On-Call Scheduling / Twilio Spoke: Empty incoming_phone_numbers array on Twilio Trial account

Maurizio2
Tera Contributor

3 weeks ago

Hi everyone,

I am configuring On-Call Scheduling and Notify on a ServiceNow development instance using the Twilio Spoke. Before purchasing a full Twilio subscription, the customer wants to test automated voice calls and SMS in this sub-production environment using a Twilio Trial account.

The Issue:

  1. In ServiceNow (Twilio Direct Configuration), authentication succeeds using the Account SID and Auth Token, but no phone number is downloaded or associated with the instance.

  2. Looking at the Outbound HTTP Requests, the response payload from Twilio's endpoint contains an empty array:

    JSON
    "incoming_phone_numbers": []
     

  3. Because no sender number is registered in ServiceNow, On-Call escalation flows fail to initiate calls or send SMS notifications.

What we have verified so far:

  • We tested an outbound voice call directly from the Twilio Console using the trial phone number to a verified caller ID, and it worked as expected.

Questions:

  1. Is an upgraded (paid) Twilio account required for the IncomingPhoneNumbers API to return a provisioned number to ServiceNow, or should a trial number appear in this payload?

  2. Are there specific configuration steps or capabilities required on the Twilio Console for a trial number to be recognized by ServiceNow's Notify/Twilio integration?

Thanks in advance for any insights!

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jinugu
Tera Contributor

yesterday

Hi @Maurizio2,

 

To make your trial number visible to ServiceNow Notify and On-Call Scheduling, follow these steps:

A. Provision a Dedicated Number in Twilio

  1. Log into the Twilio Console and navigate to Phone Numbers > Manage > Active Numbers.

  2. Check if a number is listed under Active Numbers:

    • If the list is empty, navigate to Phone Numbers > Manage > Buy a Number (or click "Get a phone number").

    • Select a number that has both Voice and SMS capabilities enabled.

    • Purchase the number using your trial credits (trial accounts include a free number allocation/trial credit).

  3. Once provisioned, verify that the number appears on the Active Numbers screen with a PN... (Phone Number) SID.

B. Align Account Credentials & Re-Sync in ServiceNow

  1. Verify in the Twilio Console that the Account SID and Auth Token in ServiceNow match the exact workspace/subaccount where the number appears under Active Numbers.

  2. In ServiceNow, navigate to Notify > Administration > Twilio Direct Configuration and click Connect / Save.

  3. Go to Notify > Numbers (table notify_number) to verify that the provisioned number has synced.

  4. Set the number's Notify Group/Capabilities (Voice & SMS) and associate it in Notify Properties as the default outbound sender for Task/Incident workflows.

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