# Call troubleshooting

When calls do not reach your team, the cause is usually the call flow assignment, a telephony status, or the provider's network. Work through the checks on this page in order.

## Calls not getting through

If calls are not reaching your destination, one of the following is typically the cause. Work through them in order.

### Tracking number not assigned to a call flow

The tracking number has no call flow attached, so Nimbata doesn't know where to send the call.

**Fix:**

- Assign the tracking number to an existing call flow, or create a new one and assign it.

Detailed guide: [Assign a call flow](https://help.nimbata.com/tracking/managing-numbers#assign-a-call-flow)\
Detailed guide: [Build a call flow](https://help.nimbata.com/call-handling/call-flows#build-a-call-flow)

### Call disposition status shows a telephony failure

Nimbata logs a disposition status for every call attempt. If calls are failing at the network level, you will see statuses such as User Busy, No Answer, Call Rejected, Service Unavailable, or Invalid Number Format.

**Fix:**

- Go to [Activity > Calls](https://app.nimbata.com/activity/calls) and check the disposition status of the affected calls.
- If the status points to a network or provider issue rather than a configuration problem, contact Nimbata support and include the relevant call logs and timestamps.

> **Tip:** Disposition statuses describe what happened during the call attempt. They don't always point to a single root cause and don't necessarily indicate an error in Nimbata; they are standard telephony codes.

Detailed guide: [Disposition statuses](https://help.nimbata.com/dashboards/call-metrics#disposition-statuses)

### Tracking number provider or network outage

Some calls never connect even with a correct setup. This can indicate an outage or technical problem on the tracking number provider's network.

**Fix:**

- Contact Nimbata support to confirm whether the provider is at fault.
- Before concluding this is a provider issue, first rule out the configuration causes above.

### No calls have been placed yet

In some cases the setup is correct but the call count is zero simply because no one has called yet.

**Fix:**

- Go to [Dashboards > Visit Stats](https://app.nimbata.com/dashboard/visit-stats) and verify the date range.
- Check the Calls column per channel to confirm whether traffic is reaching the number.

Troubleshooting: [Declined calls](https://help.nimbata.com/call-handling/call-troubleshooting#declined-calls)\
Detailed guide: [Build a call flow](https://help.nimbata.com/call-handling/call-flows#build-a-call-flow)

## Declined calls

A **declined** call means Nimbata received the call attempt but could not route it to a destination. The call never reached an agent.

### The tracking number is not assigned to a call flow

This is the most common cause. If a tracking number has no call flow assigned, Nimbata does not know where to forward the call and declines it.

**Fix:**

- Assign the tracking number to a call flow.

Detailed guide: [Assign a call flow](https://help.nimbata.com/tracking/managing-numbers#assign-a-call-flow)

### The tracking number has a call flow, but calls are still declined

If the number already has a call flow and calls are still being declined, the cause is likely a routing misconfiguration or a telephony-level issue.

**Fix:**

- Check the call's disposition status in [Activity > Calls](https://app.nimbata.com/activity/calls) for more detail, then follow the full troubleshooting guide: [Calls not getting through](https://help.nimbata.com/call-handling/call-troubleshooting#calls-not-getting-through).

Troubleshooting: [Calls not getting through](https://help.nimbata.com/call-handling/call-troubleshooting#calls-not-getting-through)\
Detailed guide: [Build a call flow](https://help.nimbata.com/call-handling/call-flows#build-a-call-flow)