There's a priority system that happens once an inbound call is received:
Is the Swayze number that the lead called assigned to a user? Forward to the Swayze number assigned user's phone number.
Is the lead calling the Swayze number assigned to a user? Forward to the assigned user's phone number.
Does the Swayze number called have a forwarding number set? Forward to the number in Swayze number's forwarding field.
Is there a number in the Company Phone field in the Business info tab on the location settings page? Forward to the number in Business Info tab > Company Phone field.
The Swayze Phone System needs at least one phone number to forwar the call to, you can always get the call directly from the Swayze Website or App. If there’s no number to channel the call, then the call will drop immediately after calling the Swayze number.
Once you are in the account, click Settings at the bottom left > Click on My Staff > Choose an use to click on Edit > Expand Call & Voicemail Settings
Once you click the Select Number dropdown, if it says "number already assigned to another user" and you don't know which user it is, the only way to check will be to Edit each user to Expand Call & Voicemail Settings section to find out which user the Swayze number is assigned to.
If you see a Swayze number assigned, that means all calls to the assigned number shown will be routed to this user's phone number. Even if the lead is assigned to another user, inbound calls will always go to the user's phone number.
Pd: If there's no user phone number in their data, the call will fall back to the forwarding number set in the phone number settings.
You can see this option under Settings > Phone Numbers > Advanced Settings > Voice Calls > Inbound Call
You can see this option under Settings > Phone Numbers > Advanced Settings > Voice Calls > Inbound Call
Once you are in the sub-account, Click on Contacts and lookup for the contact who called the Swayze number.
Check if the contact is Assigned to any users on top of the conversation space:
If it's assigned to User A, all inbound calls will go to User A.
But if the Swayze number that the contact dialled is assigned to user B already then Swayze CRM will react as the 1st priority in the image at the start of this document, where the Swayze number is assigned to the user B and all inbound calls will go to User B even if the contact is assigned to User A.
Edit the Swayze number and check if there are any custom values set up in the whisper message. Broken custom values will affect incoming calls and cause it to drop.
If this keeps happening please contact support and we will escalate the issue.
Voicemail files (mp3 format) can be set in two different places:
Voicemail For Users: Settings > My Staff tab > Edit User > Expand Call & Voicemail Settings > Upload mp3/wav file
If the contact is assigned to the user or if the Swayze number is assigned to the user, when they call the Swayze number and the user doesn't pick up, we will play the user's voicemail instead.
Voicemail For The Business - Settings > Business Profile tab > Scroll down to Call & Voicemail Settings > Upload mp3/wav file
When the contact calls the Swayze number that's not assigned to any users, and if the contact is also not assigned to any users, we will play the Voicemail For The Business if no one picks up.
Note: If the voicemail file quality is high and also not an mp3 file it may cause errors and the Swayze CRM can't play it.
Go to Reporting > Call Reporting > Scroll down to see all the calls in order and the main Swayze number they called to, the status of the call and check the recording if you have that option enabled:
You can also use the filters to be more specific, select only the day the contact called or an specific number to help narrow down the options:
