FAQ
What Happens in Activix?
Quick walkthrough of everyday phone situations with the VoysisOne Activix Integration. Here’s what you should see in Activix for each one.
Incoming calls
What happens in Activix when a customer who's already in the system calls and I answer?
Their lead pops open while the phone is still ringing. Once you’re talking, a communication lands on that lead. After you hang up, it gets finished with the call length.
What happens when a number Activix has never seen calls and I answer?
Activix makes a new lead and opens it as the phone rings. The communication goes on that new lead, then gets finished with the call length when you hang up.
What happens when an existing customer calls and nobody picks up?
Their lead opens during the ring. You won’t see a communication.
What happens when an unknown number calls and nobody answers?
A lead gets created and opened while it’s ringing. You won’t see a communication.
Will anything show up in Activix when a coworker calls my extension?
Nothing for a customer. Internal extension calls don’t open a lead or add a customer communication.
Outgoing Calls
What happens when I call an existing customer and they answer?
Their lead opens as you dial. Once you’re connected, a communication is added. Hang up, and it finishes with the call length.
What happens when I call a number that isn't in Activix yet and they answer?
Activix creates a lead and opens it when you place the call. The communication goes on that lead and gets finished with the call length when you hang up.
If I call an existing customer and they don't answer, or I hang up first, is the call still logged?
Their lead opens when you dial. When the call ends unanswered, an outbound communication still shows on that lead.
If I call a new number and nobody answers, does Activix still create a lead?
A new lead is created and opened. After it ends unanswered, an outbound communication is logged on that lead.
What happens when my call goes to voicemail?
The lead opens like a normal outbound. The call often shows as a completed conversation (sometimes with a tiny duration).
Transfers
When I blind-transfer a customer to a colleague, does the lead open for them?
Your coworker’s phone rings with the customer, and Activix should open that customer lead for them. If they pick up, the conversation gets logged as a communication.
When I do a warm transfer, why doesn't the lead open for my colleague right away?
During that quick internal check-in, Activix may not open anything for your colleague. Once they answer the customer after the handoff, the customer lead should open and the conversation gets logged as a communication.
What happens if I transfer a customer and my colleague never picks up?
The customer lead may open for the ringing colleague. You won’t see a communication if they never pick up.
Other situations
How are calls handled when they come in on a dedicated dealership or department line?
Brand-new customers may get tagged with the right division or source for that line. If the customer already exists, Activix reuses their lead and leaves their existing setup alone.
What should I do if a lead didn't open or the call history looks wrong?
Ping your admin or VoysisOne support with the time of the call and the customer phone number. That’s usually enough for them to dig in.
Common questions
Can the system tell the difference between voicemail and a real conversation?
Business SMS allows companies to send and receive text messages with customers using business-owned numbers—rather than personal phones.
Why isn't a missed incoming call logged as a communication, even though the lead still opens?
Personal phones create risk: lost conversations, lost clients, compliance issues, and no visibility when employees leave.