FAQ & Troubleshooting Handling Calls FAQ

Handling Calls FAQ

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The most frequently-asked questions we receive regarding call handling.

Table of Contents


Can I customize the default IVR prompts and recordings?

Yes, you can! The IVR Sound Library worksheet allows you to upload customized IVR sound sets. See IVR Sound Library.


I cannot hear the other party and/or my microphone isn’t working


How Does the Dialer Choose What Number to Initiate Calls With?

By default, if there are more than one phone number set as an outbound caller ID, the dialer will randomly choose a number to be used. See Dialing Modes.


Why the call starts automatically without the agent accepting the call?

The automatic answer function may be enabled. See To Enable or Disable Automatic Answer.


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