Troubleshooting

Calling activates once your firm's phone calling account is connected and its call templates are set up. Until then the Voice tab stays empty, which is expected, not a fault. Most early questions come down to this, so it is worth keeping in mind as you read.

Frequently Asked Questions

Why Is the Voice Tab Empty?

Because calling is not connected yet. Voice Outreach cannot place calls until your firm's phone calling account is connected and its call templates are configured. An empty tab is the normal, expected state before that. Once calling is connected and calls are queued, they start to appear.

Does Voice Outreach Wait for Me to Approve Each Call?

Yes. Every call that clears the compliance review and the pre-call checks is held under Needs Approval and is dialed only when a person clicks Approve. There is no configuration that removes this step, and a call started by hand from an advisor's record goes through it too.

What Stops a Bad Call From Going Out?

Three layers, and they are cumulative. First, each brief is scored against your firm's compliance rules. Second, the structural pre-call checks must pass: a valid number and caller identity, the advisor not on your Do Not Call list, consent state where consent is required, the AI and recording disclosure present, and a configured call template. Third, a person approves the call before it is dialed. A call that fails the first or second layer never reaches the third.

There is also a master switch for dialing, off by default, which holds calls even after approval.

Does Approving a Call Re-Check Anything?

Yes. The structural pre-call checks are re-run when you approve, and again immediately before the call is placed, so a call is always checked against current facts rather than the ones recorded when it was first prepared. If a hard check has changed in the meantime, for example the advisor has been added to your Do Not Call list, the call is sent for review instead of placed and your approval does not override it.

The compliance review of the brief is not re-run. That one is a judgment on the wording of the call, and the wording has not changed since you read it.

Can I Approve Calls Outside Calling Hours?

Yes, and nothing is lost by doing so. A closed calling window means "not now" rather than "not allowed", so your approval is recorded and the call is marked Awaiting Calling Hours. It is placed when that advisor's window next opens, using the brief you approved. You do not need to come back to it.

Can I Reject a Call?

There is no Reject button. A call you do not want placed is one you simply do not approve; it stays held and is never dialed. If the same kind of call should never be attempted again, raise it with your operator so the trigger behind it is dealt with rather than the one call.

Is There a Chat Channel for Voice Outreach?

No. Voice Outreach does not post to a chat channel. Everything appears on the Voice tab of the Outreach page: the counts, the Needs Approval lane, the queue, recent calls, and the detail view for each call.

Can a Call Be Handed to a Person?

Yes. When the goal of a call is to connect the advisor with a human, Voice Outreach can warm-transfer the live call. The transfer is noted on the call's detail page.

What Are the Optional Call Types?

Extra call purposes beyond core outreach: meeting confirmation, speed-to-lead, dormant re-engagement, data verification, inbound qualifying, and internal escalation. They are all off by default and each is turned on one at a time when you decide you want it. Turning one on changes what gets queued; it does not change the approval step.

Common Issues

The Voice Tab Shows No Calls

1. Confirm with your operator that your phone calling account is connected and its call templates are set up. Before that, the tab is empty by design.
2. If calling is connected but the tab is still empty, check whether any calls have been queued yet. With no signal, record action, or operator-placed call, the agent has nothing to work on.
3. If you expected calls and see none, contact support@alpheous.com with the date and time you expected them.

I Clicked Approve and the Button Says "Approved, Dialing Is Off"

1. This is the master dialing switch being off, which is the default before a firm goes live on calling. Your approval was recorded and no call was placed.
2. The call stays under Needs Approval. It will not dial by itself once the switch is turned on.
3. Ask your operator to enable dialing, then approve the call again to place it. If dialing is supposed to be on already, contact support@alpheous.com.

A Call I Expected Was Not Placed

1. Check the Needs Approval lane first. The most common answer is that the call is waiting on a person, which is the designed behavior rather than a fault.
2. Then check the needs-review count. A call that failed a hard check is held there and never becomes eligible for approval. Open it to read the named reason: an invalid number or caller identity, a Do Not Call match, a consent state that does not permit the call, a missing disclosure, no configured call template, or a brief that did not pass your compliance rules.
3. If it is in neither lane, look for Awaiting Calling Hours: a call you approved outside the advisor's calling window sits there until the window reopens. That is not a failure state and it resolves itself.
4. Fix the underlying issue where there is one, such as correcting a wrong number, or leave the call if it should not be placed. If the reason is unclear, contact support@alpheous.com.

A Completed Call Has No Recording

1. Open the call's detail view. The transcript and outcome are saved for every completed call; a recording link appears when a recording is available.
2. Some results, such as a call that reached voicemail or ended very early, may not produce a recording to link.
3. If a recording you expected is missing, contact support@alpheous.com with the advisor and the time of the call.

An Optional Call Type Is Not Generating Calls

1. Confirm the call type has been turned on. The optional types are off by default and each must be switched on individually.
2. Confirm your phone calling account is connected; with nothing connected, no calls are placed regardless of which types are on.
3. Remember that an enabled type queues calls, which then wait for approval like any other. Check the Needs Approval lane before concluding nothing was generated.
4. If a type is on, calling is connected, and no calls of that kind appear in any lane, contact support@alpheous.com.