Plan requirement
| Subscription | Any plan |
| Access | Admin |
Six tests before you publish the number. Everyone tests that the phone rings; almost nobody rings at eight in the evening to hear what happens.
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.
One thing to settle before test one: whoever is answering needs a voice role that can take calls. Agent and Team lead can; Admin cannot make or receive calls at all, so an administrator testing their own setup will hear it ring and be unable to pick up.
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.
A seventh, for whoever runs the network
The built-in voice diagnostics test the fallback path, the one that keeps audio alive when the direct route between browser and media servers is blocked. That test can fail while ordinary calls pass perfectly, and it does not mean nothing is wrong: it means the safety net is missing. Calls keep working until the day the direct path degrades, and then they stop, usually at the worst moment.
So run it once during setup and treat a failure as work to do, not as a false alarm.
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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