Troubleshooting

Calls to a tracking number don't reach the business

Short answer

A call to a tracking number is forwarded to the first incoming call handler of its static number, pool or tracking site. Open the call in Tracked calls to see where it went and what happened, then check the handlers and the business's own line.

Applies to
Incoming call handlers, Number pools, Static tracking numbers
Who can do this
An Owner or Editor on the account

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. The call shows not answered, busy, rejected or failed
  3. The caller hears silence
  4. The call isn't in Tracked calls
  5. What to send us
  6. Related

What are you seeing?

Start in the Enfonica Console: go to Tracked calls and look for the call. Whether it's there, its status and its Destination tell you which section below applies.

Note: Pausing a tracking site or a pool doesn't stop calls. It stops the website from showing tracking numbers, but calls to them still connect and are logged. It isn't the same as the service being paused, which is covered below.

The call shows not answered, busy, rejected or failed

The call reached Call Tracking and was forwarded, but the phone it was sent to didn't take it. The status shows on the call as NOT ANSWERED, BUSY, REJECTED or FAILED.

The business's phone didn't answer

Check

Open the call and look at Destination: the number the call was forwarded to. If it's the right number, the call rang there and nobody answered, the line was busy, or the phone refused it.

Fix

Check the business's line with whoever runs its phones. To send unanswered calls to a backup number or voicemail, see Business hours and failover.

The call went to the wrong number

Each call uses the incoming call handlers of the static tracking number it was made to, or else its pool's, or else the tracking site's. A number or pool with no handlers of its own uses the next level's.

Only the first handler in the list is used. Each call is forwarded to one place, and if that place doesn't take it, the call doesn't move on to the next handler. To ring several numbers or try a backup, use a Flow handler instead.

Check

Compare Destination with the number you expect, then look at the handlers:

  • the tracking site's, in Settings under Incoming call routing;
  • a pool's, in its Pool configuration;
  • a static tracking number's, under Routing when you select Edit next to it.

Fix

Correct the first handler at the level the call used, and select Save Changes. To learn how, see Route incoming calls.

The caller hears silence

The tracking site has no incoming call handler

If there's no handler on the static number, the pool or the site, the call has nowhere to go and the caller hears nothing. The Console won't save a tracking site without a handler, but a site set up from a quote with no forwarding number has none until someone adds one.

Check

Open the tracking site's Settings and look under Incoming call routing. Destination shows Not connected on calls that weren't forwarded anywhere.

Fix

Add a handler with the business's number, and select Save Changes.

The call isn't in Tracked calls

The call never reached the tracking site, so nothing was logged.

The service is paused

When a Call Tracking subscription ends, calls to its tracking numbers are refused, and the Console shows Your Call Tracking service is paused. Unlike pausing a site or a pool, this stops calls.

Fix

See Your Call Tracking service is paused.

The number is no longer a tracking number

Deleting a pool deletes its tracking numbers and releases them. A released number no longer rings anywhere, and it can't be brought back.

Check

Go to the tracking site's Number pools and search for the number. If it's not in any pool or in the static tracking numbers, it's no longer tracked.

Fix

Contact support, with the number and the time of a call that failed. If the number is printed on ads or signs, say so.

What to send us

Include these and we can find the call straight away.

  • The tracking site's name in the Console.
  • The tracking number that was called, and the date and time of the call.
  • The caller's number, if you know it.
  • What you expected to see on the call, and what it shows instead.
Contact support

Our support team will reply by email.