The call was received on a Twilio phone number.
Is the Twilio number associated with a specific user?
If Yes,
Redirect the call to the phone number linked to the user assigned to the Twilio number.
If No,
Is the contact or lead assigned to a specific user?
If Yes,
Redirect the call to the phone number of the user who has been assigned to it.
If No,
Has a forwarding number been configured for the Twilio number?
If Yes,
Redirect the call to the phone number specified in the forwarding field of the Twilio number.
If No,
Is there a phone number specified in the "Company Phone" field located in the Business Information section on the settings page for the given location?
If Yes,
Redirect the call to the phone number in the "Company Phone" field in the Business Information section.
Frequently Asked Questions (FAQs):
Q: If we have multiple Twilio numbers, how can we determine which Twilio number the contact called?
A: To identify the specific Twilio number the contact called, follow these steps: Go to the Reporting section, then select Call Reporting. Next, double-click on the date when the contact made the call. This will provide you with the necessary information.
Select the Filters option, then apply a filter for inbound calls by choosing the "Direction" parameter.
After applying the filter, click the arrow on the right side to expand and view additional information. Specifically, check the Call flow to identify which Twilio number the contact called.
How to check if the Twilio number is assigned to a user?
Once you have accessed the sub-account, navigate to the bottom left and click on the "Settings" option.
Select the "My Staff" option, then click the "Edit" button for a specific user you wish to modify.
To expand the "Call & Voicemail Settings" section, click on it.
Then, click on the dropdown menu labelled "Select Twilio Number." If you see a Twilio number already assigned to another user and need clarification on which user it is assigned to, the only way to verify is by editing each user individually.
By editing each user, you can expand the "Call & Voicemail Settings" section to determine which user is associated with the Twilio number.
For example, if you come across a Twilio number that resembles the following format, my Twilio number is (778) 907-0712.
This indicates that any calls made to the assigned Twilio number (778) 907-0712 will be directed to the phone number of this specific user. Regardless of whether the lead is assigned to another user, inbound calls will always be routed to this user's phone number.
To determine the user's phone number, you can expand the User Info section within the first section. If no user phone number is specified, the call will be forwarded to the number set in the phone number settings as a fallback option.
How to check if the contact/lead inbound call number is assigned to a user?
After accessing the sub-account, navigate to the "Contacts" section and click on it.
In the top-right corner, use the Quick Search box to look up the phone number of the contact who called the Twilio number.
Click on the contact.
At the top, check if the contact is assigned to any users.
All inbound calls will be directed to User A if the contact is assigned to User A. However, if the Twilio number that the contact dialed is already assigned to User B, User B takes priority, and all inbound calls will be routed to User B, even if the contact is assigned to User A.
To check if the Twilio number is assigned to a specific user, you can review the settings or configurations associated with the Twilio number.
If you already checked, no Twilio number is assigned to the users, no forwarding number is configured, and the call still forwards; why?
Please verify if a phone number is specified in the "Company Phone" field under the Business Information section.
Q: What happens if I don't set up any forwarding numbers?
A: If no forwarding numbers are configured, the call will be immediately disconnected after dialing the Twilio number.
Q: Can I set up the Twilio number directly to voicemail?
A: You can configure voicemail settings for the company and individual users. One approach is to obtain a Google Voice number with voicemail functionality and use it as the forwarding number. Additionally, you can adjust the incoming call timeout to a short duration, such as 1 second, to quickly drop the call after 2-3 rings. Another option is to assign the Twilio number to a user and receive inbound calls on a mobile app.
To ensure that all incoming calls are consistently forwarded to a specific phone number, regardless of any other factors, you can set up a new user within your system and assign the Twilio number to that user. You establish a direct forwarding connection by linking the Twilio number to the user's phone number. With this configuration in place, every call received on the Twilio number will be automatically routed to the designated phone number of the assigned user. This setup guarantees that calls will consistently reach the intended destination, providing a reliable forwarding solution for your communication needs.
If you encounter the issue where calls to the Twilio number disconnect immediately without ringing, even after resetting and obtaining a new number, consider the following steps:
- Edit the settings of the Twilio number and review if there are any custom values configured in the whisper message. Broken or incorrect custom values can impact incoming calls, causing them to drop without proper handling.
- Another potential reason for the issue could be that the Twilio number is not voice capable. To verify this, refer to the article "How to check logs for a specific Call in Twilio." The article will guide you in inspecting the Twilio number's capabilities and checking if it supports voice functionality.
By examining and addressing these factors, you can diagnose the cause of the problem and take appropriate steps to resolve it, ensuring that incoming calls to the Twilio number are handled as intended.
Call forwarding with an extension is possible only when a Twilio number is assigned to users. An extension field is available in the user's phone number settings. By configuring this extension, all incoming calls to the Twilio number will be forwarded to the designated user's phone number, ensuring that calls are consistently directed to the intended recipient.
In the given scenario where a lead receives an SMS or call from a campaign and then calls back the number they see on their caller ID (the Twilio phone number set up in Settings -> Phone Numbers), the call will be routed as follows:
First Layer: Company Phone
If no Call Forwarding Number is set and the lead is not assigned to a specific user through a user-assigned campaign, the call will be forwarded to the Company Phone. To update the Company Phone, follow these steps:
- Click on Settings in the client view.
- Select Company.
- Update the number in the Company Phone field.
- Click on Update Company to save the changes.
Second Layer: Call Forwarding Number
If a Call Forwarding Number is set and the lead is not assigned to a specific user through a user-assigned campaign, the call will be forwarded to the Call Forwarding Number. To update the Call Forwarding Number, follow these steps:
- Click on Settings in the client view.
- Select Phone Numbers.
- Update the Call Forwarding Number for the selected default outbound number.
- Click on Save to apply the changes.
Third Layer: User Phone
If the lead is assigned to a user through a user-assigned campaign, the call will be forwarded to the User's Phone. To update the User's Phone, follow these steps:
- Click on Settings in the client view.
- Select Team Management.
- Click on Edit for the user who has been assigned the lead.
- Update the Phone field with the desired phone number.
- Click on Save to save the changes.
Following these steps ensures that the calls are forwarded to the appropriate destinations based on the assigned settings and configurations.