Fallback and outages

A fallback number gives calls another destination when the normal receptionist route cannot accept them. It is different from an in-conversation transfer to a colleague.

Set a fallback number

1. Open Phone as the account owner.
2. Enter a number you control and can answer.
3. Complete SMS verification using the code sent to that number.
4. Confirm the saved number is shown as verified.

The assigned Xaller.ai number cannot be its own fallback. Also check that the destination does not forward back to Xaller.ai through another line.

When fallback is used

Call setup failures, timeouts, or account call limits can prevent a call from reaching the agent. Where a verified fallback is configured, the service attempts that route. Without an eligible fallback, callers may hear an unavailable message. A call can appear as missed with a reason rather than as a completed conversation.

Fallback also covers a Xaller.ai outage. Your number keeps a backup route that forwards callers to your verified fallback even when the service that normally answers is down. After the service recovers, calls taken during the outage are added to Calls as missed calls with their reason, so you can follow up. A number you blocked can still be forwarded to you during an outage; it is recorded as blocked and sends no alert.

Fallback is not a guarantee that a person or voicemail will answer. It depends on the destination and telephone networks. If the initial carrier route never reaches Xaller.ai, your carrier’s own behavior controls what happens.

Prepare before an outage

• Test carrier busy/no-answer behavior and voicemail from a separate phone.
• Keep forwarding disable instructions available outside the dashboard.
• Make sure the fallback remains staffed or has useful voicemail.
• Review usage and billing notices before reaching a limit.

Recover the route

If customer calls are failing, disable forwarding at your carrier so your existing line can receive calls directly. Check the assigned number, account status, and missed-call reasons. Contact support with the time, timezone, and call ID if available. Re-enable forwarding only after a fresh test succeeds.