When troubleshooting a problem with a call that does not successfully make it through to be offered to an agent, there are two different scenarios. The problem can either be:
- Before the call reaches your environment.
- After the call reaches your environment.
Before reaching the LeadDesk environment
When a customer calls the number for your inbound route, there are several paths it can take before it reaches your environment.
- When the caller dials, the call will first go via a third party operator or, if it is a LeadDesk number, directly to our telecom partner.
- From there, the call might be routed to an inbound proxy, or directly to an inbound PBX.
- The proxy server will direct the call to the appropriate inbound PBX.
- The PBX will direct the call to your LeadDesk environment.
Troubleshooting calls that fail before reaching the environment
If the call fails before even reaching your LeadDesk environment, users calling that number will generally experience one of two things:
- An announcement, usually in the local language, that the number is unreachable. This is usually a sign that the call did not reach our PBX infrastructure at all.
- An announcement that the number dialed is currently unavailable.
In either case, contact LeadDesk support. They will be able to help trace calls and establish where the problem lies. They may not be able to fix the problem if the call is failing before it reaches any of our systems.
After reaching the LeadDesk environment
In this instance, the call has made it to your environment but is not being offered to/picked up by an agent.
Understanding what should happen
The first step in understanding problems like these is making sure you understand what should happen to a call when it reaches you. See the article Troubleshooting - What settings need to be correct for an agent to take an incoming call?
Understanding what did happen
If you have a specific call you can investigate, in your Admin account:
- Go to the Overview page.
- Go to the Calls subpage.
- If necessary, filter the list to see the date you are interested in.
If you can find the call on the list and it is preceded by the icon, the call was offered to an agent, but was not picked up. This might be because:
- The agent chose not to pick up the call.
- The agent didn't have time to pick up the call. If this happens often, you might want to adjust the ringing time associated with the queue. Adjust the Maximum ringing time for a single agent setting in the queue's setting.
- The agent was logged in but there was a problem with their VoIP connection.
No call listed
If there is no listing for the call, then the call was never offered to an agent. This might be because the call was not routed to the right place, or that no agents were available at the time of the call to take it.
If it was incorrectly routed, look again at the article Troubleshooting - What settings need to be correct for an agent to take an incoming call? to see if you can find where the call went instead.
If you want to increase the chance that agents are available to take calls in the future:
- If your agents are using the Outbound interfaces for their inbound calls, you can switch on an option in the projects they are working on such that they do not have to be in the Inbound page to receive calls. In the Project's Inbound settings, tick the option Agent can receive inbound queue calls in any call tab.
- If agents are working in Omni, but might spend time working on the Outbound page in Omni to make outbound calls, enable call blending. In the Project, in the Calling methods, click to tick Call blending. Omni will check for new inbound calls between making Outbound calls.
For further assistance, please contact LeadDesk's support team.