Loxo has multiple integrations for VOIP, and each provider manages call traffic slightly differently. Please consult with your VOIP provider directly for any questions on your VOIP account. Additionally, in cases of temporary outages caused by third-party providers like Twilio, call handling in Loxo may be disrupted, but rest assured that other Loxo functionalities remain unaffected.
If you are experiencing disruptions in Loxo's VOIP functionality due to third-party provider issues such as Twilio outages, you may refer to their status page for updates. Additionally, after disruptions are resolved, ensure to verify permissions, network stability, and other settings to recover functionality efficiently.
If you have integrated phone numbers with Twilio, Loxo will manage inbound traffic according to the rules listed below. You can even set up a custom Voicemail Greeting message as well, for calls that are missed in Loxo.
To start, let's define a few of the terms used in this article.
Loxo Agency Number: The Twilio number connected for your Agency. All team members can use this line.
Main Phone Number: Your organization’s number, typically provided during the sign-up process. This is an external number outside of Loxo/Twilio and may be a landline or mobile phone.
User Forwarding Number: A team member’s forwarding number, typically their own mobile or work number.
This article explains how inbound calls on Twilio-integrated numbers will be routed through your team in Loxo.
Inbound Call Routing for Teams with Twilio Integration
Where do my team’s incoming calls get routed?
If you are using Twilio as your VOIP provider, the following logic outlines the way that inbound calls are routed across your team when a person is calling the team’s Loxo Agency Phone Number.
In cases where a shared agency number is used for outbound communications, the displayed caller ID will always be the shared organization number, maintaining consistency in how the organization is represented.
If a team member has their own Twilio phone number integrated with Loxo and a person calls their direct line, then this routing does not apply. The incoming call will ring directly in that team member’s account if they have "Receive incoming calls in Loxo?" turned ON. If this setting is OFF, the call will be forwarded to the user's forwarding number.
When there is an inbound call to the Loxo Agency Number, the following sequence occurs:
First, Loxo directs the inbound call to the last team member who called the inbound number.
If that user is set to receive calls in Loxo, it will ring to that user and land in their voicemail if they miss the call.
Otherwise, it will forward to their forwarding number.
If that user's forwarding number is empty or if no user has called the inbound number, the call moves to Step 2.If Step 1 was unsuccessful, the second attempt directs the inbound call to the team member who owns the caller’s person record in Loxo.
If that user is set to receive calls in Loxo, it will ring to that user and land in their voicemail if they miss the call.
Otherwise, it will forward to their forwarding number.
If that forwarding number is empty or if there is no user set as the profile "Owner," the call moves to Step 3.If Step 1 and Step 2 are unsuccessful, or if the incoming number is not attached to any person profile in Loxo, the call will be directed to the Main Phone Number, which is the number in the account's main phone number field.
The main phone number is often provided at the time of sale on the contract. This is typically the main point of contact's number or an office line.
For example, let’s say that Josh and Joelle work for Just-in-time Recruitment.
They have 1-800-in0-time set up as their Loxo Agency Line, and they each have direct phone lines set up to call candidates. Their settings show the office landline as the main phone number. Betty Bopper is a candidate in their database, and Joelle owns the candidate profile for Betty.
Scenario 1: Josh called Betty Bopper about a great job she might like.
Betty missed Josh’s call, so she calls him back later.
Betty’s call will be routed to Josh's Loxo account because he was the last person to call Betty.
If Josh is not set to receive calls in Loxo, Betty will be forwarded to Josh's forwarding number.
If Josh doesn't have a valid forwarding number, Betty would then be rolled over to Joelle as the record "Owner."
Scenario 2: Betty has never been called by Josh or Joelle but received their email and wants to follow up via phone. Luckily, her phone number is already in her Loxo profile.
Betty's call will be routed to Joelle's Loxo account because Loxo recognizes the phone number, and Joelle is the owner of Betty's candidate record.
If Joelle is not set to receive calls in Loxo, Betty is directed to Joelle's forwarding number.
If Joelle doesn't have a valid forwarding number input, Betty will be rolled over to the business's main phone number.
Scenario 3: Betty has never been called by Josh or Joelle but received their email and reached out via phone. In this example, Betty calls from a number that is not attached to her Loxo profile.
Betty's call will be routed to the main business phone number, regardless of whether Josh or Joelle is set to receive calls in Loxo.
Betty will be able to leave a message that can be reviewed outside of Loxo.
Choose Where Inbound Calls to Your Personal Loxo Phone Number are Routed from Twilio
Loxo will follow the above logic when directing inbound phone calls to the Loxo account's Agency Phone Number. If the caller is dialing a number that is dedicated to a specific Loxo user, a number that is not shared amongst various team members, the call will only route to that user. You can direct those specific inbound calls to Loxo browsers or personal devices.
You can adjust this setting depending on your schedule as needed. Read below to learn how to route calls between your Loxo browser or personal device.
Choose to send calls directly to your own phone. This can be your cellphone, desk phone, etc.
Whatever number is saved under Settings > Teammates next to your name is the number that incoming calls will be routed to.
Account admins can change this number for you.
Choose to receive calls directly to your Loxo browser when you are working in Loxo.
To direct calls to ring in Loxo, go to Settings > My Phone.
Toggle 'Receive incoming calls in Loxo?' ON for incoming calls to ring and show in your Loxo tab for you to pick up. Note: Loxo must be allowed to use your microphone and pop-up windows for calls to ring in your browser.
When a call reaches its destination, if the "Receive incoming calls in Loxo" setting is toggled ON, and the call is missed or denied, it will go to that user's voicemail. They will be sent an email notification, and they can review the voicemail by clicking the three dots at the bottom of the navigation bar and selecting "Voicemail" under "Logs."
If you have this setting turned off, incoming calls will be forwarded to the user forwarding number you have saved under Settings > Teammates.
If there is no number set as the team member's user forwarding number, incoming calls will forward to the main phone number listed for the Loxo account.
Each team member must have their own unique user forwarding number. Numbers can be changed under Settings > Teammates or by reaching out to Loxo Support.
Troubleshooting Call Forwarding Issues
Additionally, disruptions may occasionally arise from third-party VOIP providers like Twilio. Users are advised to monitor the provider's status page during such events for real-time updates.
If calls are not being forwarded or received as expected:
Check the 'Receive Incoming Calls in Loxo?' setting in your account settings to ensure it matches your forwarding preferences.
Verify that the correct forwarding number is saved under Settings > Teammates next to your name.
If the feature still does not function, verify there are no third-party service outages.
4. If disruptions persist after a provider outage is resolved, verify microphone permissions under browser settings, ensure no internet stability issues, and restart your browser or app.
5. For unresolved issues, provide specific details to Loxo Support for further assistance.
Key Takeaway: Most Loxo calling issues result from third-party provider disruptions, making proactive monitoring and systematic recovery measures essential.
Important Notes:
You can change where calls are sent at any time and as often as you need. If you are working at the office and know you will be on your computer all day, then leave it on.
If you want to leave for the day but want to make sure you still get calls, turn it off so your calls can be routed to your cellphone!
If you want to receive incoming calls in your browser, make sure to set up your Voicemail Greeting under Settings > My Phone by clicking on "Record" and "Save."
Voicemails for Your Twilio Phone Numbers
If you have your settings so that incoming calls go to Loxo, then your voicemails will be saved in Loxo, not to your personal phone.
An incoming call will go to voicemail in the following scenarios:
User is offline (no active Loxo tabs).
User is already on a call.
User doesn’t answer after 20 seconds of ringing.
User rejects the call.
You can check your voicemails by clicking on the three dots at the bottom of the navigation bar and selecting Voicemail under "Logs." You will also receive an email notification when you have a new voicemail!
Text Messaging Limitations
Loxo does not support forwarding text messages to external phone numbers. All text communications are managed within the Loxo platform. However, users can configure email notifications for incoming text messages as an alternative alert mechanism.