Routing failures are the most common IVR issue after go-live. Callers pressing 1 for Sales end up in Support, or get a busy tone when agents are available. Here's how to diagnose it systematically.

Step 1: Check the flow logic

1. 1

   Open the IVR flow in the builder

   Dashboard → IVR → select your flow → click Edit. Look at each DTMF branch and verify the destination (number, queue name, or SIP extension) is correct.

2. 2

   Look for overlapping keypress conditions

   If you have branches for both Keypress = 1 and Keypress = 1* (any key starting with 1), the order matters. The first matching condition wins. Reorder branches so specific conditions come before catch-all ones.

3. 3

   Check queue names

   Dial nodes that reference a queue by name are case-sensitive. "Sales_Queue" and "sales_queue" are different. Go to Contact Center → Queues and copy the exact queue name.

Step 2: Check agent availability settings

Even if routing is correct, calls won't connect if no agents are available and overflow is misconfigured.

• Check that agents are logged in and status is set to Available (not Busy or Away).
• Go to Contact Center → Queues → your queue → Overflow Settings. Make sure overflow is set to Voicemail or a backup number, not Drop Call.
• Check Max Wait Time. If it's set to 10 seconds and your agents take 15 seconds to answer, calls are overflowing before they can be picked up.

Step 3: Use Call Logs to trace the routing path

1. 1

   Go to Reports → Call Logs

   Filter by the number and time of the test call.

2. 2

   Expand the call record

   Each call shows a routing trace: which IVR node was entered, which keypress was detected, and which destination was dialled. This will immediately show you where the wrong turn happened.

3. 3

   Check for SIP 4xx/5xx errors

   If the log shows SIP error 486 (Busy Here) or 503 (Service Unavailable) at the Dial step, the issue is downstream — the agent's SIP device or the queue server, not the IVR logic.