Handoff did not complete
Start with the recorded result, then verify the receiving destination.
Check the destination
Section titled “Check the destination”Open Live handoff and confirm the destination is current. Ask the receiving team whether the test call reached them.
Check availability
Section titled “Check availability”Confirm the test occurred during the intended availability window. If the destination was closed or unavailable, the call should follow the configured fallback.
If the fallback is Message Taking, verify that Take messages is On in Call Handling > Reception. Turning Message Taking Off makes that fallback unavailable without changing historical messages.
Check the outcome order
Section titled “Check the outcome order”If handoff is an outcome action, verify its position. An earlier successful action stops the sequence, while an unavailable handoff can allow the next prepared backup.
Check Agent Center
Section titled “Check Agent Center”Open the Inbox item and compare the handoff status with what the receiving team observed. A spoken transition is not proof that the connection completed.
Retest with the destination available, then test an unavailable case to verify the fallback.