Test and Troubleshoot Copilot Call Routing – Supermove Help Center

Copilot phone setup series: this is part 6 of 6.

Before You Connect Copilot to Your Phone System
Set Up Copilot Phone Settings
Connect Copilot to RingCentral
Connect Copilot to Dialpad
Send Missed or After-Hours Calls to a Voice Agent (RingCentral and Dialpad)
Test and Troubleshoot Copilot Call Routing (this article)

Overview

Test every route right after you change it, and use the table below if something doesn't work. Almost every problem comes from a number pointing to the wrong place, or one forward rule too many.

In this article, you'll learn how to:

Run a test call checklist
Fix the most common problems

Test call checklist

Use a phone that is not on your company phone system (a personal cell phone works well).

Call your main number during open hours. Choose each menu option that should go through Copilot.
Confirm you hear your normal greeting, then Copilot's recording notice.
Confirm the right people's phones ring in RingCentral or Dialpad.
In Copilot, open Calls and check the call shows In Progress, then Completed with a transcript.
Choose any menu options that should not use Copilot, and confirm they still go where they should.
Test closed hours (or temporarily change hours) to confirm calls reach voicemail or your Voice Agent.
Let a call ring with no answer, to confirm your unanswered-call route works.
Start an outbound call from Copilot to your own cell phone. Confirm your phone rings first, and the caller ID is the number you chose.

Fix common problems

What you see	Likely cause	Fix
Call rings or transfers forever and no one answers	A call loop: the queue or department Copilot sends calls back to also forwards to Supermove	Turn off that forward rule. In RingCentral, turn off Forward all queue calls on the fallback queue.
Call isn't recorded or doesn't show in Copilot	The menu option or route doesn't point to the Supermove queue number	Compare the number in your phone system with the queue number in Settings → Voice Setup → Inbound Calling.
Call shows in Copilot, but no phones ring	Wrong fallback number, or the fallback queue has no members	Check the Fallback column in Copilot, then the members of that queue or department.
Call goes to voicemail unexpectedly (Dialpad)	Routing points back on itself, so Dialpad falls back to voicemail	Make sure the department your team answers doesn't route to the Supermove number.
Second caller goes straight to voicemail (Dialpad)	Dialpad Departments don't queue calls	Use a Dialpad Contact Center for the fallback.
Can't enter an outside number in Dialpad	Routing to outside numbers isn't turned on	Contact Dialpad Customer Care to allow it.
Customer hears hold music on outbound calls	The rep's forwarding number is a shared queue	Use the rep's own direct number in Call Preferences → Forwarding.
Wrong menu option reaches the wrong team	Two options point to the same number	Trace each option's number back to its Copilot queue and phone system queue.

Best practices

Keep a simple map of each number: main line → menu option → Copilot queue → fallback → who answers.
Name Copilot queues after their route so they're easy to match in your phone system.
Re-test after any change to your phone system, such as new hires, new menus, or holiday hours.

⚠️ Important Notes

When you reply to support about a routing problem, include the time of a test call and the number you called. This helps us find it quickly.

FAQ

Why do I hear two recording notices?
Your phone system and Copilot may both play one. Turn off the one you don't need in your phone system's call recording settings.

Copilot was working and suddenly stopped. What changed?
Usually a routing change in RingCentral or Dialpad. Check recent changes to menus, queues, and business hours first.

Related articles: How Inbound Call Routing Works · Calls Page Overview

Need Help?

Reply to your support conversation, or email help@supermove.com.

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