If it’s off, you’ll see “The agent does not support calls.”

5. Call forwarding configured: To receive calls, you must have set up call forwarding from your phone carrier to your agent’s number. See the call forwarding guide in the Calls documentation section.

6. Limit not reached: Check that you haven’t reached your plan’s daily call limit.

If everything is correct and it still isn’t working, contact support.

This message means your agent has made or received the maximum number of calls allowed in one day under your current plan.

The limit resets automatically the next day. If you need more daily calls, you can upgrade your plan from Billing > Subscription > Change plan.

You can also check your current usage in Billing > Usage to see how many calls you’ve made today.

This happens when your agent is already handling the maximum number of calls at the same time that your plan allows. While a call is in progress, if another one comes in, this message will appear.

The solution is to wait for the current call to finish. If you need your agent to handle more calls at once, check the available plans in Billing > Subscription to see if a higher plan offers more simultaneous calls.

For your agent to make and receive calls, the phone number must be verified. This is a security requirement.

To verify your number:

1. Go to Agent > Settings > Phone.
2. Enter your phone number if you haven’t already.
3. Click Verify number.
4. You’ll receive a call or message with a verification code.
5. Enter the code in Aura to complete the verification.

If the code is incorrect, you’ll see “Invalid verification code.” Make sure to enter it exactly as received. If you don’t receive it, request a new one.

The cost of each call is calculated by minutes consumed. Each minute (or fraction) consumes a certain number of credits from your plan, and each credit has a cost in euros.

To see the details:

• Go to Billing > Usage to see credit consumption per call.
• Go to Billing > Subscription to see how many credits your plan includes.

Test calls have a reduced cost (50% discount).

If your plan’s included credits run out, the cost will be deducted from your prepaid balance. If your balance reaches zero, the agent won’t be able to make more calls until you top up.

If you can’t hear audio when trying to play a recorded call, it could be due to:

• The call was very recent: The recording may take a few minutes to become available after the call ends.
• No recording available: Some very short calls or calls that had errors may not generate a recording. You’ll see the message “This call does not have an audio recording available.”
• Temporary error: If you see “Error retrieving the call’s audio recording,” try again in a few minutes.

You can review recordings in Calls > History by clicking the call you want to listen to.

This message appears when your prepaid balance has run out and you’ve already used all the credits included in your monthly plan.

To fix it:

1. Go to Billing > Balance.
2. Click Top up balance.
3. Choose the amount you want to add (the minimum will be shown on screen).
4. Complete the payment.

To prevent this from happening in the future, you can enable auto-recharge in Billing > Balance > Auto-recharge. When your balance drops below a threshold, it will top up automatically.

Currently, Aura does not offer the ability to listen to a call while it’s in progress. However, you can see the call’s status in real time from Calls > In progress and, once it’s finished, listen to the full recording from Calls > History.

Test calls let you check how your agent sounds and responds before putting it into production. They also have a reduced cost (50% discount).

To make a test call:

1. Go to Agent > Calls.
2. Click Test call.
3. Enter the number you want the agent to call (it can be your own phone).
4. The agent will make the call and you can talk to it as if you were a customer.

Make sure your phone is verified and you have sufficient balance before making the test.

You can correct the pronunciation of specific words using custom pronunciations.

1. Go to Agent > Settings > Voice > Custom pronunciations.
2. Click Add pronunciation rule.
3. Type the word as it appears (for example, “Beaute”) and how you want it pronounced (for example, “Boh-tay”).
4. Save the changes.

The agent will use the custom pronunciation in all its calls. You can add as many rules as you need for proper names, brands, or business-specific terms.