You can attach any draft agent version to a phone number without publishing it first.
Place an outbound test call
Newer workspaces require identity verification before making outbound calls, including test calls. If verification is required, you’ll see a verification prompt instead of the call button on the number’s page.1
Attach an outbound agent to a number
On the
Phone Numbers page, select a number you own. Set its Outbound agent and choose the version to test.2
Make the call
Click
Make an outbound call and enter your phone number. If your agent uses dynamic variables, enter their values in the same dialog, then place the call.Test with an inbound call
1
Attach an inbound agent to a number
On the
Phone Numbers page, select a number you own. Set its Inbound agent and choose the version to test.2
Dial the number
Call that number from your phone to talk to the agent.
What to check
Test the features your agent uses:- DTMF and press-digit: Check that the agent navigates phone menus or responds to keypad input as expected.
- Call transfers: Try a warm or cold transfer and check that it connects. Transfers to a phone number can’t be tested in a web call.
- Voicemail and IVR detection: Check that the agent detects voicemail or an automated menu and takes the action you configured. You can test detection with recorded audio in a web call; a phone call also tests the carrier audio path.
- SMS: Check that messages sent by the agent arrive. This also requires a phone number.
- Audio quality and latency: Listen for audio problems and delays in the conversation.
Next steps
- Web call testing: Talk to your agent in the browser without a phone number.
- Simulation testing: Run automated tests across different scenarios.
- Testing overview: Compare testing methods.