My phone doesn’t ring when I click-to-dial on a lead’s phone number
Step 1: Check the phone number in your My Settings page
- Navigate to Menu>Preferences>My Settings
- Check the phone number listed in the Dial-IQ Phone
- If you need to include an extension to punch in after the initial 10 digits (e.g. 310-555-8888 ext 1234), include that in the Dial-IQ Phone’s accompanying Ext field.
- If there is a typo, make the necessary correction and try clicking-to-dial again.
Step 2: Confirm that your phone number is working and valid
If your phone isn’t able to accept incoming calls successfully, Dial-IQ calls won’t be able to reach you either (i.e. out of service or busy signals). Our golden rule is: if we can’t call you, neither can Dial-IQ.
- Try calling your Dial-IQ number from a separate device like your mobile phone and confirm your experience. If you experience any of the below, you’ll want to make sure your Dial IQ phone’s settings allows for successful incoming calls and address any discrepancies with your own IT resources or phone carrier.
- Are you reaching your Dial-IQ number’s voicemail right away?
- Are you getting a busy signal when you call your Dial-IQ phone number?
- Are you hearing an out of service message when you call your Dial-IQ phone number?
- Are you presented a phone tree greeting asking you to enter an extension beyond just entering the extension at any time (e.i. press 1 for sales, press 2 to enter your party’s extension, etc)?
Our most widely adopted practice for Dial-IQ numbers is utilizing 10 digit numbers that reach you—the user—directly (and our best practice is utilizing SIP addresses).
Step 3: See if your company is using a setting which masks caller ID
If your phone number works when you call it, the next step is to confirm if your company’s account is utilizing a setting which masks the caller ID from which we present new click-to-dials from.
If you recall, new click-to-dial calls start off as incoming calls to your phone. When Dialer Caller ID is left blank, new click-to-dials will be presented from your phone number to your phone number. Some phone systems and service providers aren’t compatible with this set up so it becomes necessary to mask the caller ID from which new click-to-dials are presented from to perform successful dialer calls.
- A user with administrative access can view and edit this setting, called Dialer Caller ID.
- Have an administrator input a broad and recognizable phone number by other users in the system for the Dialer Caller ID field. You could even use the Velocify number 310-765-7370 because it reads “Velocify” on some phone systems—just remember that this is the number that all dialer calls like click-to-dial, shotgun connect, schedule dial, etc will come from.
As a reminder, Dialer Caller ID has no impact on what your leads see, only what users see.
- Once the Dialer Caller ID has been inputted, try clicking-to-dial and notate:
- What caller ID you saw on your Dial-IQ phone
- If your phone is not ringing, which of these two dialer message paths did you see at the bottom of your screen on the dialer when you expected it to ring? (a) or (b)
(a) "Agent Connecting”
(b) "Agent Connected" and then
(Ringing out to lead now because we detected an answer for you.)
- Ideally, we want to see your phone ringing and (a) “Agent Connecting” because that means the system is trying to call you still and we haven’t begun calling out to the lead.
If you see the message (b) “Agent Connected” almost immediately after clicking-to-dial and your phone didn’t ring, notate that and move onto the next section.
Step 4: See if the service provider is sending us an answer signal
- Your phone system or service provider might be sending us an answer signal despite the fact that you haven’t actually been rang (and been given the change to even answer).
- Very few phone carriers might exhibit this behavior because they do a pre-screening of incoming calls to your phone to check if it’s an automated message or fax. It’s critical that we don’t receive an answer response unless you physically lift the receiver.
- Have your IT resources or phone service provider remove this setting and then try clicking-to-dial.
Step 5: Contact Velocify Support
If you’ve made it this far with our self-help troubleshooting guide, performed these applicable steps, and still can’t get your phone to ring, let us know at firstname.lastname@example.org and our Dial-IQ support team can assist!
Please provide in your submission to support:
- Which user(s) and phone number(s) impacted
- Confirmation of the steps performed outlined in this guide
- User with administrative access that will serve as executive sponsor of the case