Troubleshoot Internal IVR

If callers are experiencing dropped calls, looping menus, or are being routed to the wrong destination, the issue is almost always a configuration error within your Call Flow steps in WhatConverts. This article walks through the most common Interactive Voice Response (IVR) issues and how to resolve them.

Menu step routing is not working correctly

The Menu Step is the core of your IVR. If callers are pressing buttons but nothing is happening, one or more keys in your menu are likely missing a connected next step.

How to fix menu step routing

To troubleshoot this issue:

1. In WhatConverts, open the Call Flow containing your Menu Step.
2. Review your audio greeting and list every key option mentioned (e.g., "Press 1 for Sales, Press 2 for Support").
3. Confirm each key mentioned in the greeting is mapped to a "Next Step" in the flow. Any unmapped key will cause the call to fail when a caller presses it.
4. Locate the Timeout setting in the Menu Step and confirm it routes to a working destination, such as a default team member or a Voicemail Step. Without a timeout path, calls will disconnect if the caller does not press a key.
5. Confirm there is also a path configured for Invalid Input, covering cases where a caller presses a key not defined in your menu.

Callers are reaching an unmonitored voicemail instead of the WhatConverts Voicemail Step

If your office phone system picks up after a set number of rings, it can intercept calls before WhatConverts routes them to your configured Voicemail Step. This results in callers leaving voicemails on unmonitored personal or office lines.

How to resolve voicemail and timeout conflicts

To troubleshoot this issue:

1. In WhatConverts, open your Call Flow and locate the Dial Step.
2. Review the Timeout setting for the Dial Step.
3. If your office phone system picks up after 30 seconds, set the Dial Step timeout to 20 to 25 seconds. This ensures the call returns to your WhatConverts Call Flow before the office system answers.
4. If you are using sequential dialing across multiple numbers, confirm the timeout is long enough for your team to answer but short enough to advance to the next step if they do not.
5. Test by calling your tracking number and allowing it to ring without answering. Confirm the call routes to your WhatConverts Voicemail Step rather than an office or personal voicemail.

Calls are failing at specific times or from specific locations

If calls are only failing at certain times of day or from certain geographic locations, the issue is likely in your Schedule Step or Geo-Routing configuration.

How to fix Schedule Step issues

To troubleshoot this issue:

1. In WhatConverts, open your Call Flow and locate the Schedule Step.
2. Confirm the time zone setting matches your business's actual time zone.
3. If the time zone is incorrect, update it and retest by calling your tracking number during active business hours to confirm callers are routed correctly.
4. Temporarily set the Schedule Step to "Closed" and call your tracking number to verify that after-hours messages and voicemail routing are working correctly. Return the setting to its normal schedule after testing.

How to fix Geo-Routing issues

To troubleshoot this issue:

1. In WhatConverts, open your Call Flow and locate the Geo-Routing Step.
2. Confirm a Default route is selected. Without a default, calls from locations that cannot be matched to a geographic rule will be terminated.
3. Add or update the default route to point to a working destination and retest with a call from an unmatched location.

Call Flow branches are not routing correctly end-to-end

Complex Call Flows can develop errors in individual branches that cause leads to be lost or misrouted without it being immediately obvious.

How to test all Call Flow branches

To troubleshoot this issue:

1. Call your tracking number and test every menu option individually (e.g., Press 1, Press 2, Press 3) to confirm each one reaches the intended destination.
2. Test the timeout path by calling your tracking number and not pressing any key, confirming the call routes to the correct fallback destination.
3. If leads are appearing in your Lead Manager but are missing tags or lead data, open your Call Flow and confirm the Set Lead Data Step is placed after the caller makes a menu selection but before the call ends.

Related Topics

• Add a Call Flow Step
• Understand Call Flows
• Set Up an Incoming Call Flow
• Set Up a Post-Call Flow