My AI number rings but doesn't connect, even though the web test works

If your agent works when you test it in the Maple portal but your AI phone number doesn't connect when someone calls it, the issue is almost always with the phone number itself — not with the AI. Here's how to sort it out.

What to Check

1. Confirm you're dialing the exact AI number shown in your Maple portal. It's easy to reach an old or slightly different number, so double-check it digit by digit.

2. If you recently set up or changed your number, give it a few minutes and try again. A new number sometimes needs a short while before calls route to it correctly.

3. If it still won't connect, contact Maple support. Let us know the exact number you dialed and what you heard, and we'll check the number's routing and fix or reassign it for you.

Why the Web Test Still Works

Testing in the portal goes straight to your agent and doesn't rely on a phone number at all. So when the web test works but a real call doesn't, that's a strong sign the number simply needs attention — which is something we can take care of quickly.