Monitoring After Go-Live

The first 48 hours are critical.

Supervisors and Admins should:

• Monitor transfer volume spikes

• Watch for repeated fallback transfers

• Validate no looping events

• Confirm caller ID consistency

• Review unknown transfer reasons

Early detection prevents prolonged instability.

Do:

• Keep telephony documentation updated

• Re-test after carrier changes

• Validate routing quarterly

• Confirm return lines remain clean

Do Not:

• Reuse forwarded non-emergency number as return line

• Modify forwarding without re-testing

• Disable caller ID logic without review

• Assume configuration works without live testing

Telephony errors can undermine otherwise correct automation.

Administrators must:

• Coordinate with carrier or PBX provider

• Validate forwarding rules

• Confirm return line configuration

• Test routing after configuration updates

• Document telephony architecture

Telephony stability is foundational to safe deployment.

Supervisors should:

• Confirm live transfers behave correctly

• Review early transfer calls in Triage

• Monitor routing anomalies

• Escalate repeated telephony-related patterns

Supervisors identify issues.
Admins resolve configuration.