Calls Not Reaching Voice AI After Forwarding in Eve

Last updated: March 10, 2026

Overview

This article resolves issues when calls forwarded to Eve's Voice AI are not being answered or processed. This occurs when the forwarding rule in your phone system is misconfigured, when the Voice AI phone number is incorrect, or when your phone provider does not support forwarding to external numbers. It affects intake calls that should reach the Voice AI during after-hours or overflow periods.

Before You Start — Diagnosis

Confirm the following before attempting any fixes:

  • You have the correct Voice AI phone number from Eve (found in Integrations > Voice AI section)

  • You have created a forwarding rule in your phone system that points to the Voice AI number

  • You have tested by placing a call to your intake line during the time when forwarding should be active

  • You can verify whether the call reached your phone system at all (check your provider's call logs)

Fixes

Possible Cause: Forwarding Rule Points to Wrong Number

Cause: The forwarding rule in your phone system is configured with an incorrect Voice AI phone number, or the number was copied with extra characters or formatting.

Steps:

  1. Open your Eve account and navigate to Integrations

  2. Locate the Voice AI section and copy the Voice AI phone number exactly as shown

  3. Open your phone system's admin panel (Zoom Phone, Dialpad, RingCentral, or your provider)

  4. Locate the existing forwarding rule for your intake line

  5. Compare the destination number in the rule to the Voice AI number from Eve

  6. If they do not match exactly, update the forwarding rule with the correct number

  7. Save the rule and wait 2–3 minutes for the change to propagate

  8. Place a test call to your intake line to confirm it reaches the Voice AI

Expected Outcome: The test call is answered by the Voice AI, and the caller can interact with the agent. After the call, a new lead or summary appears in Eve for your team to review.

Possible Cause: Phone Provider Does Not Support Forwarding to External Numbers

Cause: Some phone systems restrict call forwarding to internal extensions only, or require special configuration to forward calls to numbers outside your organization.

Steps:

  1. Contact your phone system provider's support team or check their documentation for "external call forwarding" or "forwarding to outside numbers"

  2. Ask whether your account or plan supports forwarding to external phone numbers

  3. If external forwarding is available but requires activation, request that it be enabled for your intake line

  4. If your provider does not support external forwarding at all, ask whether they support SIP forwarding or other alternatives that would allow routing to Eve's Voice AI

  5. Once external forwarding is confirmed or enabled, update your forwarding rule with the Voice AI number from Eve

  6. Place a test call to confirm the Voice AI answers

Expected Outcome: Your phone provider confirms that external forwarding is enabled, and test calls to your intake line are answered by the Voice AI.

Possible Cause: Forwarding Rule Is Not Active During Expected Hours

Cause: The forwarding rule may be configured with time-based conditions that do not match when you expect the Voice AI to answer calls, or the rule is disabled entirely.

Steps:

  1. Open your phone system's admin panel and locate the forwarding rule for your intake line

  2. Check whether the rule has time-based conditions (for example, "forward only after 5 PM" or "forward on weekends")

  3. Verify that the current time and day match the conditions set in the rule

  4. If the conditions do not match your intended after-hours or overflow schedule, update them to reflect when you want calls routed to the Voice AI

  5. Confirm that the rule status is set to "enabled" or "active"

  6. Save any changes and wait 2–3 minutes

  7. Place a test call during a time when the rule should be active

Expected Outcome: The forwarding rule is active during your intended hours, and test calls placed during those hours are answered by the Voice AI.