--- title: "Telephony FAQ & Troubleshooting" description: "This article will help you troubleshoot issues relating to the Telephony feature. Refer Help Article: Telephony FAQ & Troubleshooting Document 1. Feature Overview This article will help you troubleshoot issues relating to the LeadSquared Telephony ..." url: "https://supportb.kinsta.cloud/docs/telephony-faq-troubleshooting/" updated: "2024-09-19" category: Telephony Connectors --- # Telephony FAQ & Troubleshooting This article will help you troubleshoot issues relating to the Telephony feature. **Refer Help Article:** [Telephony FAQ & Troubleshooting Document](https://help.leadsquared.com/telephony-faq-troubleshooting/) ## 1. Feature Overview This article will help you troubleshoot issues relating to the [LeadSquared Telephony](https://help.leadsquared.com/leadsquared-telephony-feature-overview/) feature. 2. Prerequisites - You must be an Administrator user to access connector configurations and settings. - Some technical experience is required to understand the format of the data and configure the connector with your telephony provider. 3. General Telephony Issues 1. Are API rate limits applicable to telephony/UTC? The V2 API rate limits do not apply to telephony/UTC APIs. However, since telephony is a shared infrastructure between multiple accounts: in case of an extremely high number of concurrent requests, there is a possibility of throttling the requests via rate limiting, please contact [support@leadsquared.com](mailto:support@leadsquared.com) for details. 2. Can I restrict leads from being created on inbound calls from unknown numbers? Yes. Navigate to [Settings>Telephony>Telephony Settings>General Settings](https://in21.leadsquared.com/Settings/AdvancedTelephonyGeneralConfiguration) and enable Ignore inbound calls. [https://help.leadsquared.com/wp-content/uploads/2023/10/ignore-inbound-calls.png](https://help.leadsquared.com/wp-content/uploads/2023/10/ignore-inbound-calls.png) [⚲](https://help.leadsquared.com/wp-content/uploads/2023/10/ignore-inbound-calls.png)[![ignore inbound calls](https://help.leadsquared.com/wp-content/uploads/2023/10/ignore-inbound-calls.png)](https://help.leadsquared.com/wp-content/uploads/2023/10/ignore-inbound-calls.png) 3. Can I restrict leads from getting created on outbound calls to non-existing numbers? Yes. Navigate to [Settings>Telephony>Telephony Settings>General Settings](https://in21.leadsquared.com/Settings/AdvancedTelephonyGeneralConfiguration) and search for Configure telephony ignore rules. Click on Configure and select Call Log under the Outbound Rule(s) dropdown. Once done, click Save. [https://help.leadsquared.com/wp-content/uploads/2023/10/outbound-rules.png](https://help.leadsquared.com/wp-content/uploads/2023/10/outbound-rules.png) [⚲](https://help.leadsquared.com/wp-content/uploads/2023/10/outbound-rules.png)[![outbound rules](https://help.leadsquared.com/wp-content/uploads/2023/10/outbound-rules.png)](https://help.leadsquared.com/wp-content/uploads/2023/10/outbound-rules.png) 4. Why is the Opportunity Route API returning an empty response? It could be due to one or more of the following reasons – - Make sure [Opportunity is enabled on your account](https://help.leadsquared.com/opportunity-integrations-in-telephony/). - Check if the Opportunity owner is System – in this case, no phone number will be returned. - Opportunity Route works only on Open Opportunities; if the status is Won or Closed, you will receive an empty response. 5. Why is the lead source for an inbound call not being reflected? Verify the entity modifying the lead source: If it is the Agent Pop-up, make sure the Lead Source field is part of the [Agent Pop-up Form](https://help.leadsquared.com/manage-add-lead-forms/). [https://help.leadsquared.com/wp-content/uploads/2023/10/agent-pop-up-lead-source-ield-1.png](https://help.leadsquared.com/wp-content/uploads/2023/10/agent-pop-up-lead-source-ield-1.png) [⚲](https://help.leadsquared.com/wp-content/uploads/2023/10/agent-pop-up-lead-source-ield-1.png)[![agent pop up lead source field](https://help.leadsquared.com/wp-content/uploads/2023/10/agent-pop-up-lead-source-ield-1.png)](https://help.leadsquared.com/wp-content/uploads/2023/10/agent-pop-up-lead-source-ield-1.png) 6. Why is my telephony provider not receiving traffic from LeadSquared? This can happen if the provider has restrictions on incoming traffic in their firewall. The provider must whitelist LeadSquared IPs. Reach out to [support@leadsquared.com](mailto:support@leadsquared.com) for the list of IPs. 7. How to enable Opportunities for Telephony? 1. To enable Opportunities in your account, please reach out to your account manager, or write to [support@leadsquared.com](mailto:support@leadsquared.com). 2. From the [Advanced Configuration](https://in21.leadsquared.com/Settings/AdvancedConfiguration) settings page, the Enable Opportunity – Telephony setting must be enabled. To know more, please refer to [Organization Settings – Advanced Configuration](https://help.leadsquared.com/organization-settings-advanced-configuration/). For more information, read the article [Opportunity Integration in Telephony](https://help.leadsquared.com/opportunity-integrations-in-telephony/). 8. In the case of inbound and outbound calls, which number is the lead’s and agent’s? - Inbound Calls – The Source Number is the lead’s number and the Destination Number is the agent’s number. - Outbound Calls – The Source Number is the agent’s number and the Destination Number is the lead’s number. 9. What should I do if I experience call drops during a session?  Call drops are typically caused by issues on the telephony provider’s end.