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How to Forward Ooma Business Missed Calls to LeadTruffle
Learn how to route Ooma Office missed calls to LeadTruffle. Check Pro Plus shared external line support, configure the call path, and test text back.
Quick Answer
tl;dr: To send Ooma Office missed calls to LeadTruffle, first confirm that your plan and call path support the required external destination. Ooma documents a Pro Plus Shared External Line for external routing. Configure LeadTruffle, create the supported destination, and attach it to the appropriate call-handling path. Do not assume a universal no-answer toggle.
This guide will be used for the Ooma Office business phone service. Other home-phone products, such as Ooma Telo, have different instructions.
Before you begin: identify the Ooma call path
Look to see if a user, Ring Group, Virtual Receptionist, or Call Queue is reached by customers. The route is changed by altering the destination they will reach.
Ooma's user call-handling guide separates ringing devices, unanswered destinations and off-line external forwarding. A device that's offline is not the same as a phone that rings and goes to voicemail.
Ensure that the plan and external-routing is in agreement with your Ooma administrator. Before editing an existing route, save it.
Step 1: Configure LeadTruffle
Arrange missed calls and find out the assigned forwarding number. Include personal salutation and questions that the team wishes to ask.
For instance: โThank you for contacting us [Company], we are assisting another customer, please give us your name and what you are calling about.โ
LeadTruffle can capture available voicemail and send an SMS invitation to an eligible caller. With consent in place, AI can collect service needs, property location, and requested timing. A missed call does not guarantee an SMS, booking, or dispatch.
Step 2: Add an available shared external destination
If you are an eligible Pro Plus account, follow Ooma's Shared External Line instructions.
- Sign in to office.ooma.com as an administrator and open Settings.
- Choose Add โ Shared External Line.
- Name the destination and enter the assigned LeadTruffle number.
- Review Required key press on answer with your administrator and LeadTruffle; an automated destination must not be blocked by an acceptance prompt.
- Save.
If this feature is not available, request from Ooma which external-routing method your account supports. Please do not alter the main number's route until the destination is sure it can receive the calls you are trying to place.
Step 3: Connect the intended missed-call path
Access the call-handling settings for the user and/or group to whom the public business calls are directed. Check its ring time and unreachable destination.
Ooma's Ring Group guide documents the ringing pattern and where unanswered calls go. Only select the external destination created if it is provided for that path. If it is not specified, ask if Ooma can verify what is being supported.
If you want to deal with missed calls, leave the staff answering path in its current position. Routers that route all calls will take an alternative route. Review after hours activity through the appropriate business routing.
Step 4: Test the full customer experience
Call your published Ooma business number from a separate mobile phone and let it go unanswered. Confirm that it reaches the LeadTruffle greeting rather than Ooma voicemail or another device's voicemail.
Leave a short service message. Review the text invitation, respond as indicated and then review the conversation.
Also perform a normal test call to ensure that calls are still being received on your team. If you have set up after-hours routing and/or after-hours offline behavior, check these separately. Only save the settings as a working set if those conditions work as desired.
What happens after a missed call?
A homeowner calls for service while your staff is servicing another customer, and leaves a message for you about a leaking faucet. The invite to send a text forward can be influenced by available voicemail context. Once consent, the chat may ask for the address and the time requested.
Your team can see all those details and when supported CRM integrations are configured they can use them. Only when data automatically flows into the CRM database does a CRM connection exist.
Troubleshooting and rollback
If the call is still in Ooma, look at the actual receiving user/group and unanswered destination. If the call is never received by the external destination confirm the number and any acceptance prompt. If all calls are not routed to the team, check to see if immediate forwarding was set.
If the call is received without text, LeadTruffle should test whether the caller number is available, whether the SMS is eligible, and the SMS configuration.
If there is a problem, restore the previous call-handling destination, and test that staff and voicemail functions as expected.
FAQs
Can every Ooma Office plan forward missed calls externally in the same way?
Do not assume that. Verify the supported path for the particular plan and extension type before making routing changes.
Do customers need to call a new business number?
They can still dial the published Ooma number. Calls that meet the configured forwarding condition are routed to the assigned LeadTruffle destination.
Is offline forwarding the same as missed-call forwarding?
No. Offline forwarding handles a different condition and should be tested separately from a ringing call that nobody answers.
Can I use AI voice answering instead?
The AI Voice answering service can be set up as a specific service, verified, and tested, and provides the support for the Ooma route.
Choose an Ooma Office route your account supports
An external destination is useful only when the receiving user or group can route calls to it. Confirm your Ooma Office plan, the available call-handling path, and any answer-keypress setting before relying on the handoff.
Book a demo to discuss those account details and the LeadTruffle greeting or text-back experience you want to test.
