Overview

This article aims to provide an understanding of some of the common issues arising during operating the Telephony module and how to resolve them quickly.

Cases

• Lead’s Inbound Call not getting assigned to Counsellor (Sticky Agent concept not working as Get Counsellor API response is 0)
• An Inbound call from a lead got diverted to another Counsellor despite having an assigned lead owner.
• IVR Call records not updating on the lead’s timeline
• Inbound Calls from fresh Leads do not have a “Campaign Medium” value as the DID number from which the call was initiated.
• Lead is getting created with DID number through Inbound Call (Meritto Mobile App)
• Counselor not getting Call Notification popup.
• Lead is not getting created in CRM from Inbound Call
• The Inbound missed call count is not getting updated in Lead Manager.
• Call Activity getting wrongfully updated in Lead’s timeline
• Lead not getting assigned to a counselor for Inbound missed calls.
• Call activity data not getting synced up in the User Productivity Dashboard (Telephony Status).
• The Call Recording URL is not available in the lead’s timeline
• The Lead’s mobile number was not verified despite answering an Inbound Call from the lead.
• Lead’s timeline is not updated with Inbound Call activity. (Lead has two accounts with the same number - Primary and Alternate number account).

Case 1: Lead’s Inbound Call not getting assigned to Counsellor (Sticky Agent concept not working as Get Counsellor API response is 0)

Checklist:

1. Check if the Counsellor is active in the system or not. If the Counsellor is disabled, then in that case the Get Counsellor API will provide a response as 0.
2. Check if the Counsellor or User is configured under Extensions >> Telephony >> User Config. 
3. If the Counsellor is configured, kindly check if the request - “Applicant Number” being passed in the Get Counsellor API by the vendor is correct.
4. If all the above are true, kindly check if the Lead has a current assigned Lead owner or not. If it was recently unassigned, then in that case the Get Counsellor API will provide a response as “0”. 

Case 2: An Inbound call from a lead got diverted to another Counsellor despite having an assigned lead owner.

Checklist:

1. Check if the assigned lead owner is configured under Extensions >> Telephony >> User Config.
2. Check if the call was missed by the Lead owner when the Inbound Call was initiated by the lead.
3. Check if the vendor is passing the correct agent/counselor’s details in the Call Notification API request.

Case 3: IVR Call records not updating on the lead’s timeline

Checklist: 

1. Check in the Telephony API logs for the particular Lead’s number, whether the call requests were sent by the vendor or not at the designated time. If there are no Callback API requests for the call, then the timeline will not be updated. 
2. If there are Callback API requests then -
   1. If the call was Inbound, kindly check if the call was missed from the “lead/applicant” as in this case, the vendor does not pass the counselor’s details in the request.
   2. If the call was Inbound and it was not a missed call, kindly check if the vendor is passing the correct counselor details in the correct format (for example - prefix or suffix included with the agent’s number).
   3. For both Outbound and Inbound calls, check if the Counselor ID and User ID parameters are getting created in the “final response” section of the API log. If either of the parameters is missing, then the timeline will not be updated.
   4. If both the Counselor ID and User ID are getting generated and the timeline is still not updated, then check if the “user ID” parameter value is “678”. The value “678” means that the call was a test Outbound Call being made through the Telephony Config section. It is a hardcoded value that is passed whenever we make a Test Outbound Call. 
   5. If in case, the Counselor id value is “0” in the “final response” section, then it means that the concerned counselor’s details have not been configured in the Telephony User Config section.

Case 4: Inbound Calls from fresh Leads do not have a “Campaign Medium” value as the DID number from which the call was initiated.

Checklist: 

1. In the Telephony API logs, for the concerned mobile number, check if the Call Notification API request was received from the vendor when the first Inbound call was initiated by the lead.
2. If the Call Notification API request was received, check if the parameter - “did no” was passed correctly by the vendor in the request. If the parameter value is blank, then the DID number will not be captured against the “Medium” value.

Case 5: Lead is getting created with DID number through Inbound Call (Meritto Mobile App)

Reasoning:

In case of an Inbound Call being received via the Meritto Mobile app, there is a small Notification Popup on the app screen that displays the number from which the Inbound call is being received. If the inbound call is being routed by the Telephony Vendor, then, in that case, the first Notification Popup shows the DID number. When the vendor sends the Call Notification request, then the popup gets updated with the lead’s number instead of the DID number. This whole process takes a few seconds.

If the Call Notification request is delayed by the vendor, in that case, the Popup will not be updated with the Lead’s number. The Counselor will create a new lead using the DID number and for every Inbound call, the Inbound call notification will show up with the DID number as the lead.

If a DID number is created as a lead, then kindly delete the same so as to resolve the recurring Notification issue as described above. 

Case 6: Counselor not getting Call Notification popup.

Checklist:

1. Kindly check if the Call Notification request was sent by the vendor for the concerned Lead’s Inbound Call in the Telephony API logs.
2. If the Call Notification request was received, check if the correct Counselor’s details were passed in the Call Notification request. 
3. If the request has not been received from the vendor but the vendor claims that the Call Notification request was pushed from their end, then clarify whether the Call Notification request URL is configured correctly on the vendor’s panel.
4. If the above three conditions are met and the issue persists, then check with the vendor whether the response received while pushing the Call Notification request was “status:1” (For Successful response). If the response was 0 or null, then for some network issue, the response was not successfully pushed from the vendor’s side.
5. If the response received by the vendor during the API request push is “status:0”, it means the request is not being pushed correctly and there exists an error in the parameters.

Case 7: Lead is not getting created in CRM from Inbound Call.

Checklist:

1. Check if the Call Notification or Callback API request is received from the concerned lead’s number on the Meritto CRM. (Check in Telephony API logs).
2. Kindly check with the vendor if the correct API endpoints for Call Notification or Callback requests are configured as per the institution.
3. If the above condition is met and the lead is still not created in the Lead Manager, kindly check the Call Notification/Callback API request for the lead/applicant number parameter. If the number is being sent in the correct format, then in that case it can create issues in creating Lead with the concerned mobile number.

Case 8: Inbound missed call count is not getting updated in Lead Manager.

Checklist:

1. In the Telephony API logs, kindly check if, for the concerned lead’s number, the Callback API request was received from the vendor.
2. If the Callback API request is present, check if the call status parameter was “failed” or missed”. To verify the same, in the Callback API request log, check the “triggeredinboundmissedcallactivity” header value which should be 1 in case it is a missed call.
3. If the above two conditions are met, then check if the counselor’s details were passed in the request or not. If the counselor’s details are null, then that means the Inbound call was missed by the lead and not by the counselor. Inbound Missed Call count will be recorded in Lead Manager only if the call was missed by the agent - meaning that the call was routed to a counselor who did not pick up the call. For other cases, it will not be recorded.

Case 9: Call Activity getting wrongfully updated in Lead’s timeline

Checklist:

1. In the telephony API logs section, check if, for the designated time instance, there were multiple Callback API requests that were received for the call.
2. If the Callback request was received, check whether the vendor passed the correct call status (for example missed/failed for missed calls and connected for successful calls) in the request.
3. Sometimes, a vendor may pass multiple Callback requests for the same call. In that case, only the first Callback request received by Meritto will be processed to update the Call Activity details in the timeline. If the Callback request contains a call status as “missed” when it was a successful call, then in that case the timeline will be updated with missed call activity against that lead.

Case 10: Lead not getting assigned to a counselor for Inbound missed calls.

Checklist:

1. In Telephony APi logs, kindly check if the Call Notification API request was received from the vendor and if the user ID of the lead is getting created under the ‘final response” header.

Reasoning:

For an Inbound Missed call being initiated by a fresh Lead, the same is recorded under “Missed Call Notification” present in the Lead Manager. The Missed Call Notification will be available for those counselors to whom the call was routed. In such a case, the first counselor to access the lead number from the Missed Call Notification center and view the lead profile that lead will be assigned to the lead as the lead owner. The same will be updated in the lead’s timeline as “Lead assigned to XXXXXX by IVR Inbound Missed…”

If in case none of the counselors visit the lead profile from the Missed Call Notification center, then the lead will remain in the unassigned stage.

Case 11: Call activity data not getting synced up in the User Productivity Dashboard (Telephony Status).

Checklist:

1. Check if the correct date filter is being chosen to view the dashboard for the concerned counselor.
2. Check if the calls are not synced up in the Dashboard and if there exist Callback requests in the Telephony API logs.
3. If the Callback request has been received, check if the “counselor id” parameter is being generated under “final response”. If they are not, then check on the lines of “Case 3”
4. If the above conditions are met, and the issue persists, then wait for some time since the reports occasionally take time to get updated. Kindly check after an hour or so.

Case 12: Call Recording URL not available in lead’s timeline

Checklist:

1. In the Telephony API logs, kindly check if, for the concerned lead’s number, the Callback API request was received from the vendor.
2. If the Callback API request is present, check if the call status parameter was “failed” or missed”. To verify the same, in the Callback API request log, check the “triggeredinboundmissedcallactivity” header value which should be 1 in case it is a missed call. If it is a missed call, then the Recording URL will not be available. 

Case 13: Lead’s mobile number not verified despite answering Inbound Call from lead.

Reasoning: 

If an Inbound Call is received from a lead to a counselor, then the Call Notification Popup is rendered on the screen. If a counselor clicks on the lead details, visits the lead profile, edits, and saves the details, then the mobile number of the lead will automatically be verified. If none of the mentioned actions is taken, then the lead’s number will remain unverified even if the Inbound call is answered by the counselor. This is applicable to both web and mobile apps.

Case 14: Lead’s timeline not updated with Inbound Call activity. (Lead has two accounts with the same number - Primary and Alternate number account).

Reasoning:

If there exists a lead number that is associated with multiple accounts in the form of Primary, Alternate, or Dynamic Number fields, then whenever an Inbound Call is received, (based on Telephony Inbound Call Popup Configuration), the Call Popup shows all the accounts to which the specific number is associated with.

If the counselor clicks on one specific account displayed in the popup and visits/edits the lead account profile, then the same will be captured and the timeline of that particular lead account will be updated with the Inbound Call Activity. If the counselor does not visit any lead profile during the call, then the activity will not be updated against any lead account associated with the lead’s number.

The above condition has been handled and configured for all client accounts that have New Telephony Configuration enabled. For Old Configurations, the condition will not work, and hence, despite lead profile editing, the activity will not be captured.  

Case 15: The user does not have the Click to Call Icon

• Check if the user's configuration has been set up correctly.
• Check if the user has been given the required permission template for the click-to-call feature.

Case 16: The missed call icon is not visible to the user.

• Check if the user has been given the required permission template for the missed call feature.

Case 17: The call notification is not visible to the user Check List : 

• Verify if we have received the callback notification request from the vendor.
• Check if the "counsellorId" and "userId" parameter values are created in processed Data.