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Calls are not being forwarded to an external phone number

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If your calls are not being forwarded to an external number on your IVR, an agent's external phone number or your if-no-answer number as expected, but instead are going to voicemail, that is probably happening because you're using a number that has an automated answering mechanism (like an IVR or voicemail).

We have a machine detection mechanism that is used to detect voicemail machines and abort the call in those cases.

Please update your phone number to disable the machine-detection by specifying * (asterisk) as the Ext. next to it.

To do this on your If-No-Answer Phone Number follow these directions:

  • Log into your Talkdesk account as an Administrator.
  • Click on the "Admin" tab at the top of the page
  • Click on the "Numbers" tab
  • Click on the phone number for which you have configured the If-No-Answer Phone Number
  • Under the "General" tab scroll down to 'If-No-Answer Phone Number' and type * on the Ext. field
  • When you are finished click "Save" at the bottom of the page

For your agent's External Phone Number, login to your account as an 'Administrator':

  • Click on the 'Admin' icon in the top navigation
  • Select the 'Agents' tab and click on the affected agent's name.
  • Scroll down to 'External Phone Number' and type * on the Ext. field (or ask the affected agent to do this by following the instructions here).

 

For your IVR phone number:

  • Sign in as an 'Admin'
  • Click on 'Numbers' on the left hand tab
  • Click on the phone number where you've setup your IVR
  • Click on the 'IVR' tab
  • Type * on the Ext. field next to the number after 'forward to phone number'

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