Troubleshooting for Call Handling & Routing Issues

Let's look at some troubleshooting steps for the following issues.

In This Article:

• Extension Transfer Issues
• Call Forwarding Issues
• IVR (Interactive Voice Response) Issues
• Call Queue Issues
• Call Parking Issues
• Conference Call Issues

Extension Transfer Issues

Number Configuration: 

• Verify the number is properly configured. 

Phone Tree: 

• Confirm the phone tree is correctly set up. 

Duplicate Numbers: 

• Check if the number is configured as a duplicate. 

Ring Duration: 

• Ensure the ring duration is set to at least 50 seconds. 

Carrier Check: 

• If the number goes to another carrier, verify the configuration in their portal.

Call Forwarding Issues

Forwarding Configuration: 

• Verify if call forwarding is properly configured in the admin portal.

Destination Number: 

• Confirm the destination number is correct and active. 

Forwarding Rules: 

• Check if forwarding rules (e.g., always forward, forward when busy) are set correctly. 

Time-Based Forwarding: 

• Ensure time-based forwarding schedules are properly configured.

Network Issues: 

• Verify if the destination number has network connectivity. 

Call Rejection: 

• Check if the destination number is rejecting forwarded calls.

IVR (Interactive Voice Response) Issues

IVR Configuration: 

• Verify the IVR menu is properly configured in the admin portal. 

Option Mapping: 

• Confirm all options are mapped to the correct extensions or actions.

Audio Prompts: 

• Ensure audio prompts are clear and properly uploaded. 

Timeout Settings: 

• Check if the IVR timeout settings are too short. 

Call Routing: 

• Verify calls are being routed correctly based on IVR selections.

Call Queue Issues

• Queue Configuration: Verify the call queue is properly configured in the admin portal.
• Agent Availability: Confirm agents are logged in and available to take calls.

Queue Overflow: 

• Check if the queue is overflowing due to high call volume.

Hold Music: 

• Ensure music or messages are properly configured.

Timeout Settings: 

• Verify the queue timeout settings are appropriate.

Call Distribution: 

• Check if calls are being distributed evenly among agents.

Call Parking Issues

Parking Slot Availability: 

• Verify if parking slots are available and not already occupied.

Parking Configuration: 

• Confirm the call parking feature is enabled in the system.

Retrieval Code: 

• Ensure the correct retrieval code is being used to unpark the call. 

Timeout Settings: 

• Check if the call parking timeout is set too short. 

User Permissions: 

• Verify if the user has permissions to park and retrieve calls.

Conference Call Issues

Participant Limit: 

• Confirm the number of participants does not exceed the conference limit. 

Conference Bridge: 

• Verify the conference bridge is properly configured. 

Participant Connectivity: 

• Check if all participants have stable network connections. 

Audio Quality: 

• Ensure no background noise or echo is affecting the call. 

Conference PIN: 

• Confirm the correct PIN is being used to join the conference. 

Schedule Conflicts: 

• Check if the conference is scheduled at the correct time. 

Support

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