VoiceAI offers several options to customize the way calls reach your office and how your AI assistant handles various scenarios. All of these settings can be found on your Voice Hub page. To ensure optimal performance of your AI assistant and prevent call handling issues, it's important to avoid the common configuration mistakes detailed below.
Leasing Office Number causes loops
1. Leasing Office Number is EliseAI vanity number
Issue: When your Leasing Office Number is set to the same EliseAI vanity number that your AI assistant uses, the call will loop. The number used to call your office doesn't reach the onsite phones because it only connects to EliseAI's system. When our system detects this loop, we automatically have the AI take the call to prevent an infinite loop.
Impact:
- Callers will hear the EliseAI disclosure announcement repeat twice
- All calls will be forced to go through VoiceAI first, regardless of your intended call flow
- If your AI assistant attempts to transfer a call to this number, the call will fail and drop, resulting in lost communication with prospects or residents
2. Leasing Office Number forwards directly to EliseAI vanity number
Issue: Similar to the first issue, this occurs when your Leasing Office Number (which is often a tracking number) forwards directly to the EliseAI vanity number instead of to your office phones. The number routes directly back into EliseAI's system. Our system will detect this loop and have the AI take the call to prevent an infinite loop.
Impact:
- Any disclosures or announcement will repeat twice
- All incoming calls will be forced through VoiceAI first, bypassing your intended call routing
- Any transfer attempts to this number will fail and the call will drop
3. Leasing Office Number rolls over to EliseAI vanity number if no one picks up
Issue: In this configuration, your Leasing Office Number initially rings your team, but if the call is not picked up, it will roll over to the EliseAI vanity number. While this might seem like a good backup plan, it creates problems with call transfers.
Impact: When your AI assistant needs to transfer a call to your team and no one picks up, instead of handling the call according to your transfer fallback settings, the call will roll back to the AI and then drop. This creates a broken transfer experience and can lead to lost communication with important callers.
Leasing Office Number has a phone tree or automated recording
Expected:
Result:
Issue: Your Leasing Office Number is configured with an automated call tree or recorded message that answers before a live person can pick up. Your AI assistant registers this automated response as a successful connection, mistakenly assuming a human has answered.
Impact: Even if your team does not answer during business hours, your AI recognizes the automated system as an answer, so it won't join the call after the dial duration expires. This prevents proper handling of overflow calls and defeats the purpose of having your AI assistant available as a backup when your team is unavailable.
Emergency Escalations or Sequential Ring contact has a call tree or waiting room
Issue: Numbers listed in your Emergency Escalations or Sequential Ring routing plans have automated call trees, waiting rooms, or extended recorded messages before connecting to a person. EliseAI's system makes callouts using an automated process that cannot interact with or navigate through these menu trees.
Impact: During emergency situations or when calls need to be transferred quickly, our automated system needs to reach a live person who can directly acknowledge the escalation. With call trees in place, these automated callouts can't successfully connect to your designated contacts. As a result, important notifications fail to reach the appropriate staff members during transfers or escalations, which is particularly problematic for urgent maintenance issues or emergency situations requiring immediate attention.
By avoiding these common configuration issues, you can ensure your VoiceAI system operates smoothly and provides the best possible experience for your callers and your team.