On this page
Find the relevant records
Ask for the approximate time, the number dialed and what the caller heard. Search the available ClaireAI record and your phone provider’s call history using the same time zone. An absent record can require further investigation; it does not prove that one provider caused the problem.
Check the configured call path
- Is forwarding enabled for the number the caller actually dialed?
- Do office hours, holidays, voicemail or a ring group override the expected route?
- Was the destination or phone configuration recently changed?
- Does your provider report an incident that overlaps the call time?
Compare the provider’s call detail record
Where available, request the carrier’s call detail record, including the destination and result for the forwarding attempt. Compare it with the ClaireAI timeline. Ask the relevant support team to interpret unexplained status codes instead of assuming that a code identifies the root cause.
Escalate with the information needed to investigate
Contact support@theclaireai.com with the call ID if available, timestamp and time zone, dialed number, expected route and observed behavior. Share sensitive call details only through a support channel approved for them. Include recent configuration changes and the outcome of your test.
If calls remain affected, coordinate a temporary route with your phone administrator and the ClaireAI team. Support response commitments depend on the applicable plan or agreement; this guide does not promise a fixed root-cause deadline.
Check the phone setup guide when reviewing forwarding and rollback.
Author
Tiago Stram
Founder, ClaireAI
Tiago leads product at ClaireAI. He has spent the last three years building telephony and intake systems for U.S. law firms.