If you notice that calls are not coming through over your tracking numbers, there are several different ways we can help you determine why.
This article will help you with some of the most common questions we get about call routing.
Before reaching out, we strongly recommend dialing your destination number directly.
The destination number is the number where calls to your tracking numbers are forwarding to. If this number is experiencing any downtime, then calls to your tracking numbers will reflect any errors happening on your destination number.
If you contact our Support team for help with call routing, please include call URLs that illustrate your concerns. This will help us troubleshoot your question as fast as possible.
For a quick overview of common questions we receive about call flows, watch this video:
Troubleshooting Call Routing
Your Activity Call Log is a strong indicator of how call routing is functioning.
You may note that on your Activity Log, at the left end of any given call’s row, there are various colored phone icons that different calls can be signified with. If you are having issues with your phones not ringing, these icons are worth your attention.
If the majority of your calls’ icons are gray (“Abandoned”), please contact CallRail's Support team, as we'll be able to assist with determining why your calls are showing as abandoned.
Abandoned calls can also simply be a caller who chose to terminate the call soon after placing it. CallRail will register a call as "abandoned" if the caller ends the call less than 15 seconds after it was placed.
If the majority of your calls’ icons are any other color, such as green (“Answered”) or red (“Unanswered”), this is a sign that our tracking numbers have been able to forward the call to your destination number successfully, and the issue may be on the caller's end.
The number your tracking numbers are forwarding to may be down.
Something that is very commonly seen while troubleshooting is that test calls to the destination number itself leads to a number that is either turned off or disconnected. Sometimes, this is the case when you hear a message similar to, "This number is not in service."
If you dial your destination number directly and find that your call is not being connected, please reach out to your destination number’s carrier, or enter a different destination number where calls should route.
The routing CallRail assigned your tracking number by default may warrant review.
We have various routing configurations that we route the traffic for our tracking numbers through, and this is automatically assigned when a number is created - the vast majority of the time, this poses no problems.
This could be thought of as CallRail having a stretch of interstate with multiple lanes, and we place a number in the least-cluttered option for it to travel as efficiently as possible.
If you have ruled out your own destination number being the issue, please contact our Support team. We can quickly review the routing the call is attached to and adjust things as necessary.
The issue may lie with the phone you are dialing out from.
In rare instances, we see that the caller's phone is preventing the caller from reaching your tracking numbers. This is generally the result of either geographic location or cellular reception, so if you are dialing from a cell phone or from a remote location (i.e. the non-continental U.S.), it may be worth trying to place the call on another phone if possible.
If you're still unsure, contact our support team.
If you hear a message about an application error, or if you still can't connect through a tracking number, contact our support team. We'd be happy to help you troubleshoot.