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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

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