Even with a proper setup, you might encounter some common issues when using VOIP in LeadSimple. Below is a list of frequent problems and how to resolve them:
“Why do I hear ‘Configure your number’s voice URL to change this message’ when I call my LeadSimple number?” – This automated message indicates that the phone number’s call routing isn’t fully configured. It often happens if a number was ported into LeadSimple and the provider (Twilio) didn’t attach the number to LeadSimple’s call flow during provisioning. Essentially, Twilio doesn’t know what to do with the call, so it plays a default message. To fix this, you usually need LeadSimple support to step in and re-configure the number’s settings on the backend. Solution: Reach out to LeadSimple support immediately. They can quickly configure the voice webhooks for your number so that calls route into the app correctly. Once fixed, calling the number will ring through to your configured users instead of that message. (This is not something you can fix from your side, as it’s an internal configuration issue.)
Hearing “This call cannot be connected because it may be invalid” on outbound calls: If you dial out and get a message saying the call can’t connect or is invalid, it’s likely because your number has been flagged as a spam or “scam likely” number by the recipient’s phone carrier. Some carriers play this message to discourage spam calls. This can happen if your number is new or if a lot of people have not answered it and marked it as spam. Solution: You should register your number in the national caller ID / spam registry to improve its reputation. There’s a free registry (for example, through Free Caller Registry) where you can list your number as a legitimate business caller. After registration (note it takes a couple of weeks to propagate), the likelihood of being flagged as spam drops, and the correct caller ID name may show up. Additionally, ensure you’re not making calls too rapidly or in patterns that trigger carrier spam filters. If possible, also encourage clients to save your number to their contacts (calls from saved contacts typically bypass spam filters on cell phones).
Outbound call not initiating or audio not heard: If you click to call and nothing happens, or the call modal shows an error:
Make sure you have a LeadSimple number assigned to you. If not, you’ll get an error that the user does not have a number to call from. Assign a number to the user (or have them join a shared number) and try again.
If the call connects but you can’t hear the other side (or they can’t hear you), it’s likely a microphone/speaker issue. Solution: Check your browser’s permissions – the mic might be blocked. Also ensure you’re using the correct audio devices (if you have multiple microphones or speakers, select the right ones from your OS settings or any in-app settings). Try a test call on another site (like a WebRTC test site) to confirm your hardware is working.
If on mobile (using the web browser method), note that Safari is not supported for calling. Use Google Chrome on mobile if you must call via the browser, or simply use the forwarding to your phone.
If you see an explicit error like “Cannot make outbound calls,” double-check if your account’s phone feature is active and if your internet connection is stable. Also verify that you’re not trying to call an international number that might be restricted (LeadSimple might restrict calls to certain countries or require special setup).
Calls not ringing to any user (inbound not received): If inbound calls are not reaching your team:
Confirm that at least one user is assigned and marked as active on the number. If a number has no users, nobody will get the call.
If using business hours or Do Not Disturb, ensure the call isn’t coming in during a time when it’s set to go straight to voicemail. If LeadSimple has a business hours setting for the number, adjust it to your schedule.
Check if the number was set to SMS-only mode. LeadSimple allows toggling a number to “SMS Only / Send Calls to Voicemail”. If someone enabled that, calls will intentionally never ring and always go to voicemail. The fix is to go to Settings > Texting & Inbound Calling > [your number] > Configure Routing, and turn off SMS-only mode if it’s on.
If calls still don’t come through, do the “voice URL” test by calling the number from an outside line: if you hear the “Configure voice URL” message, that’s the issue (see above – contact support). If you hear nothing at all or a generic carrier message, the number might not be active or might have been released – contact support in that case as well.
New leads not being created from test calls: You might notice that when you call your number to test, LeadSimple doesn’t create a new lead even though you set a pipeline. This is often because you are calling from a number that LeadSimple recognizes (perhaps your user profile phone or an existing contact). LeadSimple will not create duplicate leads or count a user’s own call as a new inquiry. Solution: For a valid test of the new-lead-from-call feature, call from a truly new number (ask a friend or use a second phone) that isn’t in the system. Then check the pipeline for a new lead. In real operation, any genuine unknown caller will trigger the new lead creation as long as pipeline is set.
“Caller has already been transferred to voicemail” message: This message can sometimes be heard if a user tries to pick up a call that has just been sent to voicemail. It might occur if there was a slight delay or if multiple users are trying to grab the call. Practically, it means the caller gave up or the system forwarded the call to voicemail due to no answer, and your attempt to answer was too late. Solution: There isn’t a technical fix needed; it’s more of a timing issue. If you encounter this often, consider extending the ring duration slightly (upload a longer hold message to give maybe 45 seconds before voicemail) or ensure users are prepared to answer promptly. Also check that your notification (ring) is immediate – if someone’s cell carrier has delays in forwarding, that could shorten the window. Ensuring a strong signal or using the web app directly might help.
“Phone number not configured correctly” recording: If you call a number and hear a message that the number is not configured, it is similar to the voice URL issue – the number’s settings on the backend are incomplete. This could happen right after provisioning or porting if something glitched. Solution: Double-check that the number appears in your LeadSimple account and is assigned. If it is, then this error likely requires a support fix (they might re-provision the number or refresh the configuration). Contact LeadSimple support with the number that’s giving the error.
Text messages not sending or incoming texts not visible: If texting isn’t working:
Ensure your business texting registration is approved. If not, carriers might block messages. In LeadSimple, there may be an indicator in the texting settings if registration is pending. Complete any required info.
Are you trying to text a number in a country that’s not supported? LeadSimple supports US, Canada, Mexico, Australia for user notification numbers, and likely focuses on North America for texting. International texting may be limited or cost extra.
If one specific contact isn’t receiving texts, ask if they’ve perhaps opted out (if a recipient replies “STOP”, Twilio/LeadSimple will not send further texts to them). You might need to use a different number or have them opt back in.
For incoming texts not showing, verify the number in question is indeed the exact one you tested (no typo). Also check if the text might have created a new lead or went to another place (e.g., if the number wasn’t assigned to you, another user might see it under a different lead).
In any case, when troubleshooting, use the LeadSimple Help Center and support channels. If an issue persists or is not covered, don’t hesitate to contact LeadSimple’s support (via chat or email). They can often diagnose call logs and error codes on the back-end to pinpoint the problem.
Finally, remember that VOIP quality can be influenced by external factors like your internet service. If you experience choppy calls or drops, consider the network: using a wired Ethernet connection, upgrading your bandwidth, or implementing Quality of Service (QoS) on your router to prioritize VOIP traffic can help. But overall, most issues can be resolved with proper configuration or a quick fix with support’s help.