Set Up and Troubleshoot myKaarma Calling and Call Routing

myKaarma Calling lets dealership users call customers while keeping the interaction connected to the customer’s communication history. Depending on dealership configuration, incoming calls may route to an advisor, department, group, or fallback destination.

Important: Calling and routing behavior may vary based on user settings, dealership configuration, routing rules, and the dealership’s phone or VoIP provider.

Before You Begin

Confirm that:

1. The user is active and assigned to the correct dealership and department.
2. The user’s profile contains the correct direct or mobile number.
3. The user has voice-calling authority.
4. The customer has a valid phone number eligible for calling.
5. Call-routing and recording settings are configured.
6. Desk phones or third-party VoIP systems are operating normally.

Set Up Outbound Calling

1. Verify the User’s Phone Number

Navigate to:

Settings → Users → Manage Users

Open the user and confirm:

• The user is active.
• The correct dealership, department, and role are assigned.
• The direct or mobile number is current.

When a user starts a call, myKaarma normally calls the user first, then connects the customer. If the user’s phone does not ring, check the profile number first.

2. Verify Calling Authority

The user must have voice-calling authority.

If the call button is missing, disabled, or displays an authorization error, review the user’s role and permissions. A manager with user-management access may be able to update them. Otherwise, contact myKaarma Support.

3. Verify the Customer’s Phone Number

Confirm that:

• The number is correct and belongs to the customer.
• The number is eligible for calls.
• A preferred number is selected when appropriate.
• The customer has not asked the dealership to stop calling it.

When multiple numbers are available, myKaarma may use the preferred eligible number.

4. Place a Test Call

From the customer conversation:

1. Select the phone or call icon.
2. Choose the correct test number, when prompted.
3. Start the call and answer your phone.
4. Wait for myKaarma to connect the customer.
5. Confirm the call appears in the customer’s communication history.

Use only a phone number you are authorized to call.

Understand Incoming Call Routing

Incoming calls may route based on:

• The advisor assigned to the customer, appointment, or repair order
• The conversation owner or delegate
• Department or group membership
• User availability and active status
• Overflow or after-hours rules
• External phone-system configuration

Advisor, Group, and Department Routing

When advisor-based routing is enabled, returning customers may be directed to the advisor connected to their active relationship, appointment, repair order, or conversation.

A call may instead ring a department or multiple users when:

• No eligible advisor is identified.
• The advisor is unavailable or inactive.
• The advisor has no valid routing number.
• Overflow routing is triggered.
• The customer cannot be matched.
• Department-wide ringing is configured.

Inactive or Disabled Users

When a user leaves or becomes inactive, review:

• Their active status and DMS mapping
• Conversation ownership and delegation
• Routing groups and destinations
• Open conversations still assigned to them
• The intended fallback manager or department

Deactivating a user may not automatically transfer every conversation or routing relationship.

Overflow and After-Hours Routing

Dealerships may use different routing when advisors do not answer, departments are closed, or an answering service is enabled.

Before requesting a change, document:

• Business hours
• Departments affected
• Primary, overflow, and after-hours destinations
• Ring duration
• Whether phones should ring simultaneously
• Users who should be excluded

Example:

During business hours, route matched customers to their assigned advisor. If unanswered, route the call to the service BDC. After hours, route service calls to Service Concierge.

Call Recording

Call recording depends on dealership-level and user-level settings.

Confirm that:

• Recording is enabled for the dealership.
• The user has recording authority.
• The user is not configured to bypass the recording greeting.
• The call was placed through myKaarma.
• The call connected successfully.

Dealerships are responsible for following applicable call-recording and consent laws. Requirements may vary by location, so consult your legal or compliance team.

Caller ID

Customers may see a myKaarma number, dealership number or name, an unavailable name, or a carrier-generated spam warning.

Caller-name display is partly controlled by carriers and customer devices. Updating caller ID information does not guarantee that every carrier will display the dealership name.

When reporting a caller-ID issue, include examples of the called number, carrier, and displayed name.

Troubleshooting Outbound Calls

The Call Button Is Missing

Check:

• User calling authority
• Role and department
• Dealership calling configuration
• Whether the customer has a callable number

The User’s Phone Does Not Ring

Check:

• The phone number on the user profile
• Do Not Disturb or unknown-caller blocking
• Mobile or desk-phone service
• Whether another number is stored on the profile

The Call Remains on “Dialing”

1. End the attempt and retry once.
2. Refresh or restart myKaarma.
3. Confirm the user has internet access and can receive normal calls.
4. Check the myKaarma System Status page.
5. Test another user and customer number.

Include the exact date, time, and time zone of failed attempts when contacting Support.

The Customer Does Not Receive the Call

Check the selected number, customer call eligibility, carrier or spam blocking, voicemail service, and any alternate eligible numbers.

The Call Is Not Recorded

Check dealership recording settings, user authority, whether the call was placed through myKaarma, and whether the call connected successfully.

Troubleshooting Incoming Call Routing

The Call Rings Every Phone

Possible causes include:

• No advisor was identified.
• Group ringing or overflow is configured.
• The advisor is inactive, unavailable, or missing a valid number.
• Caller information was not passed by the phone provider.
• A temporary service incident is affecting routing.

Test with a known customer, an active appointment or repair order, and an active advisor with a verified phone. Document which phones ring and in what order.

The Call Goes to the Wrong Advisor

Review:

• Repair-order and appointment advisor
• Conversation owner, followers, and delegates
• Duplicate customer profiles or shared phone numbers
• User status, DMS mapping, and department membership

A Former Employee Still Receives Calls

Review the user’s active status, stored phone number, DMS mapping, assigned conversations, delegation, and routing-group membership. Then place a controlled test call.

Incoming Calls Show No Customer Information

Confirm that:

• The caller’s number is available and matches the customer profile.
• The external phone system is passing caller ID.
• The customer does not have duplicate profiles.
• No platform incident is in progress.

If multiple users or dealerships are affected, check the myKaarma System Status page before changing configuration.

Before Contacting Support

Collect:

• Dealership name and dealer ID
• Department and users affected
• Whether the issue affects inbound calls, outbound calls, or both
• Exact dates, times, and time zones
• Masked customer and phone-number details
• Expected and actual routing behavior
• Which phones rang and whether the call was answered
• Whether a recording was created
• Screenshots of settings or errors
• Whether the issue affects all or selected users and customers
• Whether it can be reproduced
• Phone carrier or VoIP provider, when known

Example Support Request

At Dealer 1234, matched service customers should route to the advisor assigned to the active repair order. On July 30 at 10:15 a.m. Eastern, a known customer assigned to Advisor A rang all service phones instead. Advisor A was active and available. The same behavior occurred with a second customer at 10:22 a.m. Screenshots and masked phone numbers are attached.

Two or more exact examples can significantly reduce investigation time.

Recommended Maintenance

Review calling configuration whenever users, departments, phone numbers, business hours, overflow coverage, phone providers, or answering-service settings change.

A quarterly review of active users, phone numbers, delegation, departments, and routing destinations can prevent many common issues.