Troubleshooting Your Call Flow

Watch our step-by-step video tutorial on managing your telephone system.

Video Transcription

0:01 Welcome to the B1 Communications training academy. Today’s troubleshooting video is for office managers and we’ll be showing you a step-by-step guide on how to trace inbound calls and understand where they’re going in your phone system.

0:15 As you begin to set up auto-attentance, timeframes, ring groups and call cues, it can be overwhelming and confusing to understand how inbound calls are treated.

0:25 This is an easy way to understand the call flow. We’ll start at the inventory tab and select the number you’d like to investigate.

0:33 For this example we’ll use the middle telephone number and once we’ve gone in we can see there are three different timeframes.

0:40 Using the icon you can determine the times associated to each. Let’s say we’re looking into office hours. The treatment or call flow is going to an auto-attendant named office greeting 815.

0:54 Let’s go to the auto-attendant tab to investigate further. There it is office greeting. Let’s say you’re trying to find the voicemail greeting that customers get when they select option 2.

1:07 It looks like option 2 goes to the customer service call cue at extension 850. We’ll continue our investigation within the call cue tab.

1:19 Now on the right hand side you can see there are three agents on this cue and let’s go ahead and select the pencil edit icon to investigate further.

1:29 Now let’s go over to the in cue options and it looks like unanswered calls at the bottom are sent to the voicemail that is included in this call cue.

1:38 We’ll have to go to the user tab to look into that voicemail box. We need to find customer service extension 850 which is a system user.

1:50 You may need to uncheck hide system users at the bottom of your screen. Now once you found it and you’re in the profile you can confirm the email address.

2:00 Address is correct then go to the voicemail tab to investigate further. Let’s say you want to update the greeting and let’s go ahead and make that change right now.

2:13 Now you know exactly how to follow an inbound call in your telephone system. You begin at the telephone number and work your way in as a customer would.