I am unable to see the Call/SMS button. What is the reason for this?
There could be multiple reasons for the call button not showing up. Please try the following solutions:
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Verify your Twilio settings
- Go to Admin.
- Scroll down to RT Telephony Configuration.
- Under the Twilio Settings tab, go through all the steps to make sure everything is validated.
- Follow the instructions carefully. Click on the i button if you need help.
- Once everything is validated, repair and rebuild your instance (Admin – Repair – Quick Repair and Rebuild).
- Go to Admin.
- Scroll down to RT Telephony Configuration.
- Under the User Management tab, make sure the affected user has “outbound” or “both” selected from the Access dropdown.
- For messages, make sure “Allow Chatbox” is checked.
- Go to Admin.
- Click on Repair.
- Select Rebuild JS Grouping Files.
- After its completion, perform Empty Cache and Hard Reload (right click on the screen, click on Inspect, then right click on the reload button in the browser, and click on empty cache and hard reload).
For further assistance, contact us at support@rolustech.com.
Why am I unable to make outbound calls?
- Make sure that IVR settings for the affected user have “Outbound” or “Both” selected in the User Management tab in RT Telephony Configuration.
- Check your Twilio Configuration and make sure the phone number configuration in particular is validated properly.
- Check Twilio credit:
- Go to https://www.twilio.com/console.
- Check the balance field and make sure it’s more than $1.
- Try calling a number with a country code attached.
- Make sure the phone number you are trying to call doesn’t have any extra space or character in it.
For further assistance, contact us at support@rolustech.com.
The call status is not changing or incoming calls are not appearing in the CRM. Please help.
To resolve this issue, please verify the following:
Make sure your site URL is updated. Go to Admin – RT Telephony Configuration, and under Step II: Update Site URL, click on the button provided.
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Twilio Settings for Calls
Validate your Twilio settings for calls.
- Go to Admin – RT Telephony Configuration.
- Under Twilio Settings tab, validate the settings in Steps III through V.
- If the settings are not validated, follow the instructions in the i button for each step.
For further assistance, contact us at support@rolustech.com.
How can I view or set fields in the IVR settings?
- Go to Admin.
- Scroll down to RT Telephony Configuration.
- Click on the IVR Settings tab.
- Click on different Steps to edit different fields and configure the IVR settings.
For further assistance, contact us at support@rolustech.com.
Can callers leave messages if the call isn’t picked up?
Yes, RT Telephony provides voicemail functionality, but it must be enabled by the administrator in configuration settings.
For further assistance, contact us at support@rolustech.com.
How long can a voicemail message be?
Callers can record their messages for upto 3600 seconds (1 hour).
For further assistance, contact us at support@rolustech.com.
Can an incoming call be redirected to another user?
The user who is designated as the operator can forward calls to other available users.
For further assistance, contact us at support@rolustech.com.
How does the routing feature work?
Call routing enables the administrator to provide a secondary number for each user, so that the call can be redirected in the case they are offline, or taking another call, or simply do not attend the call. Admin can pick and choose if either of these scenarios triggers the re-routing of the call for each user.
For further assistance, contact us at support@rolustech.com.
Extension feature is not working during inbound calls. How can I resolve it?
Check that extensions are enabled. Go to Admin – RT Telephony Configuration – IVR Settings, and see that the Enable Extensions box is checked under Step II.
For further assistance, contact us at support@rolustech.com.
Can we set different extensions for different users?
Yes. Each user can be given a unique extension. If extensions are enabled, you can enter an extension number of your choice for each user in the User Management tab of RT Telephony Configuration.
For further assistance, contact us at support@rolustech.com.
What is the Request URL for setting up SMS?
Request URL is available in the RT Telephony Configuration – Twilio Settings section. Follow all the steps carefully to set up both SMS and Calls via Twilio.
For further assistance, contact us at support@rolustech.com.
Outbound messages have stopped working. What could be the reason?
Please make sure you have enough Twilio credit to place a message. Go to your Twilio dashboard to check your remaining balance.
For further assistance, contact us at support@rolustech.com.
Why is the SMS module not showing new messages in List view?
Please make sure that the Twilio SMS sync scheduler is running, and that cron jobs are working properly.
For further assistance, contact us at support@rolustech.com.
Can I send messages from my mobile phone to CRM contacts?
No. You cannot use a personal number to message a CRM contact, but you can call a contact from within the CRM with your personal number. If you verify your personal number in the Twilio Settings Step VII in RT Telephony Configuration Settings, that number will appear as an option when calling a contact.
For further assistance, contact us at support@rolustech.com.
Why are scheduled messages not getting placed?
This could be due to scheduler issues. Please check that the RT SMS Sync scheduler is running and that cron jobs are working properly.
For further assistance, contact us at support@rolustech.com.
I am not getting a message on my mobile phone whereas the status of that particular message is marked as ‘sent’ in the CRM.
Please make sure there is no issue in your mobile service provider because if status is ‘sent’ then the message has been triggered.
For further assistance, contact us at support@rolustech.com.
Can I send images?
No. Currently RT Telephony only supports text messages.
For further assistance, contact us at support@rolustech.com.
Can I send group messages from the CRM?
Yes, you can send messages to multiple recipients using RT Telephony. To do this, create a target list, add some contacts to it, and then using an SMS template, new or existing, schedule an SMS Campaign. The message will be sent to everybody on the target list at the scheduled time once you have run the campaign.
For further assistance, contact us at support@rolustech.com.
