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Problems with Call Routing

Call routing is an essential tool for any successful business or call center.  Depending on the settings you configure, such as time of day or geographic location, you can use call routing to ensure that customers are connected with the right agent at the right time – every time!

If your automated call routing settings aren’t properly configured, your business might find that calls are being routed to the wrong phone, or aren’t going through at all.  These problems with call routing can result in missed calls – and for most businesses, missed calls are missed sales opportunities.

In this quick guide, we’ll cover some of the most common problems with call routing, and provide you with the tools you need to fix them – or avoid them altogether!

Calls are routing to the wrong phone

You’ve spent hours customizing your business’s call routing settings to ensure that customer calls are routed to the right person every time.  But suddenly, you notice that calls you purposefully routed to Jim (your top sales agent) are going to Bob (your IT support coordinator).  This error in call routing is interrupting Bob’s workflow, and by the time the calls get to Jim, potential customers are a little concerned about your company’s ability to deliver.

Needless to say, this is a problem you need to address – and fast.

If you realize that customer calls are being routed to the wrong phone, your first step should be to check the settings on your user dashboard.  We know it might sound silly, but a single digit out of place can cause a world of problems with call routing.  It’s always best to check the simplest solutions first.

You can also check your call logs and identify which calls are being routed to the wrong number.  If all of the incorrectly routed calls are coming from the same geographic area, there might be a geographical call routing rule in place that is overriding the settings you inputted.

If your settings appear to be correct and you’re still experiencing problems with call routing, contact your VoIP provider.  They will be able to check your call routing configuration and determine if there are any additional rules or restrictions that are affecting your incoming calls.

Incoming calls aren’t going through

The most likely reason for this problem, a lack of multiple redundant routes, is actually on the VoIP provider’s side.  A reliable VoIP provider has multiple layers of redundancy and failover in place to ensure that all of your calls are being delivered.  So, if a call that is routed through your provider’s main data center fails, it is automatically re-routed to one of several other data centers.

If your VoIP provider does not offer fully redundant call routing, then a single point of failure in the network will prevent your incoming calls from being delivered to your number.

If your incoming calls aren’t coming through, contact your VoIP provider immediately and find out if there has been a network outage, and what failover provisions they have available.

You need to change your call routing rules

If you haven’t changed or customized your call routing rules since the initial setup of your system, you may have some trouble updating these rules.

Although every hosted phone system is a little different, automated call routing rules are generally accessible through a browser-based dashboard or user panel.  For example, AVOXI Core’s dashboard can be accessed through the Customer Login  link in the upper right hand corner of the navigation menu.

If your call routing settings are not available through a user dashboard, contact your provider for assistance.

Troubleshooting problems with call routing

Although it is a powerful tool for your business, successful call routing may require a little troubleshooting.  If you’re experiencing problems with call routing, make sure you use the tips above and work directly with your provider to ensure that your system is running smoothly.

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