Twilio Inbound Call Disconnects After DTMF Input When Integrated with ServiceNow Voice

[dev101]

Hi everyone,

I'm currently testing a ServiceNow Voice integration with Twilio and have encountered an issue with inbound calls.

Scenario

1. A caller places a call from a private/mobile phone to a Twilio phone number.
2. The call is successfully received by Twilio.
3. When the caller enters a keypad selection (DTMF input), the call immediately disconnects.
4. Reviewing the Twilio logs shows the call status as Completed rather than Failed.
5. Because Twilio reports the call as completed, I'm suspecting the disconnect may be occurring on the ServiceNow side of the integration.

Troubleshooting Performed

• Verified the inbound phone number configuration in Twilio.
• Reviewed Twilio Voice logs and call events.
• Confirmed the call reaches Twilio successfully.
• Observed that the disconnect occurs immediately after entering a keypad selection.
• No obvious error is displayed in Twilio, as the call is marked as completed.

Questions

• Has anyone experienced inbound calls disconnecting immediately after DTMF input when using ServiceNow Voice with Twilio?
• Are there specific ServiceNow Voice, Virtual Agent, or Telephony configurations that could cause the call to terminate after a digit is entered?
• Are there any ServiceNow logs or diagnostic locations that would help identify why the call is ending?

Any guidance or troubleshooting suggestions would be greatly appreciated.

Thanks!