Troubleshooting: common failures and fixes
Start with the symptom, not the settings page. Most of these have one cause and one fix.
Callers hear your old voicemail, not the assistant
Cause: forwarding is set to “on no answer” instead of “forward all calls”, or old voicemail intercepts first. Fix: turn on forward-all, and turn off or delay that voicemail. See the call-forwarding tutorial.
The agent quotes a time you do not have
Cause: booking is not connected, or the agent is answering from typical hours. Fix: connect booking, turn the booking tool on, and re-test in Simulated Chat. Booking answers must come from the live check.
The agent mishears a ZIP code
Cause: the caller mumbles, or the agent does not confirm the ZIP. Fix: add a note: always read the ZIP back and confirm it before giving a service-area answer.
Transfers ring you for everything
Cause: the transfer rule is too eager. Fix: set transfer as a last resort, or only when the caller asks for a person, and re-test.
Calls fall back to the Phone Tree unexpectedly
Cause: AI minutes or balance ran out. Fix: check the Usage page, top up $25 or $50, or check auto-recharge. The fallback itself is working as designed — callers still get a menu and messages.
Menu options lead nowhere
Cause: a branch has no exit. Fix: call your number, press every key, and give every branch a next step — appointment, info, message, or transfer.
Still stuck?
Note the exact call time, the number you called from, and what you heard, then contact us from Get started (sales department: admin@ivr.solutions). That detail is what lets support reproduce the problem.