This issue can occur for many of the same reasons as a call going silent, but the problem might be happening earlier in the process—sometimes even before the greeting message can play.
Step 1: Check the Device Status Light
First, look at the indicator light on your Salpre Box.
- If the light is steady green, it means your device is successfully connected to the internet. The problem is almost certainly with one of your connected AI service providers or the data connection to them. Please proceed to Step 2.
- If the light is not steady green, please refer to the device's connection troubleshooting guide.
Step 2: Check the Live Call Monitoring Page
If your device has a steady green light, the lack of audio is likely caused by a service error. Go to the Live Call Monitoring page to diagnose the issue. Here are the potential causes, listed in the order they occur during a call:
1. TTS (Text-to-Speech) Error This is the most common reason if you don't hear the initial greeting message. It means the system failed to generate the audio for your bot’s opening line.
- What to look for: An error from your TTS provider (e.g., "insufficient funds," "rate limit reached").
2. STT (Speech-to-Text) Error If the greeting plays but the call doesn't proceed, the system may be failing to process the caller's response.
- What to look for: An error from your STT provider on the monitoring page.
3. Language Model (GPT) Error The AI model may be failing to generate a response.
- What to look for: An error from your GPT provider on the monitoring page.
4. Connection Error This indicates that audio data is not being successfully transmitted between services.
- What to look for: The call log shows no transcript and no specific error messages. This usually points to a data transmission failure.
