This support article provides step-by-step instructions for investigating call issues through Twilio's logging tools. According to the guide, "Twilio offers several tools for investigating the interaction between Twilio and your application."
Access Twilio Console:
Users must log into their Twilio account and navigate to Account > Subaccounts to locate the relevant account.
Locate the Account SID:
The article recommends copying the Account SID from Scalendo settings to search within Twilio's interface when managing multiple subaccounts.
Verify Phone Number Capability:
Before investigating logs, users should confirm their Twilio number has voice functionality by checking the Phone Numbers section for a phone icon indicator.
Navigate to Call Logs:
The process involves going to Monitor > Logs > Calls in the left navigation panel.
Search for Calls:
Users can filter calls using the FROM field (for incoming calls) or TO field (for outbound calls), entering the contact's phone number without formatting.
Review Details:
Clicking on hyperlinked dates provides deeper call details. The article instructs users to "Click the hyperlinked dates to go deeper into the details for each call."
Escalate if Needed:
If issues persist, users should capture the Call SID and contact Twilio support directly with this information.