An Application Error has been encountered

When you place a call and hear the message “An Application Error has been encountered”, it means the dialer encountered an error that prevented the call from completing.

Symptoms

• You hear a voice message stating: “We’re sorry, an application error has occurred; goodbye.”
• The call ends immediately after dialing.
• Calls to certain Smart Numbers do not connect to agents, voicemail, or menu options.

Causes

This error usually occurs when the dialer hits an unhandled exception while processing the call. The most common cause is an incorrectly formatted audio file in a Call Flow.

Incorrectly Formatted MP3 File

If your Call Flow includes a Greeting, Menu, or Prompt step that uses a file not actually encoded as an .mp3, the system cannot process the audio. Files that have simply been renamed from another format (like .mp4 or .m4a) to .mp3 are not supported. Even if the audio plays while editing the Call Flow, it will fail during live calls.

Troubleshooting Steps

1. Check audio files in your Call Flow:

   • Open each Greeting, Menu, or Prompt step.
   • Verify the audio file is a true .mp3, not a renamed .mp4 or .m4a.

2. Replace any incorrect files:

   • Convert your audio to a genuine .mp3 format using a reliable converter.
   • Upload the corrected file and Save your Call Flow.

3. Test the Call Flow to confirm that the issue is resolved.

4. If the issue persists, report the call so Support can review logs and identify the source of the error: Report this Call

Contact Support

If you’ve replaced the audio files and are still hearing the message, Contact our Support Team.

Please include:

• The time of the failed call
• Steps you took before encountering the error
• Whether the error occurs consistently