Sometimes you might see an elevated rate of missed calls, or your agents might complain that their softphone is not ringing. Aloware has built-in tools that help you troubleshoot ring patterns by yourself. And as always, we're here to help through our support channel. But first, let's talk about troubleshooting.
Ring Group Troubleshooting and Planning
The Test Routing tab (inside the Ring Group page) allows you to view the order of users and their status, for a hypothetical call. Test Routing shows you how Aloware will route the next call that comes into this ring group. It's a very useful tool for troubleshooting common ring patterns and visualizing what Aloware sees in the backend.
Checking agent's eligibility for calls
When you click the drop-down arrow to see why a particular user is not included in the ring pattern, you'd see the following tests being performed.
Agent is active
This item checks if the user has a valid login to Aloware and is not suspended or paused.
You can pause or suspend (or unsuspend) your users in the Users tab.
Agent status is available
The most important and the most basic check, this item tests if Aloware sees your agent as online and available.
Note: that with mobile users who have "Always Available" turned on, this test will always pass.
The Agent takes calls within operating hours
This routing test checks if the user is currently within their business hours. The test is run at the moment you click on it.
See below to configure a user's business hours and schedule. Note that this option is different from your Line's business hours.
Agent device is eligible to take calls
Aloware supports multiple devices for agents to take calls. This item checks if we have a suitable device for this agent to connect the call to.
See below for configuring a user's Answer Type.
An Agent takes a call within the concurrency limit
Normally, each Aloware agent can take 1 concurrent call at a time. If you see a red cross next to this test, it probably means that the agent is on another call. In a limited number of cases, there might be a "stray" call that hasn't been hung up by the agent. If your agent is actually available, you should head to the Wallboard to manually terminate the active call.
Note: that in certain situations, such as when the target is actually a phone number extension, Aloware will allow multiple calls to that target. This setting is not enabled by default on Aloware accounts.
Please contact Aloware support if you are having issues with agent availability.
An agent takes calls in State
if you have Aloware's geo-routing feature enabled, this item checks if your agent is eligible to take calls in a particular US State.
See below for configuring users for geo-routing.
The Agent is eligible to take calls
This is a summary of all tests above. If all tests are passing, you'll see a green tick here. A red X means that one of the tests has failed.
Verifying Routing Pattern for previous calls
Each call record on the dashboard provides its own ring pattern history that you can use for troubleshooting. Expanding each call activity will show the "target users" that Aloware attempted to connect the call to, their order, and the number of attempts we made.
Each Layer can have one or many users in it depending on the Ring Group's routing settings.