Call Flow Troubleshooting

Not all Users in a Team are Ringing

1. Check that the Call Flow is active.
    
2. Ensure that all the users have a license assigned to them.
    
3. Ensure that all of the users are added to the Team and have their voice setup complete.
    
4. Make sure the Team is provisioned by accessing the Team Voice Settings.
    
5. Remove the users from the Team, click Save, and refresh your page. Add the users back to the Team, click Save, and refresh your page to ensure they were added back properly.
    
6. Deactivate and reactivate the Call Flow. When deactivated, you can remove the Team from the Call Flow, refresh the page, and add it back.
    
7. Check if it’s an issue with the user by assigning a phone number to the user or user(s) and making a test call. If the user’s device rings, it is not an issue with the user. Un-assign the phone number from the user.
    
   • If there are no available numbers on the account, add one in ACE and then migrate it from the account again once you’ve finished your tests.
      
8. Duplicate the Call Flow, move the phone number to the duplicated call flow, make it live, and make a test call. 
    
9. Recreate the Call Flow from scratch.
    
    

Unable to Go Live

1. Check that all of the branches on the Call Flow are complete.
    
2. Ensure a greeting is selected and saved for any auto attendant node, voicemail node, or announcement node.
    
3. Add an extension to the Call Flow.
    
4. Ensure all users that are part of the call flow have an extension assigned
    
5. Make sure the call flow does NOT loop on itself (i.e. transfer out can't go to the call flow's DID or extension).
    
6. Make sure there are no special characters in the names of users or teams.
    
7. Auto attendant descriptions should not exceed 20 characters.
    
8. If you get a service unavailable error after 2 minutes of loading, the call flow is too large and needs to be split into smaller call flows.
    
9. Ensure none of the users in the call flow are using an emergency number as an extension.
    
10. Duplicate the Call Flow and try to make it live.
     
11. Recreate the Call Flow from scratch.
    
     

Number Already in Use

1. Confirm that the phone number isn’t assigned anywhere on the account (User, Team, Call Flow, or Conference Bridge). If you see it assigned elsewhere, un-assign it from that entity and assign it to your Call Flow again.
    
2. Assign the phone number to a User on the account. Click Save and refresh your page. Navigate to the Communication > Voice menu and to the Numbers list to ensure the number is assigned to the user. Go back to the user and un-assign the number. Assign it to the Call Flow again and make it live.