Start with the symptom

Separate the problem before changing configuration:

• Inbound calls do not ring: inspect voice routing targets and recipients.
• Outbound calls fail: inspect the active Twilio number, browser phone readiness, caller ID, and destination format.
• SMS does not send or arrive: use Communications channel status and the Message Delivery Log; voice routing does not forward SMS.
• Onboarding still says unrouted: compare the onboarding check with the number's currently saved routing before making changes.

Check the number and integration

1. Open Settings > Integrations and locate Twilio.
2. Confirm the integration and intended number are connected and do not show a Needs attention warning.
3. If a displayed provider/webhook warning offers Fix Webhook, only a User with integration-update permission should run it. This contacts the provider and is not a harmless local check.
4. Open Settings > Communications > Phone Numbers.
5. Confirm the intended number exists, is the correct number, and opens in Configure Number.

Check inbound voice routing

1. Reopen Configure Number and verify one or more Routing Targets.
2. Confirm the expected active Users and Teams under Simultaneous Ring.
3. If direct forwarding is used, validate the external number in E.164 format.
4. Review the voicemail fallback and greeting.
5. Save only if you made an intentional correction, then reopen to confirm persistence.

Check the receiving surface

• Web App: the User must be selected and the browser phone device must finish registration. A stale device is discarded rather than reused.
• Mobile App: the User must be selected and the mobile calling surface must be available.
• Phone Number (Direct): a valid external destination and provider authorization are required.
• User/Team changes: inactive or removed Users cannot receive new routing even if an old configuration referenced them.

Check SMS separately

Open Settings > Communications > SMS for sending enablement and registration status. Then open the Message Delivery Log for pending, failed, dismissed, or retryable outbound evidence. Do not change voice routing to solve a consent, suppression, registration, or SMS transport failure.

Provider and human-review boundary

Crewvana can show local configuration, event history, and provider responses. It cannot prove carrier reachability without an actual provider transaction. If a live test is necessary, an authorized person should use approved test endpoints, consented recipients, and a controlled time window. Preserve the timestamp, source number, destination, and displayed error for support. This guide was verified without placing calls, sending messages, or repairing provider webhooks.

Related guides

• Route at Least One Phone Number
• Troubleshoot Message Delivery
• Enable Web Push Notifications