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Kustomer Voice FAQ

Last Update: Nov 2024 • Est. Read Time: 4 MIN
To check plan availability, see the pricing page.

Here are some answers to popular questions regarding Kustomer Voice.

In this article

General questions

Q. How long do agents have to answer a Kustomer Voice call?

By default, agents have 30 seconds to answer an incoming call. If they don't answer within this timeframe, they will be marked as unavailable, and the call will be assigned to the next available agent. If a call goes unanswered for 2 minutes, it will be sent to voicemail (if configured). If voicemail is not configured, the call will be sent to the default queue.

Q. Why did the call not connect after an agent accepted it?

Calls will not connect if an agent's browser can't access their microphone. If an agent accepts a call without being able to access their microphone, the caller will hear hold music and cannot speak to the agent. For information on how to grant your Chrome browser access to the microphone, see this article. For other browsers, visit their help center.

Q. Can agents make an outbound call to an international number?

Yes, and this will be charged at the International rate. For more information on rates, see our pricing page.

Q. Do agents get time after a call that allows them to do wrap-up work before becoming available for the next call? 

After completing a call, an agent is automatically put in the “Busy” state and will not be routed any calls. To receive incoming calls, the agent must change their status to “Available”. 

Q. Can I port my existing number to Kustomer Voice? How much does it cost?

You can port your number at no extra charge. Please see our Port your number to Kustomer Voice article for details on how to do this.

Routing questions

Q: My Kustomer Voice calls are not routing correctly.

If voice conversations aren't routing as expected, check the following:

  • Is the Accept Kustomer Voice conversations field set to On for the queue?
  • Is the call going to the default queue? 
  • Are there any queue rules defined that apply to the conversation?
  • Is the agent on a team that is assigned to a voice-enabled queue? 
  • Does the agent have any open voice conversations assigned to them? 

Q: Do calls ever get routed to a default queue? 

While best practices are to send Kustomer Voice calls to specific, voice-enabled queues, calls that don't match any routing rule set up in your IVR will be routed to the default queue.

Note: Calls routed to the default queue cannot be answered since the queue doesn't have dialer permissions. After 2 minutes, the caller will be redirected to leave a voicemail (if configured). If you do not have voicemail configured, the call will end.

Calls will route to a default queue if:

  • You are not using an IVR and have not defined queue rules to route voice conversations to voice-enabled queues.
  • A caller enters an invalid input in the IVR menu. For example, they pressed 5, which is not a mapped option in the IVR.
  • A caller does not enter any input in the IVR menu and does not end the call 
  • A queue is not specified in the Transfer to an agent interaction for your IVR.

Q. How can I see if a call was routed to the default queue?

We recommend creating a search with the following conditions to watch for calls sent to the default queue so that they can be manually assigned to agents:

  • Conversation Queue is equal to Default Queue
  • Conversation Channels is equal to Voice

Q: What happens if a call comes in and agents are at capacity?

If a call comes in and an agent is at capacity, the call is routed to the next available agent. If an agent has capacity and declines the call, the call is routed to the next available agent.

Q: How does capacity work with Kustomer Voice calls?

Any open voice conversation (regardless of whether the call status is ended) takes up capacity. 

The capacity for voice is 1 conversation. However, there are situations where an agent can be over voice capacity, such as when an assigned voice conversation is reopened. Remember to mark the conversation as done to free up capacity for other incoming voice conversations.

Q: Can I route Kustomer Voice calls to agents even if they are at capacity?

Yes, you can route a voice conversation to an agent even if they are at capacity using the Route when over capacity setting. An example of when you may want to do this is if you have agents on a team that support both email and Kustomer Voice conversations and you want to ensure that calls are given a higher priority than emails. By turning this setting on, agents will be routed calls even if they are at capacity with emails. To turn this setting on, go to Settings   > Users > Teams, select the team you want to support this, go to the Routing Profile tab and turn on the Route when over capacity setting.

Q: Can I try Kustomer Voice even if I use a third-party voice provider? 

Yes, you can still try Kustomer Voice even if currently using a third-party voice provider app. To do so, follow the instructions for installing the Kustomer Voice App and set up teams and routing. Keep in mind the following information: 

  • We recommend against assigning the same agent to a team on both the third-party and Kustomer Voice apps. Since routing for these channels is separate, there’s a risk that an agent could simultaneously receive two live calls from each voice channel.
  • If you have a third-party voice provider queue in Kustomer (this depends on your setup), ensure that the Accept Kustomer Voice Conversations setting is turned off. This setting should only be turned on for a Kustomer Voice queue. You can find this setting by going to Settings > Platform > Routing and opening your queue.


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