If you are experiencing issues with your AVANSER phone numbers, chances are you've already performed some initial testing to confirm the problem.
Below are some common scenarios and related troubleshooting methods which we recommend you attempt before contacting our Support team, as in most cases these can resolve your issue.
In this scenario, you call the tracking number but your answer point phone doesn't ring. This can have a few different causes, to determine which confirm the following:
Scenario 2 - Received a Missed Call Notification but phone didn't ring
There are several legitimate reasons you may be receiving a missed call notification without your phone ringing.
The key thing to note is AVANSER is aware of the call before it is routed to the answer point number. This is important as In the event of a misdial or wrong number the caller may hang up before the call has connected and rung your phone, but AVANSER still logs the call and sends a missed call notification.
A caller may also abandon a call at an IVR (interactive Voice Response), meaning they have hung up before choosing an option. In this case since the call wasn't routed to an answer point, there wasn't a ring. This can be identified by checking the missed call notification; if it lists the call status as "Abandoned" and the answer point as the name of the IVR (e.g "Main Menu"), then the caller hung up at the IVR and the answer point didn't receive a call.
Another situation may occur when the call is connected your answer point but your phone only rings for a second, making it easy to miss. This is likely due to the call timing out before it has sufficient chance to ring at your phone. The default timeout value for AVANSER calls is 25 seconds (8 rings), which is usually enough however can sometimes need to be extended due to various factors (e.g. long connection time due to international transfer). If you think this is the issue, please reach out to our support team and request the timeout for your answer point be extended.