Call forwarding from Phone.com to Upfirst should work seamlessly, but certain configurations, like call screening, may prevent calls from connecting correctly. Follow this guide to identify and resolve such issues.
Understanding the Issue
If call screening is enabled on Phone.com, the Upfirst voice agent will receive a "To accept, press 1" prompt but cannot interact with this request. As a result, calls won’t be connected properly. Disabling call screening ensures forwarded calls reach the Upfirst voice agent without any interruptions.
Steps to Disable Call Screening in Phone.com
To resolve this issue, follow these steps within your Phone.com admin portal:
Navigate to Administration > Numbers.
Locate the number being forwarded to Upfirst and select Edit.
Under Call Handling Rules, find the "Forward Call" rule and click the Adv button next to it.
Turn off the Call Screening feature.
Once you’ve completed these steps, save your changes. Forwarded calls should now connect directly to the Upfirst voice agent without issues.
Additional Tips
Check for any other forwarding rules that may conflict with Upfirst’s functionality.
Test the configuration by placing a test call to ensure the settings are applied correctly.
For further assistance, contact Phone.com support or refer to the Upfirst support resource library.