For outbound calls
Confirm that the agent is saved, has a usable phone assignment, and is attached to an active campaign with eligible contacts. Then check the campaign schedule, daily limits, account readiness, and DNC or suppression status.
For inbound calls
Confirm that the public number is active and routes to the intended agent or callback behavior. If you forward another business line into GetsYou, place a controlled test call through that original number as well as directly to the GetsYou number.
What to include in a support ticket
Provide the agent name, contact or caller number, direction, approximate time, and what happened. A specific example can be traced; “calls are broken” usually needs another round of questions first.