Home Troubleshooting & Error Resolution Resolving Missing Authorization Code Auto-Population When Patching Calls to Client Cell Phones

Resolving Missing Authorization Code Auto-Population When Patching Calls to Client Cell Phones

Last updated on Jul 31, 2025

Overview

When patching a call from the Evo Console or softphone to a client’s cell phone, the authorization code should automatically populate to ensure proper billing. If this step is skipped or fails, calls may go unbilled or be misclassified, affecting reporting and client accountability.

Common Causes

  • Call is not routed through the correct billing flow or transfer method.

  • The system is not configured to inject the code on mobile forwarding.

  • Delay or misconfiguration in Dial Plan logic or patching script.

  • User performs a manual transfer instead of using the system-assigned patch option.

Resolution Steps

✅ 1. Check Call Flow or Patching Node

  • Go to Flows > Nodes > Patching or Transfer Settings.

  • Confirm that the flow includes the instruction to append or trigger the client’s auth code.

  • Make sure the destination type is recognized as "client mobile" so the code logic applies.

✅ 2. Verify Authorization Code Is Set in Client Profile

  • Navigate to Customers > Client Profile > Billing Settings.

  • Ensure the authorization code is saved correctly for the affected client.

  • If not set, the system will skip the injection during patching.

✅ 3. Check for a Custom Dial String

  • If patching to mobile uses a dial string or SIP URI, verify that it supports code injection.

  • Confirm that there's sufficient pause timing or delimiter (e.g., commas ,) if the system is meant to auto-enter a code.

✅ 4. Test the Patching Method

  • Try using a different patch method (e.g., blind transfer vs attended transfer).

  • Some methods may skip the embedded code logic if not fully integrated.

Workaround (Temporary Fix)

If this issue persists:

  • Have agents manually add the code after transfer.

  • Or use a speed dial or patch option that includes the code:

    Example: +639123456789,,1234 (where 1234 is the auth code)

Best Practices

  • Use standardized patching procedures with proper flow references.

  • Avoid manually dialing numbers unless specifically configured.

  • Train agents to confirm whether billing codes appear after the patch.

Need Help?

If this issue is recurring or affecting multiple clients:

  • Provide sample call logs

  • Specify which client and transfer method is affected

    Submit a ticket to Evo Support for further assistance.