Calls, numbers and messages
Start with the checklist at the top of the number's Activate & Test tab: the channel must be on, the number verified, and someone set to answer. Most problems are one of these three.
Calls
My own phone rang when I called my number
My own phone rang when I called my number
Forwarding is not on yet. Dial the code again on the phone that has the number and wait for the operator's confirmation. With "When you do not answer", your phone rings for about 20 seconds first; that is expected. If the code is refused, your operator uses its own codes or app: ask them to forward the number to the entry number.
I hear a busy tone or "number not available"
I hear a busy tone or "number not available"
Check that Voice is on and the number is verified. Check the code contains the entry number exactly, with the country code. Some packages do not allow forwarding; ask your operator to enable it.
The call connects but nobody speaks
The call connects but nobody speaks
Make sure the main answer is an AI agent and the rule is on. Test the agent in its editor: it needs a voice and at least one language. If the First Message is empty, the agent waits for the caller to speak first: say hello. Wait a minute after a change and call again.
The wrong agent or the wrong greeting answered
The wrong agent or the wrong greeting answered
An exception matched your call; exceptions are checked top first. Test from a phone no exception matches, or switch the exception off while you test. Check also that you are in the right Touch Identity.
Exceptions by caller number or contact never match
Exceptions by caller number or contact never match
Your office phone system may hide the caller's number when it forwards. Ask your operator or phone system admin to keep the caller's own number on forwarded calls.
The screen says the entry number for my country is still being set up
The screen says the entry number for my country is still being set up
Contact Tegsoft support and we will give you the entry number for your country.
How do I stop forwarding?
How do I stop forwarding?
On a mobile, dial ##002# and press the call key. On a landline or office phone system, ask your operator or admin.
Numbers and verification
My number cannot be saved
My number cannot be saved
Use the international format with + and the country code, for example +905321234567, not 05321234567. The same number cannot be added twice to one Touch Identity.
The verification code does not arrive
The verification code does not arrive
Try another method: Voice reads the code out in a call and works on landlines. Check the number's digits. A code is valid for one day. If no method works, contact Tegsoft support and we can verify the number for you.
My verified number became Unverified
My verified number became Unverified
Its digits were changed. Verify it again. Changing only the channels keeps the verification.
A card says Nobody answers yet
A card says Nobody answers yet
That channel is on but has no main answer, so customers on it get no reply. Click Set up routing and choose an AI agent, or switch the channel off.
WhatsApp and SMS
No reply comes back to my test message
No reply comes back to my test message
The number must be connected first: registered with WhatsApp Business for WhatsApp, or connected to an SMS provider by Tegsoft for SMS. Check that the channel is on and an AI agent answers it. Wait a minute after a change and send another message.
WhatsApp registration says the number is already in use
WhatsApp registration says the number is already in use
The number is on the WhatsApp or WhatsApp Business app on a phone. Back up the chats, delete that WhatsApp account in the app, then register again.
The reply came from the wrong place
The reply came from the wrong place
An exception matched your message. Exceptions are checked top first; test from another phone or switch the exception off.
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- Calls, numbers and messages