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🚨 Troubleshooting Guide

Fix issues fast with step-by-step solutions

🔍 Quick Diagnostic Steps​

Before diving into specifics, try these first

1️⃣ Test a simple call - Call your restaurant number from your cell phone

2️⃣ Check your dashboard - See if calls are showing up in analytics

3️⃣ Verify your setup - Confirm your Virnika DID number from onboarding email

4️⃣ Time-based test - Try calling at different times (peak vs. off-peak)

Screenshot Placeholders

SCREENSHOT NEEDED: Error logs or diagnostic view in dashboard

SCREENSHOT NEEDED: Call recording/transcript interface for debugging

📞 Call Routing Problems​

Issue 1: Calls Not Reaching Agent Penny​

Quick Fix Checklist:

✅ Verify your telephony provider has routing enabled

✅ Check Virnika DID number is correct (no typos)

✅ Test the routing path with your provider

✅ Ensure no conflicting call features are active

✅ Check for network connectivity issues (SIP setups)

✅ Contact Virnika support if routing appears correct

Issue 2: Calls Going to Voicemail Instead of Virnika​

Solution Steps:

  • Check routing setting - Set to "always" not "when busy"
  • Verify timeout - Voicemail timeout should be longer than Virnika routing
  • Hunt group priorities - Ensure correct order (for IVR setups)
  • Test timing - Call during different times of day

🔊 Audio Quality Issues​

For PSTN/Phone Line Routing:​

ProblemSolution
Static or echoTest from different phone types/networks
Dropped callsCheck carrier signal strength
Delay in connectionVerify routing path with telephony provider

For SIP Integration:​

Network Requirements
  • Bandwidth: Need 100kbps per call minimum
  • Firewall: Allow SIP traffic through your firewall
  • Connectivity: Test connection to Virnika SIP endpoint
  • QoS: Enable Quality of Service for voice traffic

🍽️ Menu Understanding Problems​

Issue: Agent Penny Not Understanding Menu Items​

Diagnosis Checklist:

1️⃣ Check item has description - Every item needs a clear description

2️⃣ Verify all modifiers - Are all size/topping options set up?

3️⃣ No abbreviations - Use "Large" not "Lg", "Chicken" not "Chk"

4️⃣ Special characters - Remove symbols like ™, ®, or accented letters

5️⃣ Sizes combined - One "Pizza" item with size modifiers, not separate "Small Pizza" items

Price & Modifier Issues:​

ProblemFix
Prices wrongUpdate menu sync or re-upload manual menu
Missing modifiersSeparate default from paid modifiers in setup
Wrong defaultsSet default selections properly in POS

💳 Payment & Processing Issues​

Common Payment Fixes
  • SMS links not working - Test payment link from your own phone
  • Gateway errors - Check payment gateway configuration in dashboard
  • Wrong service fees - Verify fee settings match your preferences
  • Payment timeout - Test complete payment flow end-to-end

📲 Transfer Logic Issues​

Issue: Transfers Not Working Properly​

Transfer Troubleshooting:

🔧 Review transfer rules - Check dashboard transfer settings

🎯 Test trigger phrases - Try saying "I need to speak to a manager"

📱 Restaurant line - Verify your restaurant phone is answering

⏰ Timeout settings - Check transfer timeout isn't too short

🆘 Still Need Help?​

When to Contact Support
  • Issues persist after trying these solutions
  • You need help with complex telephony changes
  • Dashboard showing errors you can't resolve
  • Call quality problems across multiple test calls

Contact: [email protected] or your dedicated Slack channel

Include: Your restaurant name, specific error messages, and what you've already tried

Back to: Getting Started | See also: Billing & Support