Who This Is For / When to Use
This article is for Kyrios admins and users managing phone numbers, call routing, and voicemail who are experiencing call drops, incorrect voicemail playback, or unexpected call forwarding behavior.
How to Tell Whether Incoming Calls Are Business or Personal
You can differentiate business calls from personal calls by passing the original caller’s number as the Caller ID when calls are forwarded.
How to Enable “Pass Called Number as Caller ID”
Go to Settings → Phone Numbers.
Locate the phone number and click the three-dot menu.
Select Edit Configuration.
Enable Pass called number as Caller ID.
Click Save.
Once enabled, forwarded calls will display the original caller’s number instead of the forwarding number.
Calls Drop Immediately After Dialing
Calls that disconnect immediately are usually caused by inbound or outbound call timeout settings being set too low.
How to Fix Dropped Calls
Go to Settings → Phone Numbers.
Click the three-dot menu next to the number.
Select Edit Configuration.
Increase:
Incoming call timeout
Outgoing call timeout
Set both values to 40–60 seconds.
Click Save.
Short timeouts (such as 5 seconds) do not allow enough time for the recipient to answer.
How to Check If a Phone Number or Account Is Suspended
A suspended phone number or account will prevent numbers from displaying or being added.
How to Identify Suspension
Go to Settings → Phone Numbers.
If no numbers appear, the account or number is suspended.
A warning message appears in the top-right corner indicating an unauthorized or blocked status.
Suspended accounts cannot add new phone numbers until the issue is resolved.
Calls Are Forwarding to My Personal Phone Number
Calls route to a personal phone number when a user is assigned as the call destination in staff settings.
How to Stop Calls From Reaching a Personal Number
Go to Team → My Staff.
Select the affected user.
Open Call & Voicemail Settings.
Unassign the phone number from the user.
Configure the correct forwarding number at the Phone Number level instead.
This ensures calls route through the intended business flow.
Voicemail Is Not Playing or the Wrong Voicemail Is Playing
Kyrios supports voicemail configuration at both the phone number level and the user level. Which voicemail plays depends on call routing and timeout settings.
Where Voicemails Can Be Configured
Phone Numbers → Advanced Settings → Voicemail & Missed Call Textback
Team → My Staff → Call & Voicemail Settings
The voicemail that plays depends on where the call is forwarded.
Call Timeout Settings Affect Voicemail Playback
Incoming call timeout duration determines which voicemail is triggered.
Recommended Timeout Setting
Set Incoming Call Timeout to 1 second for testing.
Longer timeouts (15–20 seconds) may cause the voicemail tied to the user’s personal number to play instead of the phone number voicemail.
Adjust the timeout, save, and test to confirm correct behavior.
How to Resolve Voicemail Conflicts (Step-by-Step)
Step 1: Verify Call Destination
If the phone number is assigned to a user, that user’s voicemail takes priority.
Unassign the number if the Voicemail & Missed Call Textback message should play.
Step 2: Adjust Incoming Call Timeout
Set timeout to 1 second.
Test the voicemail.
Increase incrementally to determine when voicemail routing changes.
Step 3: Re-Upload Voicemail Audio if Needed
Re-upload the MP3 or WAV file if voicemail does not play.
Ensure:
File is under 50MB
File is not corrupted
Supported formats are used
Compression tools can be used before re-uploading.