Calls aren't routing correctly via Lookup Table

[InvocaKnowledge]

Symptoms

• Call drops shortly after placing a call
• Calls are not routing as expected

Applies To

• Lookup Tables

Resolution

Lookup tables rely on a key attribute, the Lookup Field, to determine data appending and call routing. If you're encountering issues while configuring call routing through a Lookup Table, consider these troubleshooting suggestions to address dropped calls or routing errors:

1. Field No Longer Available: If you delete a Marketing Data Field, Signal, or modify their API names, the Lookup Table's ability to route calls or append data may be affected.

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2. Incorrect Marketing Data Field Formatting: Ensure that the Marketing Data Field's 'API name' formatting matches the header name in your Lookup Table. Avoid using the 'Friendly Name' of the Marketing Data Field in your spreadsheet header, as this can lead to issues. When uploading a file, it's advisable to select 'Download Template' during the Upload File step, as it includes both the friendly names and API names, eliminating the need for manual entry in your spreadsheet.

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3. Data Formatting and Accuracy: Proper data formatting is critical. Small errors or incorrect data formatting can disrupt this feature. For instance:

   1. Watch out for leading zeros in zip codes dropped due to Excel formatting.

   2. Ensure that URLs match the format captured in Invoca (e.g., "https://www.example.com " vs. "www.example.com").

4. Naming Conventions: Be cautious of using the same name for Marketing Data Fields as Signals or Invoca General Parameters. When naming conflicts occur, the Invoca platform prioritizes Signal values over General Parameter values, which, in turn, take precedence over Marketing Data Field values

   • Let's illustrate this with an example: If you create a Signal named 'revenue', it will register as 'False'. However, when you intend to utilize the Invoca General Parameter 'revenue,' which has a friendly name of 'Revenue (Sale Amount),' the expectation is to receive a dollar amount. Yet, in this scenario, the Signal 'revenue' takes precedence over the Marketing Data Field, potentially causing unintended outcomes.

5. API Name Updates: If you need to update a Marketing Data Field's API name, consider the broader consequences. Such changes can disrupt existing API calls, webhooks, or apps utilizing the field. This might also lead to breaks in data appending to Invoca objects, like Campaigns, Phone Numbers, or Profiles. If you need to edit a Marketing Data Field, please follow the steps in this article.

Cause

The Lookup field is not mapped correctly, which causes calls to route incorrectly.

Additional Information

If you have more than one lookup table in your account, check your other look-up tables to see if they are setting the same Lookup field. If two tables conflict with each other, that can lead to unintended routing. 

Another note: Invoca cannot route to another Invoca phone number, so please ensure your lookup table destinations aren't Invoca phone numbers.