Call Not Launching to a Phone Number Associated with Multiple Accounts
Troubleshooting misrouted or failed calls using lookup module and multi-match connectors
Written by Pat Parkhill
Updated at August 4th, 2025
When an agent dials a phone number that is associated with multiple accounts, the call ends instead of progressing with the first account matched in the lookup module. The following solutions may fix this issue:
Build Contact Flows with the Lookup Module
- Use the lookup module to route the multiMatch event connector to other modules besides another lookup. This reduces the amount of time a caller spends in the IVR and the overall calls that drop before getting into the queue.
- If the caller is required to enter a value in the IVR, map a contact flow variable value to the Variable Used for Lookup field, else the call may disconnect.
Info
Do not map system variables as lookup variables because they might not always capture the value accurately, and could result in the lookup not finding a value.Configure the multiMatch Connector
If the call flow uses the older phone and account lookup modules, try the following options:
- Configure a multiMatch contact flow event connector that prompts the caller to enter their account number for further validation. Route this connector to the account lookup module.
- Edit the Multi-Match Prompt Phrase value in the lookup module to inform the caller that there are multiple matches for their phone number.
Info
When a multi-match call reaches an agent, their Screen Pop displays all the associated accounts. The agent should talk to the consumer to understand which account they called in about. On selecting the correct entry, the Screen Pop displays data tied to that account. Use the gear icon to customize the preview fields that are visible to agents.