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Start by calling the agent’s own number directly, from a phone that isn’t forwarded anywhere. If that works, the agent and its number are fine, and the problem is in forwarding from your published line. If it doesn’t, work through the first section.

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The number doesn’t answer

Open Agents → your agent → Channels. If the Phone card is greyed out and reads “Off — calls to the number go unanswered; you keep the number.”, switch it on. Calls are answered again straight away.
WireDesk checks each number when you open the Phone card, and shows a warning only when something is wrong:
  • “Calls to this number aren’t being forwarded — it isn’t routed anywhere.”
  • “This number isn’t registered with the voice provider, so calls go unanswered.”
  • “This number is no longer on the connected phone provider account.”
Click Fix it under the warning to reconnect the number. If the warning comes back, or says the number is no longer on the account, contact WireDesk support.
A number removed with Remove number is disconnected from the agent, and nothing else answers it. A deleted agent answers on no channel at all. Check the number is still listed on the Phone card of the agent you expect.
The forward at your carrier isn’t set, or points at the wrong number. Check your carrier’s call-forwarding settings forward to the number shown on the agent’s Phone card. Copy number copies it in the international format carriers expect.

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Calls reach the wrong agent

Calls are routed by the number dialled, and each number belongs to exactly one agent. A forwarded call is answered by whichever agent owns the number your line forwards to.
  1. Note the number your carrier forwards to.
  2. Open each agent’s Channels page and find which one lists that number on its Phone card.
  3. Change the forward at your carrier to the right agent’s number.
If you want two lines answered differently, each needs its own number on its own agent.

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A transfer doesn’t ring

When a caller asks for a person, the agent only transfers the call if everything below is in place. Otherwise it tells the caller it can’t transfer them right now and offers to take a message. Messages show under Needs attention on the dashboard, not in the Inbox.
Go to Agents → your agent → Channels → Phone and fill in Transfer live calls to (optional) on the How it sounds card. Without it, the agent has no way to transfer.
Transfers also need the Hand calls to you action to be on under Actions. See hand calls to you.
If the transfer number is the agent’s own number, or the published line that forwards to it, a transfer would send the caller straight back to the agent. WireDesk refuses it:
  • If it’s the agent’s own number, saving shows “handover number cannot be a number that already routes to this agent — use a cell or direct line that is not forwarded here”, and the Phone card shows “Handover is set to this same number. Transferring a live call would loop it back to the agent…”.
  • If it’s your published line, WireDesk can’t know that when you save. On a call your published line forwarded, the agent recognises the line, won’t transfer to it, and takes a message instead.
Use a mobile or a desk line that is not forwarded to WireDesk.
Spaces, dashes, dots and brackets are fine, and the number is saved as +16075551234. Saving shows “transfer number must be a full phone number with country code, e.g. +1 607 555 1234” when the number is incomplete, has letters or an extension in it, or has no country code and isn’t 10 digits long. A 10-digit number with no + is read as a US or Canadian number, so type the + and country code for any other country.
Browser voice tests (Test by voice and the Playground’s Voice mode) can’t transfer. Call the agent’s number to test a transfer.
If the transfer is attempted but doesn’t connect, the agent apologises and takes a message instead. Check the transfer number is a line that accepts calls, then try again.

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Getting a number fails

  • “no numbers available in area code …”: there’s nothing free in that area code right now. Try a nearby one, or leave Area code (optional) blank to take any available local number.
  • Other errors name the step that failed. If a purchase fails partway, WireDesk undoes it, so you aren’t left paying for a number that isn’t attached. Try again, and contact support if it keeps failing.
Only owners and admins can get or remove numbers.

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A call ended on its own

A call can last up to 30 minutes. At that point it ends, and the conversation is closed out in Conversations.

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Removing a number didn’t release it

A number bought in the last two weeks can’t be given back yet. It’s removed from the agent immediately, and released automatically on the date shown after you remove it.