Agent is not answering
Use a real inbound call from a separate phone before changing conversation settings.
Check the number
Section titled “Check the number”Open Phone System and confirm that you called the displayed number. If an existing business number forwards calls, verify that its forwarding setup still points to the intended destination.
Check readiness and activity
Section titled “Check readiness and activity”Review the phone readiness shown in Agent Center. Then open Home and Inbox to see whether the attempted call created activity.
- No activity suggests the call did not reach the expected inbound path.
- Activity with an error or incomplete status suggests the call arrived but needs further review.
Isolate the test
Section titled “Isolate the test”Call from a different phone, wait for the connection, and note the exact time. Do not change the greeting, qualification, and phone setup together.
If the number and readiness look correct but calls still do not arrive, open Support with the call time, caller number suffix, and customer-visible status. Do not include private credentials.