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

# Core Troubleshooting

> Resolve common Maple Voice Core issues

Solutions for common Maple Voice Core issues.

## Call Quality Issues

### Problem: Poor audio quality

**Solutions:**

- Check internet connection
- Verify bandwidth (minimum 100kbps per call)
- Test from different phone
- Contact support if persistent

### Problem: Calls dropping

**Solutions:**

- Check for service outages
- Verify account status
- Review call logs for patterns
- Check concurrent call limits

## AI Response Issues

### Problem: Incorrect information

**Solutions:**

- Review knowledge base accuracy
- Check for outdated entries
- Update store hours
- Verify special announcements

### Problem: AI says you’re closed or delivery is paused when your settings say otherwise

An old knowledge base entry or behavior is overriding your live settings. The agent follows [behaviors](https://docs.maple.inc/voice-core/knowledge-base.md#behaviors) as mandatory and answers from knowledge base entries, so a note added earlier (say, that delivery was paused for a busy weekend) keeps being repeated after you change your settings.

**Solutions:**

1. Click **Knowledge** in the sidebar and open the **All Entries** tab
2. Search for the outdated wording, such as “closed” or “delivery”
3. Click **Edit entry** to correct it, or **Delete entry**
4. If no entry matches, check the **Behaviors** tab. Behaviors can’t be edited there; ask Maple Copilot or Maple support to remove the outdated one
5. Test your agent again

Whenever your hours, delivery availability or a menu detail changes, update the matching entry at the same time.

### Problem: AI doesn’t understand questions

**Solutions:**

- Write a clearer, more complete answer
- Review failed queries in logs
- Add more knowledge base entries
- Adjust voice configuration
- See [Speech recognition limits](https://docs.maple.inc/help/troubleshooting/ai-voice-recognition-limitations-and-workarounds.md) and [Pronunciation fixes](https://docs.maple.inc/help/troubleshooting/fixing-ai-pronunciation-of-restaurant-and-menu-names.md)

## Phone Number Issues

### Problem: Number not working

**Solutions:**

- Verify number is active
- Check account billing
- Test forwarding rules (see [Call forwarding issues](https://docs.maple.inc/help/troubleshooting/call-forwarding-troubleshooting.md))
- Confirm porting complete

### Problem: Number rings but doesn’t connect, though Try Your Agent works

**Try Your Agent** in the dashboard talks to your agent directly, without a phone number. If it works but real calls don’t, the problem is the number, not the AI.

**Solutions:**

- Check you’re dialing the exact AI number shown under **AI Agents**, digit by digit
- If you just set up or changed the number, wait a few minutes and try again
- If it still won’t connect, send Maple support the number you dialed and what you heard. Support checks the number’s routing and fixes or reassigns it

### Problem: Calls don’t reach your staff when transferred

See [Call transfer issues](https://docs.maple.inc/help/troubleshooting/why-calls-aren-t-transferring-to-my-staff-or-the-ai-says-the-restaurant-is-busy.md).

### Problem: Can’t receive SMS

**Solutions:**

- Check A2P registration status
- Verify SMS enabled
- Test with different carriers
- Review message logs

## Configuration Issues

### Problem: Changes not taking effect

**Solutions:**

- Allow 5 minutes for propagation
- Clear browser cache
- Check save confirmation
- Verify correct location (multi-location)

## Getting Help

- Check [system status](https://status.maple.inc)
- Review [documentation](https://docs.maple.inc/voice-core/overview.md)
- Contact support: <hello@maple.inc>
- Emergency: Call support line