Call forwarding not working — troubleshooting guide
Fix missed or incorrectly forwarded calls in SparkTG. Covers missing country codes, wrong trigger conditions, SIP registration failures, and DND restrictions.
Missed calls not appearing in call reports
Diagnose why missed calls are missing from SparkTG call logs. Covers report filters, how IVR abandonments differ from missed calls, and data sync delays.
Calls not routing to the correct agent or queue
Fix IVR routing mismatches in SparkTG — overlapping keypress conditions, wrong queue names, agent availability issues, and SIP error codes in call logs.
How to configure business hours and holiday routing
Route SparkTG calls after hours, on weekends, and public holidays using Time Condition nodes. Includes how to configure and maintain an annual Holiday List.
Setting up a multi-level IVR (nested menus)
Build nested IVR sub-menus in SparkTG for department routing, language selection, and business hours. Best practices to keep call trees clear and effective.