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LD Admin - Inbound not working (troubleshooting)

Roel van der Knoop
  • Updated
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If you notice that your inbound line is not working, please follow below steps to ensure that everything is as it should be.
Please note that in all scenarios, we're referring to LeadDesk hosted inbound capable numbers.

 

When / what / where

Look for

For new call queues

After connecting the number to a Flow / call queue, changes are instant in most cases. 

 If you notice that this doesn't work right away, please first wait for (max) 15 minutes so that changes can synchronize on all background services.
Continue to 1

For existing call queues

1) Call the number with your own phone and listen to the voice response.

A) Your own operator provides an announcement that the number is not reachable. 
Typically this is in your own language.
Continue to 2

B) An English announcement plays (female) "the number you have dialed is currently not available".
Continue to 3

C) The line instantly disconnects.
Continue to 4

D) You hear either an announcement that you've uploaded or waiting / elevator music.
Continue to 5
2) This indicates that the number is not reaching our services correctly.
  • Kindly send a request to our Support to request the review of this number.
  • Please indicate the steps that you've taken.
 END

3) This indicates that the phonenumber has reached our services, but that whatever was configured afterwards is "not active" or "incorrect".

A) In case of a Flow:
From Admin > Inbound > Inbound routes: make sure that the number is pointing at your end-point correctly (check for spelling errors in case of a Flow).
Continue to B / C

B) When the end-point is a Call queue:
From Admin > Inbound > Queues > open the relevant call queue: 
- Ensure that the queue is active.
- Ensure that the queue opening hours are met.
Continue to 7

C) When the end-point is an agent:
If the agent is offline, but no voicemail is set up, this should be reviewed whether or not it is "expected" to be there. 
If not, this is considered expected behavior. END
4) This indicates that the phonenumber has reached our services, but that whatever was configured afterwards is not configured correctly.

A) In case of a Flow: 
Review that the contents of the Flow are correct.
- Ensure that (all) announcements present
- Ensure that the end-point still exists and is logical (eg. call queue or agent has not been deleted)
END
5) This means that the call has landed in a call queue.
You are able to observe this from Admin > Overview > Inbound Queues > click on the relevant call queue.

A) You see the agent in the overview, but the status indicates that the agent is waiting for an inbound call.
> Inform the agent to change his/her status.
END

B) You do not see the agent in the overview.
> The agent is either not online, missing access rights to the campaign, or inbound skills for this queue.
END

C) You see the agent as available in the queue, but the call is not offered to this agent at any point.
Continue to 6

6) This indicates that the agent's VoIP session has been interrupted, or is not working.

A) The agent has most likely received a "ban" for missing too many calls. Ask the agent to log out and back in.
END

B) Ask if the agent is able to call out manually.

> If this doesn't work, the issue is not with the inbound line, but the agent's VoIP session.
Continue with regular VoIP troubleshooting from here on out. END

> If this works, contact Support. END
7) This indicates that there is a (temporary) issue between the operating service and the calling queue.
  • Kindly send a request to our Support to request the review of this number.
  • Please indicate the steps that you've taken.
 END

 

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