Plan requirement
| Subscription | Any plan |
| Access | Admin |
Six tests before you publish the number, and the two that people skip are the ones customers find.
The six
- A call in hours. It rings, an agent answers, both hear each other, a ticket appears.
- A call with nobody available. Voicemail plays, a message can be left, a ticket appears with the recording.
- A call outside business hours. The right greeting plays.
- The queue. Two callers at once, with one agent. The second hears hold music and what you configured.
- An outbound call, if agents make them. Check what number the customer sees.
- From a mobile, not just a desk phone. Different path, different audio.
The two people skip
Numbers two and three. Everyone tests that the phone rings; almost nobody rings at eight in the evening to hear what happens.
Those are the calls where a customer decides whether you are organised, and they are the ones with a recording of exactly what they heard.
Listen as the caller
Greetings recorded on a laptop sound different on a phone. Hold music can be far too loud. Call your own number and listen to the whole thing before anyone else does.
Check the ticket afterwards
Right requester, right group, recording attached if you record. A call that connects but produces a ticket with no caller is worth finding now.
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