Troubleshooting Contact Routing Issues in VanillaSoft – Vanillasoft

If you or your users encounter issues with contacts not being routed within VanillaSoft, it may result in messages such as "There are no more contacts to be routed." To diagnose and find the reason, follow the steps outlined below. These steps cover essential areas like routing filters, calling periods, and flagged contacts, providing a comprehensive approach to troubleshooting and ensuring smooth operation.

Check Your Routing Filters

Navigate to Routing Filters: Go to the Routing Filters section and ensure no filters are blocking contacts from being routed.
Modify Filters: If any filters are causing issues, you can adjust the existing filter, unassign the filter from specific Callers or an entire Team, or delete the filter entirely. Be cautious, as changes might impact other routing filters and lead to further routing issues.
Related Articles: For detailed information on Routing Filters, refer to the Routing Filters Overview article.

Verify Your Calling Periods

Check Calling Periods: If Routing Filters are not the issue, check the Calling Periods section to ensure they are set up correctly.
Ensure Proper Setup: Verify that the calling periods match your routing schedule. Pay special attention to any restrictions, especially during lunch times, to confirm that the Calling Periods configuration is not causing routing problems.
Related Articles: For a guide on setting up Calling Periods, see the Setting Up Calling Periods in VanillaSoft: A Step-by-Step Guide article.

Use Flagged Contacts for Troubleshooting

Verify Contact Availability: If issues persist, use the Flagged Contacts section to check if there are available contacts to be routed. Examine how many contacts are available for routing and compare these values with your expectations. Remember that flagged contacts may not route immediately due to various factors.
Related Articles: For further assistance, consult our troubleshooting articles:

By following these steps, you can diagnose and resolve contact routing issues in VanillaSoft, ensuring efficient and effective contact management for your users. If you continue to experience issues after trying these suggestions, please reach out to our Technical Support team for further assistance.

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