> For the complete documentation index, see [llms.txt](https://docs.extraaedge.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.extraaedge.com/troubleshooting-ivr-calls-connectivity-issues.md).

# Troubleshooting IVR Calls Connectivity Issues

1. Why are incoming IVR calls not getting logged in ExtraaEdge CRM?

Possible Causes & Solutions:

* Check IVR Configuration: Ensure that the IVR is correctly configured to forward calls to the CRM.
* Verify API Integration: Confirm that API keys and endpoints are correctly set up in the CRM.
* Monitor Webhooks: Inspect webhook logs to check if call data is being received from the telephony provider.
* Check Telephony Provider Logs: Verify if calls are reaching the telephony service and being forwarded correctly.
* Firewall & Network Restrictions: Ensure there are no firewall rules blocking API requests between IVR and CRM.

2. Why are some calls being logged but others are missing?

Possible Causes & Solutions:

* Call Volume Limits: Check if the telephony provider has rate limits affecting high call volumes.
* API Response Errors: Review the CRM logs for any API failures or timeouts.
* Webhook Failures: Verify if webhook failures are occurring intermittently.
* Multiple IVR Numbers: Ensure all IVR numbers used are correctly mapped to CRM settings.

3. Why are calls not being assigned to the correct agents?

Possible Causes & Solutions:

* Incorrect Call Routing Settings: Check the IVR routing logic to ensure proper agent allocation.
* CRM Assignment Rules: Review CRM lead distribution rules to confirm correct agent mapping.
* Telephony Integration Issues: Ensure the telephony provider is sending agent mapping data correctly.

4. How do I verify if the IVR API is working correctly?

Possible Causes & Solutions:

* Test API Endpoints: Use Postman or a similar tool to send test requests and check responses.
* Review API Logs: Check logs within ExtraaEdge CRM to identify errors in received payloads.
* Check Response Codes: Ensure the API is returning a 200 OK response and not errors like 400 (Bad Request) or 500 (Internal Server Error).
* Enable Debug Mode: If available, enable debugging in both the CRM and telephony platform for deeper insights.

5. How do I resolve delays in call logging?

Possible Causes & Solutions:

* Network Latency: Check the latency between the IVR system and CRM API.
* Queued Webhook Requests: Ensure webhook requests are not getting queued due to overload.
* Database Processing Delays: Confirm if the CRM backend is experiencing delays in processing call data.
* Check Server Health: Verify the health of both the telephony server and CRM backend.

6. How do I collaborate with my telephony provider to resolve integration issues?

Best Practices:

* Request API Logs: Ask your provider for API request and response logs to identify mismatches.
* Check Authentication: Ensure API keys, tokens, and authentication methods are correctly configured.
* Test With Sample Calls: Place test calls and analyze their flow in both the telephony provider and CRM.
* Escalate With Detailed Reports: Provide your provider with timestamped logs and error messages for faster resolution.

7. Who should I contact if the issue persists?

* ExtraaEdge Support Team: Contact CRM support with logs and screenshots.
* Telephony Provider Support: Reach out to the telephony provider for network or API-related issues.
* Internal IT Team: Check for internal network or firewall restrictions that may impact API communication.

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By following this guide, you can diagnose and resolve IVR call routing and logging issues efficiently, ensuring a seamless telephony-CRM integration experience.
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