⬇️
1. Is the Twilio number that the contact called assigned to a user?
If Yes, Forward to the Twilio number assigned user's phone number
If No ⬇️
2. Is the contact/lead calling the Twilio number assigned to a user?
If Yes, Forward to the Twilio number assigned user's phone number
If No ⬇️
3. Does the Twilio number called have a forwarding number set?
If Yes, Forward to the number in Twilio number's forwarding field
If No ⬇️
4. Is there a number in the Company Phone field in the Business info tab on the location settings page?
If Yes, Forward to the number in Business Info tab > Company Phone field
Go to Reporting -> Call Reporting -> Double-click the specific date that the contact call
Click Filters,
Filter Direction to Inbound
Once it is filtered, click the arrow on the right to expand more information
Check Call flow to see which Twilio number they called
Once you are in the sub-account, Click Settings at the bottom left:
1. Click on My Staff
2. Click on Edit (pick any one user to edit)
Expand Call & Voicemail Settings
Once you click the Select Twilio Number dropdown
If it says Twilio number (already assigned to another user) and you don't know which user it is, the only way to check will be to Edit each user to Expand Call & Voicemail Settings section to find out which user the Twilio number is assigned to.
If you see a Twilio number like this, e.g. my Twilio number is (778) 907-0712
That means all calls to the assigned Twilio number (778) 907-0712 will be routed to this user's phone number.
Even if the lead is assigned to another user, inbound calls will always always always go to the user's phone number.
Check what the user phone number is > Expand User Info in the first section to check the user phone number.
If there's no user phone number, it will fall back to the forwarding number set in phone number settings.
Once you are in the sub-account, Click on Contacts > Lookup the phone number of the contact who called the Twilio number on the top right Quick Search box
Click on the contact > Check if the contact is Assigned to any users on top
If it's assigned to User A, all inbound calls will go to User A
But if the Twilio number that the contact dialled is assigned to user B already - 1st priority where the Twilio number is assigned to the user, all inbound calls will go to User B even if the contact is assigned to User A.
Please check if there's a company Phone set in
Business Information > Company Phone
The call will drop immediately after we call the Twilio number.
You can configure the Voicemail For Company And For Users.
One way might be to get a Google voice number with the voicemail configured and put it in the forwarding number.
Set the incoming call timeout to 1 second so it will drop the call faster in 2-3 rings.
Or you can assign the Twilio number to a user and receive Inbound Calling on Mobile APP.
You can set up a new user, and assign the Twilio number to the user. All the calls will always go to that user's phone number.
Edit the Twilio number and check if there are any custom values set up in the whisper message. Broken custom values will affect incoming calls and cause it to drop.
Another possible reason is that the Twilio number might not be voice capable. In this article How to check logs for a specific Call in Twilio, it will navigate how to also check the Twilio number's capabilities.
Only when a Twilio number is assigned to users. There’s an extension field next to user's phone number. All the calls will always go to that user's phone number.
