Agent did not answer or transfer correctly

Most call-routing issues are caused by number assignment, agent availability, transfer configuration, carrier status, or an instruction that tells the agent to handle the call differently.

Check first

• Confirm the phone number is assigned to the expected agent or inbound flow.
• Check whether the agent is enabled for inbound calls.
• Confirm working hours, holidays, and fallback transfer settings.
• Review the transcript for the caller intent and tool actions.

Include in the ticket

• Caller number, ALMATalk number, agent name, date, time, and expected transfer destination.