Why Are My Call Center Users Not Receiving Inbound Calls While Staff Users Are?

When this happens, inbound calls will always route to Staff/Admin users, preventing Call Center users from receiving those calls.

🔍 Why This Happens

If the following conditions are true:

• Call Center users and Staff/Admin users are using the same phone number

• Inbound answering is toggled ON for both user types

➡️ The system prioritizes Staff/Admin users, and inbound calls will only ring to them.

✅ How to Fix It

You have two options, depending on how you want inbound calls handled:

🛠️ Option 1: Add a Separate Phone Number (Recommended)

Assign a different phone number to your staff/admin users 

• To follow through with this process submit a ticket here 

This allows both user types to receive inbound calls independently without conflict.

🔄 Option 2: Disable Inbound Calling for Staff/Admin Users

If inbound calls should only be handled by the Call Center:

1. Turn Inbound Answering OFF for Staff/Admin users

2. Leave Inbound Answering ON only for Call Center users

This ensures all inbound calls route directly to the Call Center but staff/admin users will not receive inbound phone calls. 

✅ Result

Once inbound answering is enabled for only one user type per phone number, inbound calls will route correctly and consistently.

💡 Best Practice

For accounts using both Staff/Admin users and Call Center users:

• Use separate phone numbers for each role

• Avoid enabling inbound answering for both user types on the same number

This prevents routing conflicts and ensures calls reach the correct team.