Calls don't ring
A call rings only the people who are available, inside your hours, when your settings say your team answers. Each missed call tells you which of these got in the way.
Steps
In Call ▸ Conversations, open the missed call. It says Why your team didn't answer: and gives the reason.
Check your status at the top of the console says Available. Chat only, Away and Offline don't take calls.
Keep Chattoko open in a web browser on a computer, with the microphone allowed for it. A phone's web browser can't ring in the background.
To ring your mobile too, open your status menu, choose Where my calls ring… and pick Chattoko app and mobile number. Add the number and press Save ring settings.
In Call ▸ Settings, under When a call comes in, check 2. Who answers first. With Your AI, on every call, your team rings only when the AI hands a caller over.
Under 3. Ring your team, make sure you're ticked in Who receives calls, or leave every box empty to ring everyone online. Press Save settings.
Check 1. Opening hours, and your own hours under My hours… in the status menu. Calls don't come to you outside them.
Ask the owner to check Settings ▸ Billing & Plans. When the call minutes are used up or billing needs attention, calls go to voicemail.
Under Call me to test, press Call me now to hear exactly what callers hear.
Check it worked
Call your business number from another phone. The console shows Incoming call with Accept.
If it didn't work
- The status menu says "Taking chats — calls can't ring on a phone".
- You're signed in on a phone's web browser, which can't ring in the background. Take calls in Chattoko on a computer, or have them ring your mobile too, as in step 4.
- Callers hear a menu and never reach us.
- Enable call routing (IVR) is on in Call ▸ Call routing. Check where each key goes, and what If nobody presses a key does.
- Calls ring my mobile, but its voicemail answers.
- In Where my calls ring…, tick Press 1 to take a call on the mobile and press Save ring settings. The caller is put through only after a 1, so voicemail never takes the call.
Related
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