When calls do not reach your team, the cause is usually the call flow assignment, a telephony status, or the provider’s network. Work through the checks on this page in order.

Calls not getting through

If calls are not reaching your destination, one of the following is typically the cause. Work through them in order.

Tracking number not assigned to a call flow

The tracking number has no call flow attached, so Nimbata doesn’t know where to send the call. In TrackingNumbers, its Status shows No call flow (or Waiting on call flow, if its call flow isn’t published), and its calls end with the hangup cause No Call Flow.

Fix:

  • Assign the tracking number to an existing call flow, or create a new one and assign it.

Detailed guide: Assign a call flow
Detailed guide: Build a call flow

The hangup cause shows a telephony failure

Nimbata logs a Hangup Cause for every call attempt. If calls are failing at the network level, you will see causes such as User Busy, No Answer, Call Rejected, Unallocated Number or Incompatible Destination.

Some causes point to your own settings rather than the network:

  • No Call Flow: the tracking number has no call flow (see above).
  • Spam Filter: the caller is on your Blocked Callers list. See Block spam callers.
  • Capped: the destination reached its call cap. See Cap calls per destination.

Fix:

  • Go to Activity > Calls and check the Hangup Cause of the affected calls.
  • If the status points to a network or provider issue rather than a configuration problem, contact Nimbata support and include the relevant call logs and timestamps.

Tip

Hangup causes describe what happened during the call attempt. They don’t always point to a single root cause and don’t necessarily indicate an error in Nimbata; they are standard telephony codes.

Detailed guide: Disposition statuses

The caller withheld their number

If the call log shows the caller as Anonymous, the call came from a withheld number. Our telephony carrier doesn’t connect calls without a caller ID, so these calls never ring your phone, although they are logged and can trigger your workflows.

Fix:

  • Route anonymous callers to a voicemail that asks them to call back with their number showing, and stop email alerts for them. See Calls from withheld numbers.

The destination isn’t verified yet

If the call flow’s destination still needs verifying, the call flow shows Waiting on destination verification. and doesn’t take calls until it is verified. It publishes itself once the destination is verified.

Fix:

Tracking number provider or network outage

Some calls never connect even with a correct setup. This can indicate an outage or technical problem on the tracking number provider’s network.

Fix:

  • Contact Nimbata support to confirm whether the provider is at fault.
  • Before concluding this is a provider issue, first rule out the configuration causes above.

No calls have been placed yet

In some cases the setup is correct but the call count is zero simply because no one has called yet.

Fix:

  • Go to Dashboards > Visit Stats and verify the date range.
  • In the Call Rates chart, click Column to see the number of calls of each tracking source per day, and confirm whether traffic is reaching the number.

Troubleshooting: Declined calls
Detailed guide: Build a call flow

Declined calls

A declined call means Nimbata received the call attempt but could not route it to a destination. The call never reached an agent.

The tracking number is not assigned to a call flow

This is the most common cause. If a tracking number has no call flow assigned, Nimbata does not know where to forward the call and declines it.

Fix:

  • Assign the tracking number to a call flow.

Detailed guide: Assign a call flow

The tracking number has a call flow, but calls are still declined

If the number already has a call flow and calls are still being declined, the cause is likely a routing misconfiguration or a telephony-level issue.

Fix:

Troubleshooting: Calls not getting through
Detailed guide: Build a call flow