When troubleshooting any type of inbound call problem, it is useful to understand and double-check the path through the system a call should take. This guide will help you understand what that path looks like, which can help determine where things have gone astray.
Inbound route
The call will first be managed by an Inbound route. In your Admin account:
- Go to the Inbound page.
- Go to the Inbound routes subpage.
- Look for the number being called in the Inbound source column. If the number is also used for inbound SMS, make sure that you look at the Route type column and find the Call route.
- Check the Destination type to find out what happens next to the call. The most likely options are Flow or Lead ML. In either case, check the Flows page next. Alternatively, it may be set to Agent in which case ensure that the agent exists and is active.
Make a note of which Flow or LeadML the inbound route points to, and proceed.
No inbound route?
If there is no inbound route for the number the customer called, then your environment is not set up to handle that number!
- Create an inbound route for that number.
- If it is not available to create an inbound route, you may need to port that number to LeadDesk.
Flows
To find the flow or LeadML the inbound route is pointing to:
- Go to the Inbound page.
- Go to the Flows subpage.
- If necessary, search for the flow or LeadML.
- Click the name to edit it.
- Follow the flow through, making sure to check for branches.
Flows checklist
This may be the most involved step, depending on the complexity of your flows. A few tips:
- Check that each branch has an end point.
- This includes, for applets that provide branches to check errors that each branch goes somewhere. For example, the Queue applet provides options for what happens if the queue is closed or inactive. Have you filled in those branches and continued them to end points?
- If using the Timing applet, make sure the opening hours are set correctly.
- If using the Menu applet, make sure all needed choices exist and are correct.
- If using the Prioritization applet, check both branches.
- Make a note of any Queue and Agent end points to check those next.
Queues
To check the status of the queue the call is being directed to:
- Go to the Inbound page.
- Go to the Queues subpage.
- Check the status of the queue. If it has a yellow dot, the queue is closed due to its opening hours. If the queue has a red dot, it is inactive.
- Make a note of the Project listed for the queue.
- Click the edit icon to the right of the table to check the queue's settings.
Queues checklist
If you think the queue settings may be preventing calls being offered:
- Make sure that Queue is active is ticked.
- How long is the Queue's timeout, and what happens If timeout is reached? If the timeout is short, and we hang up if the timeout is reached, your calls will not get to agents if the queues are busy.
- What is the Maximum ringing time for a single agent? If your agents do other work alongside taking calls in LeadDesk, they may be distracted when a call arrives, if the ring time is low, the agents may not have time to pick up.
- The queue has a setting for what happens When there are no agents available to answer to calls from queue. Although this is an essential backstop, and should be completed, try to arrange that this situation does not happen!
- If the queue has skills defined, check that they are appropriate, and that the agents you would expect to see for it are listed as able to serve that queue.
- Check the queue's opening hours.
- If the option To access the queue, require the agent to have access rights to the project is ticked, check that the agents who should be able to take calls for this queue have access rights to the queue's project.
Project
Make sure that the project associated with the queue still exists!
If your agents are working inbound for an outbound call center project, consider adding the mini report Calls in the inbound queue, to help agents be aware of waiting calls:
- In the Project's settings go to the Optional settings.
- The Calls in the inbound queue mini report can be added as the Agent's Call View Mini Report, the Agent's Away View Mini Report or the Agent user interface Sidebar Mini report.
Agents
To be able to serve a queue, the agent will need:
- Access rights to the project associated with the queue.
- Skills allocated, if the queue requires them.
Access rights
To check the agents' access rights:
- Go to the Users page.
- Go to the Access rights subpage.
- Check that the intersection of the project and the agent shows a green tick.
Skills
If the queue has skill requirements and you want to check an agent's skills:
- Go to the Inbound page.
- Go to the Agent skills subpage.