Diane missed a call — what now?

If Diane was supposed to answer a call and didn’t, here’s the triage order:

1. Check the call list in your dashboard. If the call is listed, she did answer — the caller may not have realized.
2. Check call forwarding on your own phone or carrier account. If forwarding accidentally got disabled (it sometimes happens after a phone provider change), calls bypass Diane entirely. Re-enable forwarding, then call your business number from a second phone to test it. Our call forwarding guide explains how it works.
3. Think about whether our voice provider had an outage. If it did during the call window, that’s the explanation. We don’t credit downtime caused by upstream providers, but we do investigate and switch providers if outages recur.
4. If none of the above, email me. Include the caller’s phone number and the approximate time. I check our call logs and tell you what happened.

For sustained outages caused by our own infrastructure (more than 4 hours in a calendar day), we credit your account. See the Terms section 8.