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Troubleshoot an incoming call

Trace a call from the record through schedule, routing, destination, voicemail, and media state.

Start with the call record, then work backward through the schedule and route that applied. This keeps a configuration review tied to one observed call instead of changing several settings at once.

Call routing path

Each incoming call follows the same path: the schedule selects the active period, the period’s incoming action names a destination, and the destination decides whether the call connects, falls through to a no-answer action, or reaches voicemail. Use this map to locate the step where the observed call diverged from the intended route.

Prerequisites

  • The called number, approximate call time, and selected phone system.
  • Call Log access and read access to the related number, schedule, and destination settings.
  • Write access only if the evidence shows a configuration change is needed.

Trace the call

  1. Open Records > Call Log, choose a range containing the call, and search for the external number or Call SID.
  2. Open the row. Record its direction, outcome, start time, handler, and route summary. Use Per call to keep related transfer legs together.
  3. Review Timeline for the ordered routing, ringing, keypad, voicemail, transfer, or error events captured for the call.
  4. Open Settings > Phone Numbers > All Numbers, configure the called number, and inspect its incoming action for the time period that should have applied.
  5. Open Settings > Schedule. Verify the phone system time zone, a matching date override, the weekly window, and the default period. Date overrides take priority; uncovered time uses the default period.
  6. Inspect the selected destination:
    • For an extension, confirm it is active, has the intended phones, and has the correct period-specific no-answer route.
    • For a call group, confirm its active member extensions, timeout, voicemail greeting, and no-answer action.
    • For a call menu, confirm its greeting, digit actions, repeat limit, direct-extension setting, and no-input action.
    • For a Call Assistant, confirm the feature is enabled, the assistant is active, and the route targets the intended saved assistant.
  7. If the outcome is voicemail, open Records > Voicemails and check the destination mailbox, Inbox or Archived tab, recording readiness, and transcript status.
  8. Change only the setting that disagrees with the observed route, save it, and place one controlled test call at the relevant schedule time.

Expected result

The Call Log route and timeline agree with the current schedule, incoming action, destination, and no-answer behavior for the test call.

Troubleshooting

  • Wrong route at a specific time: Check the phone system time zone and date overrides before changing weekly hours.
  • The correct target rings but no one answers: Check active phones, call-group membership, and the no-answer timeout and action.
  • A menu repeats or takes the wrong fallback: Review the no-input action, maximum repeats, and whether the caller’s digit has exactly one button definition.
  • The call reaches voicemail but no audio is playable yet: The message or recording may still be processing. Use the displayed readiness and transcription states.
  • The setting says “Configured by your administrator” or contains unsupported values: Do not overwrite it from another field. Ask an administrator to review the saved routing value.
  • No record is found: Recheck the active phone system, time range, number format, and whether you are viewing a complete call or an individual leg.

When escalation is needed, provide the phone-system name, Call SID, timestamps, observed route, and the expected destination. Do not include voicemail PINs, provisioning URLs, access tokens, or full recording and transcript contents in documentation feedback.