Symptom or Need

If you are experiencing difficulties receiving calls on your account, this usually manifests itself in the following ways:

• Connection failure: Calls to your numbers (DIDs) do not connect, give a busy tone, or result in an immediate network error.
• Interruption in flow: The customer dials, but the call does not enter the IVR, it is dropped, or it is not routed to agents.
• Massive outage: No service is receiving calls, affecting business continuity.

Context / Scenarios

Identify your service type to know which validations to prioritize:

• Wolkvox telephony: Your numbers (DIDs) are supplied directly by Wolkvox.
• Own Telephony (Inbound Trunk): The numbers belong to your local provider and you send the traffic to wolkvox.

Answer / Solution

Before reporting a fault to the service desk, perform these checks:

1. Marking Test and Evidence Collection

Make test calls from different carriers to the affected DID and document:

• Test result: Do you hear silence, an error tone, or an operator voice?
• Evidence record: Note the number you called from ( ANI ) and the exact time ( HH:MM:SS ). This information is vital if you need to document the case.
• Scope of the failure:

       - Determine if a single line or the entire operation fails.

- Check if the issue occurs with other DIDs in other of your operations.

- Confirm if the fault occurs with a specific operator.

- For effective escalation to the service desk, keep in mind the % of impact.

2. Reporting verification

Confirm if the call reached the Wolkvox platform:

• Go to the call reports in the Manager and search by the number from which you made the test ( ANI ).
• If it appears in the report: The problem may be due to internal configuration (IVR or Skill).
• If it does NOT appear in the log: The call is not reaching Wolkvox. The problem may be with the provider or the network (Firewall).

3. Flow and Schedule Configuration

Check if there have been any recent changes in the care logic:

• DID Assignment:

- Verify that the number is correctly pointed to the IVR or the corresponding Skill.

- Please note that if there is an overflow from another DID and the case is escalated to the service desk, the number must be reported.

• Timekeeping Control: Make sure the operation is not in "closing hours" or that the holiday calendar is not incorrectly diverting calls.
• IVR Compilation: If you made recent changes to the flow, make sure you have compiled and saved the configuration correctly.
• Perform debugging: Validate through debugging in the IVR flow whether the call is arriving or entering.

4. Security and Network (Only for Own Telephony)

If you provide the telephony, validate your infrastructure:

• IP Changes: If your company recently changed its public IP address, you must notify us to update permissions on wolkvox; otherwise, traffic may be blocked for security reasons.
• Your PBX status: Confirm with your technical team that your phone system is correctly sending traffic to the Wolkvox IPs.

Recommendations

Support Documentation: If the problem persists after these checks, please report the case by sharing the affected DID , evidence with the exact time , and the results of your dialing test . This will expedite the case management process.

Contingency Plan: In case of a critical failure of your telephone provider, remember that you can request from wolkvox the temporary activation of a provisional DID to avoid interrupting your operation.

Network Database: Always keep your inventory of authorized IPs updated with Wolkvox to avoid preventive security blocks.