Phone System Issues

If incoming calls aren't reaching you, there are a few things to check:

Check your internet connection: Calls rely on your internet connection. If your connection is unstable, calls may not come through.

Make sure you're signed in: You need to be logged into the SalesPartner app to receive calls. Check that you're connected.

Review your availability status: If you've set yourself as unavailable or enabled "Do Not Disturb," calls will go straight to voicemail or another team member.

Check call routing settings: Calls might be routed to another team member based on your company's routing rules. Check with your admin if you're unsure.

If callers are hitting voicemail without your phone ringing:

Check your availability: If you're showing as "away" or "offline," calls will be routed to voicemail automatically.

Verify call forwarding: Make sure call forwarding isn't sending calls somewhere else before reaching you.

Test your connection: Open the app and check if you're connected. A weak or disconnected signal means calls can't reach you.

Ring timeout: Calls only ring for about 20-25 seconds. If you don't answer in time, the call moves to voicemail or the next available person.

Calls that disconnect mid-conversation are usually caused by connection issues.

Common causes: - Unstable internet connection - Switching between WiFi and cellular data - Network congestion during peak times

What you can do: - Use a stable WiFi connection when possible - Stay in one place during calls to avoid network switching - Close other apps that might be using bandwidth

If dropped calls persist, try restarting your router or switching networks to see if that helps.

If calls sound choppy, delayed, or distorted:

Check your bandwidth: Voice calls need consistent bandwidth. If you're streaming video or downloading files during a call, quality may suffer.

Reduce network congestion: - Close streaming services (Netflix, YouTube) - Pause large downloads - Ask others on your network to reduce usage during important calls

Try a wired connection: If you're on a computer, a wired ethernet connection is more stable than WiFi.

Check your microphone/speaker: Sometimes the issue is hardware, not the connection. Test with headphones to rule out speaker problems.

If voicemail isn't recording messages or you're not getting notifications:

Check your voicemail greeting: Make sure you've recorded a greeting. Without one, callers might not know to leave a message.

Review voicemail settings: Go to Settings > Phone to make sure voicemail is enabled and set up correctly.

Check notifications: Voicemail notifications might be disabled. Look at your notification settings to ensure you're alerted when messages come in.

Storage issues: If your voicemail box is full, new messages can't be recorded. Listen to and delete old messages regularly.

Calls should route to the person assigned to each contact. If they're going elsewhere:

Check contact assignment: If a lead isn't assigned to anyone, calls may go to a default person or ring everyone.

Review routing strategy: Your company may use round-robin routing (takes turns) or ring-all (rings everyone). Check with your admin about your setup.

Look at fallback rules: When the assigned person doesn't answer, calls move to a fallback option. This might be another team member or voicemail.

If you expected a call to be recorded but can't find it:

Check if recording is enabled: Call recording may not be turned on for your account. Check your phone settings.

Look in the right place: Recordings are attached to conversations. Find the lead's conversation and look for the recording there.

Short calls might not record: Very short calls (under a few seconds) may not generate recordings.

Contact support: If you're sure a call happened but can't find the recording, reach out to support with the date, time, and phone number involved.