> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Voice AI

> Diagnose and resolve common Voice AI issues including call quality, timezone, and connectivity problems.

This guide covers the most common Voice AI issues and how to resolve them.

<Frame caption="Voice AI agent settings where you diagnose connectivity and configuration issues">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/5ekJMua0ICwwZhKE/images/ai-agents-how-to-set-up-voice-ai-agent-0-create-20agent.png?fit=max&auto=format&n=5ekJMua0ICwwZhKE&q=85&s=c3a047f0b628594c70760ccac98bc27a" alt="Voice AI agent creation with agent name, direction, and phone setup" width="1586" height="419" data-path="images/ai-agents-how-to-set-up-voice-ai-agent-0-create-20agent.png" />
</Frame>

<Frame caption="Verify the call direction setting matches your intended use case">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/pvNCpCCULfbeMUAk/images/voice-ai-setup-direction.png?fit=max&auto=format&n=pvNCpCCULfbeMUAk&q=85&s=a8d7c61f25b2a350a2c009c0b08ef721" alt="Call direction setting showing inbound, outbound, or both options" width="1254" height="502" data-path="images/voice-ai-setup-direction.png" />
</Frame>

## Call connectivity issues

<AccordionGroup>
  <Accordion title="Calls go straight to voicemail">
    * Verify your Voice AI agent is **active** (not paused or in test mode)
    * Check that the phone number is correctly assigned to the agent
    * Confirm your agent availability schedule includes the current time and timezone
    * Check that failover settings are not routing calls away from the agent
  </Accordion>

  <Accordion title="Agent does not answer during business hours">
    The most common cause is a **timezone mismatch**. Double-check that your agent timezone setting matches your actual business timezone. Go to your agent settings and verify the timezone under the **Availability** section.
  </Accordion>

  <Frame caption="Check the agent timezone and availability settings to resolve scheduling issues">
    <img src="https://mintcdn.com/hoopai-84ec0cdc/5ekJMua0ICwwZhKE/images/ai-agents-how-to-set-up-voice-ai-agent-6-details.png?fit=max&auto=format&n=5ekJMua0ICwwZhKE&q=85&s=a4f03f2ca86e68182e70dfc69097a99b" alt="Agent availability and timezone settings" width="1264" height="670" data-path="images/ai-agents-how-to-set-up-voice-ai-agent-6-details.png" />
  </Frame>

  <Accordion title="Failover triggers too frequently">
    If calls are frequently routing to your failover number instead of the AI agent:

    * Check your internet connection stability
    * Verify the agent is not hitting concurrent call limits
    * Review the agent response time
    * Contact support if the issue persists
  </Accordion>
</AccordionGroup>

## Audio quality issues

<AccordionGroup>
  <Accordion title="Caller reports robotic or unclear audio">
    * Check your text-to-speech voice selection
    * Reduce the complexity of your system prompt to speed up response generation
    * Verify the caller phone connection quality
  </Accordion>

  <Accordion title="Agent does not understand the caller">
    * Review speech-to-text language settings to ensure they match the caller language
    * Check for background noise guidance in your system prompt
    * Add common misheard phrases or names to your prompt for clarification handling
  </Accordion>
</AccordionGroup>

## Appointment booking issues

<AccordionGroup>
  <Frame caption="Voice and language settings that affect audio quality and speech recognition">
    <img src="https://mintcdn.com/hoopai-84ec0cdc/5ekJMua0ICwwZhKE/images/ai-agents-how-to-set-up-voice-ai-agent-4-image.png?fit=max&auto=format&n=5ekJMua0ICwwZhKE&q=85&s=c386bd2541e9138b4c6c78ea1bd47936" alt="Voice AI agent voice and language configuration" width="1254" height="502" data-path="images/ai-agents-how-to-set-up-voice-ai-agent-4-image.png" />
  </Frame>

  <Accordion title="Agent cannot find available slots">
    * Verify the calendar is connected and active
    * Check that the calendar has availability configured for the relevant time periods
    * Confirm the agent is referencing the correct calendar ID
  </Accordion>

  <Accordion title="Appointments booked at wrong times">
    * Check timezone settings on both the agent and the calendar
    * Verify the agent prompt includes clear instructions for timezone handling
  </Accordion>
</AccordionGroup>

## Getting more help

If you have tried the steps above and the issue persists, contact HoopAI support at [hi@hoopai.com](mailto:hi@hoopai.com) with:

<Frame caption="Verify your knowledge base is properly attached to resolve incorrect information issues">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/5ekJMua0ICwwZhKE/images/ai-agents-how-to-set-up-voice-ai-agent-10-select-20knowledge.png?fit=max&auto=format&n=5ekJMua0ICwwZhKE&q=85&s=28dbeb5d81798294e984d43ed539a708" alt="Knowledge base attachment for Voice AI agent" width="989" height="307" data-path="images/ai-agents-how-to-set-up-voice-ai-agent-10-select-20knowledge.png" />
</Frame>

<Frame caption="Select a knowledge base in advanced mode to resolve incorrect answer issues">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/jdTHs3JUcTo6xOCG/images/voice-ai-setup-advanced-select-kb.png?fit=max&auto=format&n=jdTHs3JUcTo6xOCG&q=85&s=712235b4514451d5d99aa8e163ed14c5" alt="Knowledge base selection in advanced mode settings" width="989" height="307" data-path="images/voice-ai-setup-advanced-select-kb.png" />
</Frame>

* Your agent ID
* A description of the issue
* Relevant call logs or timestamps

## Related guides

<CardGroup cols={2}>
  <Card title="Phone setup" icon="phone" href="/ai/voice-ai/phone-setup">
    Review phone number configuration
  </Card>

  <Card title="Testing and debugging" icon="bug" href="/ai/voice-ai/testing-debugging">
    Test your agent before going live
  </Card>
</CardGroup>