Missed Calls With Lead Center .... HELP
Hello,
We are using the lead center and have set up our round-robin for our business and have had multiple calls with Callrail Support to detect why we are having a high number of missed calls. In fact, our ticket has been in support for over 4 months with no answer.
The problem is when our agents are online, they will not be doing anything and the phone calls are going straight to voicemail. When we ask and tell support about this, they think we're crazy but that is the truth of what is happening. Our call flow is not set-up this way and support as verified this time and time again.
Can anyone on here be of some assistance or support? We would love to talk to someone who is a higher-up at callrail to help us get out problem solved.
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Glad I saw this. We are having the same problem. We do not use lead center but our tracking numbers just don't work some of the time. They go straight to vm. I thought it must be our phone system and so we have been trying to configure and reconfigure that assuming that was the trouble. Sounds like Call Rail is not ready to deal with this.
I am glad to hear we are not the only ones too!
I think there is a major glitch going on in the back end of their system. I have contacted the CEO and he said he is going to take care of it.
Anyone else having issues?
Good morning!
Thank you both for posting your questions and concerns here.
Fortunately, we have the best and most knowledgable people looking into your case, Ashley Gray, and it looks like a call is being scheduled to get to the bottom of it. We will work to ensure your calls to Lead Center are routing as expected.
Michael Primus, it looks like you also submitted a ticket to the team to dive into what you are experiencing further. The agent will ensure your tracking numbers are working and routing properly.
We appreciate you bringing this to us, and allowing us to continue the conversation. Both of these call routing behaviors are not expected behavior. The agents handling both of your tickets will work alongside you and utilize all their resources to solve these issues.
I use VOIP phones thru Goto. Ashley?
Hey Michael!
Ashley is using our phone system, Lead Center.
I see an agent is currently working with you in a ticket concerning your issue. I'm confident our support team will resolve this for you.
If you have any other questions, don't hesitate to let us know in the appropriate topic.
We had a tech go over our VOIP system and it appears much or our problems were caused by our phone system configuration but I want to watch things for awhile to be certain.
Good morning Michael Primus!
I'm happy to hear you all were able to work through this issue.
Hello, same for us. We use Lead Centre. This morning from ~09:30 to ~10:00, we missed 7 calls, straight to voicemail.
Hey You are messaging Jani and David, we both use this account to answer.
I would suggest submitting a ticket to our support team about this issue. They'll be able to take a deeper look into your account and investigate the issue you're experiencing.
I thought our problem had to do with our VOIP system but that does not seem to be the problem. We just have calls where it does not ring and goes to vm.
Hey Michael!
I see you've submitted a ticket with our support team, so they'll be able to look into this for you.
I have 13 tracking numbers, called all of them from my cell. 9 rang in my office but 4 did not. On the caller end, the phone just rings. On the receiver end, no call. After several rings the voicemail picks up. I email with tech support so maybe they can help.
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