Troubleshooting Call Flows

CallRail's Call Flow Builder provides incredibly powerful routing options for your tracking numbers. Because the Call Flow Builder allows for such a great level of customization, we recommend placing some test calls to your tracking numbers to ensure your calls are routing to the right place.

This article walks you through some of the most common questions we receive about routing through the Call Flow Builder.

Getting Started

Once your call flow is assigned to a tracking number, we recommend placing a few test calls from a telephone number that’s not within your call flow to ensure your calls are routing as expected.

Since your call flows can be shared, you’re able to assign a single call flow to multiple tracking numbers within the same company in your account. When you assign a call flow to a tracking number, your call routing updates immediately.

Troubleshooting Call Flows

Ensure the correct destination number is in your call flow.

In a Dial, Simulcall, or Round Robin step, you’ll need to enter a destination number where calls should forward. In many troubleshooting instances, we’ve found that these numbers have simply been entered incorrectly, and a quick review can yield a simple fix.

If you confirm that the destination number is correct in these steps, we also recommend placing a test call directly to your destination number to see if it is currently active. If it leads to the call disconnecting, you'll need to reach out to the carrier for your destination number for troubleshooting.

Your ring times may be set to be too short.

The call flow steps that involve a destination number also allow you to decide how long the call will ring once connected. Our recommended and default time is 20 seconds. We only recommend reducing it below that time if you have a very specific or unique routing scenario.

Please be advised that the shortest ring time (5 seconds) is probably just going to be a single ring before transferring to the next step in your call flow. We strongly recommend you place test calls through any call flow utilizing ring times below 20 seconds to make sure they meet your intended functionality.

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Note: We offer adjustable amounts of time that a call can dial for, but not an adjustable number of rings. The number of rings relies on many factors outside of our control, such as the brand of phone and the carrier of the destination number.

Prevent voicemails and automated systems from answering a call.

If you are using a Simulcall, Round Robin, or Voicemail step, it is strongly recommended that you utilize this setting, which is a checkbox presented in each of these steps in the Call Flow Builder.

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This step tells external voicemails and any other systems that may answer automatically to stand back, as they would interrupt the routing you've created in CallRail.

For instance, if you are using a Dial step and have a Voicemail step ending the Call Flow, if this option is not turned on, the voicemail attached to your destination number would count on our end as the call having been answered and the caller would not reach your Call Flow’s Voicemail step.

Similarly, on a Simulcall or Round Robin, if this option is off and one of the multiple destination numbers attached declines the call or has their personal voicemail take the call, all other numbers in the Simulcall/Round Robin will stop ringing, as CallRail will see the call as having been answered.

Note: While this option is often necessary, it does require the person answering the phone to press 1 to connect. If this functionality is causing issues regarding answering calls, please reach out to our Support team.

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