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

[Maurizio2]

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!