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Troubleshooting AI Dialer voicemail, call logging and call brief errors

Learn how to fix a problem recording or dropping a voicemail, logging a call, or loading the pre-call brief in the AI Dialer.

Gabe PirelaGabe PirelaPrincipal Product Manager

Learn how to fix a problem recording or dropping a voicemail, logging a call, or loading the pre-call brief in the AI Dialer.

Overview

Voicemail greetings and voicemail drops are recorded on the Dialer page in Settings. A voicemail drop is played to the person you are calling during a call. The call log is saved from the post-call panel. Each of these shows a notification when it fails, and most clear when you try again.

Fix a voicemail recording problem

  1. Open Settings and click Dialer. You need a dialer phone number first. See How to choose your dialer phone number.
  2. Make sure you are not already recording a greeting or a drop. Finish or cancel that recording first.
  3. Give a voicemail drop a name that is not blank and is not already used by another drop.
  4. Click Record Voicemail Drop or Record Voicemail Greeting and record after the beep.
  5. Click finish to end the recording. The dialer waits up to 10 seconds for the recording to complete before it saves what it has.
  6. If a message says the device was not found, reload GTM One and record again.

You can keep up to 20 voicemail drops. At the limit the record button is unavailable and a tooltip explains why. Delete a drop you no longer use to record another. See How to record a voicemail greeting and voicemail drops.

Fix a voicemail drop that fails during a call

  1. Check that the call is still connected.
  2. Choose the voicemail drop again in the dialer panel.
  3. If it fails again, end the call, reload GTM One and try on the next call.

See How to drop a voicemail during a call.

Fix a call that will not log

  1. Check that your internet connection is working.
  2. Click Log call again.
  3. If it keeps failing, copy your notes before you close the panel. Closing the panel before the call is logged asks you to confirm, so a log is not lost by accident.

See How to log a call in the AI Dialer.

Fix a pre-call brief that does not load

  1. Click Start Call without waiting if you are ready to call. The brief is optional and the call does not depend on it.
  2. To try again, close the dialer panel and click the call button again.
  3. If the brief never loads, contact ZoomInfo support and tell them the contact or company you called.

If you see an error

  • "This name already exists, please choose another name" Another voicemail drop has the same name. Choose a different name.
  • "Record name cannot be blank" A voicemail drop needs a name. Type one.
  • "A voicemail drop cannot be recorded when a voicemail greeting is in progress" Finish or cancel the greeting recording first.
  • "A voicemail greeting cannot be recorded when a voicemail drop is in progress" Finish or cancel the drop recording first.
  • "Limit of 20 Voicemail Drops" and "You have reached the maximum limit for voicemail drops" You already have 20 drops. Delete one to add another.
  • "Error recording voicemail" The voicemail drop could not be recorded. Try again.
  • "Error recording greeting" The greeting could not be recorded. Try again.
  • "Error editing voicemail title" The new name was not saved. Try again.
  • "Error deleting voicemail" or "Error deleting greeting" The recording was not deleted. Try again.
  • "Error getting user voicemail" The list of your recordings did not load. Reload the page.
  • "Phone Device UUID not found and there will be an error recording voicemails. Please reload and try again." The dialer did not register this browser tab, so it cannot record. Reload GTM One and try again.
  • "Failed to drop voicemail. Please try again." The drop was not played. Check the call and try again.
  • "Failed to log call. Please try again." The call log was not saved. Click Log call again.
  • "Failed to load pre-call intelligence. Please try again." The pre-call brief did not load. Place the call without it, or try again.
  • "Talking Points settings have not been updated" Your talking points choice was not saved. Change it again on the Dialer page in Settings. See How to set up talking points for your calls.

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