Troubleshoot Calls Not Connecting

If your tracking numbers are active but calls are failing to connect to your team, the issue is typically related to your destination number configuration, Call Flow settings, or spam controls in WhatConverts. This article walks through the most common causes and how to resolve them.

The destination number is incorrect or cannot accept forwarded calls

The destination number is the phone line where WhatConverts forwards incoming tracking calls. If this number is entered incorrectly or cannot accept forwarded calls, connections will fail.

How to verify and fix your destination number

To troubleshoot this issue:

1. In WhatConverts, open your tracking number settings and locate the destination number.
2. Confirm the number is entered correctly, including the area code, with no typos or missing digits.
3. Call the destination number directly from a personal phone to confirm the line is active and ringing. If it does not ring, the issue is with your phone provider and not WhatConverts.
4. Confirm your destination number is not set to block calls from "Unknown" or "Toll-Free" numbers, as forwarded tracking calls may display that way to your phone provider.

Call Flow settings are preventing calls from connecting

Advanced Call Flow features such as greetings, whispers, and IVR menus can interrupt or drop calls if they are not configured correctly.

How to fix greeting and whisper configuration issues

To troubleshoot this issue:

1. In WhatConverts, open your Call Flow settings and review any active Call Greeting recordings.
2. If the greeting is too long, shorten it so callers are not waiting an excessive amount of time before the call connects to your team.
3. Review any active Call Whisper settings. The whisper message plays to your team before the caller is connected. If your team hangs up during the whisper, the call will disconnect for the caller as well.
4. Shorten or remove the whisper message if it is causing premature disconnections.

How to fix IVR menu timeout errors

To troubleshoot this issue:

1. In your Call Flow settings, locate any active IVR or menu steps (e.g., "Press 1 for Sales").
2. Confirm the Timeout destination is set to a working phone number or call flow step. If a caller does not make a selection and no timeout destination is configured, the call will drop.
3. Test the IVR by calling your tracking number without making a menu selection and confirming the call routes correctly to the timeout destination.

A spam setting is blocking legitimate callers

WhatConverts includes spam prevention tools that can occasionally block legitimate callers if not configured carefully.

How to review and adjust spam settings

To troubleshoot this issue:

1. In WhatConverts, go to "Tracking" then select "Calls".
2. Select "Blocked Numbers".
3. Review the blocked numbers list and confirm the caller's number has not been added accidentally. Remove it if necessary.
4. If Spam Challenges are enabled, confirm the setting is appropriate for your callers. Spam Challenges require callers to pass a bot check (such as pressing 1) before connecting. Callers who do not complete the challenge will be disconnected.
5. If legitimate callers are being dropped by the spam challenge, consider adjusting or disabling the setting.

Related Topics

• Set Up Tracking Numbers
• Set Up a Dynamic Number Pool
• Create a Dynamic Number Pool for All Traffic