Troubleshoot Google Voice automated attendant

If your experiencing problems with Google Voice’s automated attendants, you can use the security investigation tool to troubleshoot. The security investigation tool allows you to create an activity rule to send an alert when Auto Attendants are updated or experiencing problems.

Your access to the security investigation tool

• The security investigation tool requires a premium Google Workspace edition (Enterprise Plus, Enterprise Standard, or Education Plus).
• You can access logs using the Chrome browser for the Google apps you have installed. For example, Gmail.
• Your ability to run a search in the investigation tool depends on your Google edition, your administrative privileges, and the data source. If you're unable to run a search in the investigation tool for a specific data source, you can use the audit and investigation page instead. 
• You can run a search in the investigation tool on all users, regardless of the Google edition they have.

Auto Attendant Voice log events

Here are examples on how you can use Voice log event data to troubleshoot. To see Auto Attendant log data, choose the Event attribute, and then choose one of the values described below. To learn more about Voice log events and the security investigation tool, read Voice log events.

Event value	Description
Auto Attendant Deleted	Details of each time an admin deleted an auto attendant
Auto Attendant Published	Details of each time an admin changes an auto attendant
Missing Voicemail Recipient (Auto Attendant)	Couldn't record a voicemail because none of the specified recipients can get voicemails. Possible reasons include: Recipients accounts were deleted or suspended. Replace the users in the recipient list. Go to the auto attendant's Send to Voicemail section and add different people to the Voicemail recipients field. Recipients are over their email limit. If a user gets too many voicemails per hour, email delivery stops. Voice generates this event for every call when a voicemail isn't made because the list is empty
Transfer to User Failed (Auto Attendant)	Couldn't transfer a call because the specified person can't receive calls. Possible reasons include: User's Voice license was removed User's account was deleted or suspended Go to the auto attendant's Transfer the caller section, and add a different person to the Target user's email address field.
Voicemail Delivery Failed (Auto Attendant)	Couldn't deliver voicemail email to a specified recipient. Possible reasons include: Recipient's account was deleted or suspended. Replace the user in the recipient list. Recipient is over their email limit. If a user gets too many voicemails per hour, email delivery stops. Recipient's email inbox is full. User needs to free up their inbox space.
Voicemail Forward Failed (Auto Attendant)	Voicemail email couldn't be forwarded to a super admin. If a voicemail email can't be delivered to a specified recipient, it's forwarded to super admins so it's not lost.
Voicemail Received (Auto Attendant)	Details of each time a caller leaves a voicemail

Common automated attendant issues

To fix problems with an auto attendant, review this information or find the event in the Voice audit log.

Problem	Solution
Why won't my auto attendant transfer the call?	Go to the auto attendant's Transfer the caller section. User can't get calls for one of these reasons: User's Voice license was removed. User's account was deleted or suspended.
Why won't my auto attendant record voicemail?	Go to the auto attendant's Send to Voicemail section. An auto attendant can't record voicemail for one of these reasons: Users in the voicemail recipient list were deleted or suspended. If so, replace the users in the list. Recipients are getting too many voicemails per hour. Add new voicemail recipients or replace existing recipients.
Why can't a user get voicemail?	Go to the auto attendant's Send to Voicemail section. A user can't get voicemail for one of these reasons: Voicemail recipient's account was deleted or suspended. If so, replace the user in the list. Recipient is getting too many voicemails per hour. Replace the recipient. Recipient's email inbox is full. User needs to free up their inbox space.