Check your external lookups
See the outside systems a call can consult mid-call (for example an order or account system), and test that each one answers.
Where to find it
Settings › Routing rules › External lookups
Open this screen
Steps
- Open Settings › Routing rules and the External lookups tab.
- Read each lookup's Name, URL, Timeout and Last run.
- Press Test to call it now; the result says how fast it answered or what went wrong.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| Timeout | How long a call waits for the answer. A lookup that does not answer in time is treated as no answer. | — |
Troubleshooting
"No lookups configured."
No external lookup is set up for your organisation, or you are not an administrator or manager.
Tips
- A slow lookup never leaves a caller in silence: past its timeout the call goes on without it.
Good to know
- Lookups are listed and tested by administrators and managers only.