Routing Protection
Truly uses a basic call forwarding mechanism to route calls to smartphones. However, enterprise workflows (eg: simultaneous ringing) can be broken by network issues or mobile phone voicemails 'answering'.
Truly’s Routing Protection mechanism prevents such issues by requiring a key press for inbound mobile calls. This verifies someone is there and ready to answer the call.
Key Press
Users will need to ‘Press 1’ to accept an inbound call. Inbound call behavior will be as described:
A caller dials the user’s number
The call is routed to the user’s cell
User’s cell rings
User answers and a message plays informing them that they have a call on their Truly phone and instructs them to press 1 to accept the call
User MUST press 1 to connect the call
There are several potential downsides to disabling Routing Protection for both direct and phone menu calls that you should consider:
Disabling routing protection for both phone menus and direct calls will result in calls being answered by someone's personal voicemail when the phone’s battery dies, or the phone is turned off. This means that the messages will not be captured by the user’s Truly voicemail or the inbound Phone Menu voicemail.
Turning off routing protection may result in misleading data being pushed to Salesforce since the call will be marked with a 'completed/answered’ status rather than a 'no-answer' status, as the system will detect the personal voicemail box as the recipient picking up.
When a call is answered by a personal voicemail, there is no voicemail recording pushed to Salesforce.
If you have any questions or issues, please reach out to the Truly support team at support@truly.co or by clicking your initials in the upper right corner in the desktop app and we'll be happy to assist!