If you can make outbound calls but cannot receive inbound calls, it is an indication that your hardware and network are working properly and that your line or extension are active. The problem, therefore, is most likely with a software or telephone setting.
Here are several possible causes and solutions:
- Forwarding may be enabled on either your physical phone or the TeleConsole version you are using, sending inbound calls to another number or extension.
To disable forwarding refer to the profile screen of the TeleConsole's web version, or the setting screens of the mobile Android version or mobile iOS version.
You can also check and possibly disable forwarding from your physical phone. Depending on your phone model refer to our Polycom VVX phones features, Yealink phones features, or Cisco phones features.
- DND, Do Not Disturb, may be active on either your physical phone or the TeleConsole version you are using. When DND is active your calls will go directly to voicemail. Try calling yourself and check if you receive a voicemail in your mailbox or check your email if you have the Voicemail to Email feature enabled.
To disable DND refer to the relevant TeleConsole version for web, Android, iOS, or Desktop for Windows.
If you are using a physical SIP phone you can disable DND directly from it. We have instructions of how to do this for all the phones we support (as well as discontinued ones) on this support portal. For a complete list of phone user guides access the portal home pages (by clicking the Telebroad logo on the top-left or by following this link) and select the Telephone User Guides button.
If you have your account running on both the web TeleConsole and a mobile app than calls will ring on both. You can also set DND separately on either to have calls ring just on one destination.
If you don't have DND on your mobile app, but calls still go to voicemail, check that your device own DND (and not the TeleConsole's) is not activated. This can change from device to device and even from one iOS or Android release to another.
On most Android devices you will find it in the status bar or in the settings (long press the status bar icon will open the settings).
On some Android devices you can turn it off and on with the volume keys (when the volume is reduced down to mute).
- If the problem is not with DND or call forwarding, it is possible that your phone line has been included in a hunt group in a way that call distribution for the group is excluding your line from receiving calls by mistake. To check on this and solve it you need to talk to your phone system administrator.
- It is uncommon, but the same telephone number may be used for two different devices and possibly a wrong settings send calls only one of them instead of ringing them both. This is again something you need to resolve with your phone system administrator.