How to fix call forwarding disconnects for emergency menu options in Phones Pro

Problem

Callers are disconnected when they press a number on their keypad for an emergency. The call should forward to a representative but it rings and then cuts off.

Solution

Follow the steps below to verify and update call routing logic for emergency selections in Dialpad.

Adjust Call Routing

1. In Dialpad, go to your Admin Settings.

2. Go to Main Line > Business Hours & Call Routing.

3. Click Edit Call Routing to review the current configuration.

4. Review how calls are routed.        

   1. If calls are routed to an Ai Contact Center:                

      1. Go to AI Contact Centers.

      2. Select the appropriate contact center.

   2. If calls are routed to a Department:                

      1. Go to Departments.

      2. Select the relevant department.

5. On the department or contact center screen, go to Business hours & call routing > Edit Call Routing.

6. Scroll down to Fallback Options.

7. In the To an automated response menu numbers field, enter the phone number you want calls to forward to.

8. Double-check that the number is correct and matches the recipient's cell phone number.

Test Call Forwarding

1. Place a test call to one of the main line numbers.

2. Check if the call forwarding now works without disconnecting the caller.