This FAQ article addresses common issues related to phone call management, voicemail settings, and call forwarding. It provides clear solutions to help differentiate business and personal calls, prevent call drops, resolve voicemail problems, and manage phone number assignments. Follow the step-by-step instructions for each issue to ensure smooth communication and avoid disruptions.
Q: I am receiving calls forwarded to my phone, but I can't tell whether they're from my business or personal contacts. How can I differentiate the calls?
A: To identify the source of the call, go to Settings > Phone Numbers > Click the three dots next to the number and select "Edit configuration."
Enable the "Pass number as Caller ID" feature and save. This will help you distinguish between personal and business contacts.
Q: My calls drop immediately after I dial them. What could be causing this?
A: The most common cause is an outbound or inbound call recording timeout, typically set to very few seconds, like 5 seconds. This doesn't allow enough time for the recipient to pick up. It's recommended to extend the timeout to 40 or 60 seconds for better call connectivity.
Q: How can I identify if my account/phone number is suspended?
A: If an account is suspended, the phone numbers will not appear, and the user won’t be able to add a new phone number. To verify, check the Settings > Phone Numbers section. If no numbers are listed, the account is blocked. Additionally, an error message will appear at the top right of the screen.
Q: Phone calls are coming through my personal phone number, and I don't want this to happen. How can I fix it?
A: In many cases, the phone number of a client may be assigned to a specific user(you), causing calls to be forwarded to your number in the "My Staff" settings. To resolve this, unassign the number of the client from the user (you) and set up a forwarding number in your phone settings. This will ensure calls are directed to the correct number.
Q: My voicemail isn't playing, or the wrong voicemail is being played. How can I resolve this?
A: Voicemail can be uploaded in two places: Phone Numbers > Advanced Settings > Voicemail & Missed Call Textback (previously it was in the the Business Profile Settings) and My Staff (Call & Voicemail Settings). The voicemail that plays depends on where the call is forwarded.
Step 1: Check which user (staff member) the call is being forwarded to:
Scenario 1: If you want the voicemail in the Voicemail & Missed Call Textback tab to play but the wrong voicemail is being heard, it could be because the phone number is assigned to a specific user. This user might have a voicemail set up in their Call & Voicemail Settings, which will take precedence over the Voicemail & Missed Call Textback voicemail. To resolve this, unassign the number from the staff member in Call & Voicemail Settings.
Scenario 2: If you want the voicemail in Call & Voicemail Settings to play but it's not working, make sure the number is assigned to the correct user in Call & Voicemail Settings and that the voicemail is properly added there.
Step 2: Check the incoming call timeout
We recommend setting the incoming call timeout to 1 second. If it’s set to a longer duration (e.g., 15 or 20 seconds), the voicemail associated with the phone number (within the User Info tab) to which the call is forwarded will play instead of the one in Call & Voicemail Settings. To fix this, set the timeout to 1 second, save the changes, and test it. You can increase the seconds and test it out to see at exactly what second the system switched to the voicemail of the number in the User Info Tab
Step 3: Check for a corrupted file
If the voicemail isn’t playing due to a corrupted file, re-upload the MP3 file. You can use an external tool to compress the file before re-uploading it. Also, ensure the file size does not exceed the limit (typically 50MB). If the file is too large, compress it to meet the size requirement.