Advanced TeleCosole Troubleshooting
If you can make outbound calls but cannot receive inbound calls, it is an indication that your hardware, network, and phone line(s) are active and working properly. The problem, most likely, is with a software or telephone configuration.
We have specific articles dealing with this situation for the Android, iOS, and Windows/macOS/Web versions of the TeleConsole discussing problems such as TLS encryption, firewall permissions, conflicts with other apps, system call blocking, routing calls to a SIP phone, and more.
Common Causes and Solutions
Before trying the more advanced troubleshooting, you should first consider the following common causes and solutions.
Forwarding
Forwarding may be enabled on either your physical phone or the TeleConsole client you are using, sending inbound calls to another number or extension.
To disable forwarding refer to the settings screen of the Windows/macOS/Web, Android, or iOS versions.
You can also control forwarding from your SIP phone. Refer to the relevant Poly, Yealink T4 series and T5 series, or Yealink conference and DECT phone guide. If you have an older phone refer to forwarding guides in this discontinued phones section.
TeleConsole Inbound Call Handling
This is similar to forwarding, but instead of sending your calls to another number or extension the TeleConsole app has an option to route your calls to another device. The idea is to give you answering calls from either the TeleConsole or a physical SIP phone.
If you don't have a desk phone but accidentally enable this option, then you will not be able to answer calls on the TeleConsole as calls will be handled on a non-existing device and will go to voicemail.
You can enable or disable the feature from the Account Options of desktop TeleConsole clients (The mobile versions are not presently supported.) When enabled, your profile icon appears with an orange status (
) and a red banner at the top of the screen reminds you that calls are routed to your desk phone.
Do Not Disturb
Do Not Disturb (DND) may be active on either your physical phone or the TeleConsole version you are using, sending calls directly to voicemail. Try calling yourself to see if you receive a new voicemail in your mailbox or by email if you have the Voicemail to Email feature enabled.
Disabling DND on the Teleconsole
To disable DND refer to the relevant TeleConsole version for Android, iOS, or Windows/macOS/Web.
If you have more than one line on your account, note that for the Android/iOS versions DND applies to all lines while for the Windows/macOS/Web versions DND can be enabled or disabled for each line separately.
If you use your account on more than one device, DND applies to each device separately – disabling it on one device has no effect on the other devices. If your account is running simultaneously on the Windows/macOS/Web, or the mobile TeleConsole apps then calls will ring on all logged-in TeleConsole clients.
Disabling DND on SIP Phones
You can disable DND directly from your physical SIP phone if you are using one. Refer to the relevant Poly, Yealink T4 series and T5 series, and Yealink conference and DECT phone guide. If you have an older phone refer to DND guides in this discontinued phones section.
Disabling DND on Mobile Devices
If you are using a mobile TeleConsole client and DND is disabled on it but calls still go to voicemail, check that your mobile device's own DND mode is not activated.
While this can vary between devices and even system software releases, on Android devices you should find DND in the Quick Settings menu, accessed by swiping down from the top of the screen (you may need to swipe twice if the first swipe only shows notifications).
Tap the DND icon to toggle DND on and off. Long press it to access additional DND options like setting a schedule for activating DND. Besides the moon icon shown here another common icon used for DND is 
.
On some Android devices, you can also turn DND on with the volume keys by bringing the ring volume all the way down. Turn DND off by increasing the ring volume.
On iOS devices you can find DND under the settings or in the Control Center, accessed by swiping down from the top-right corner of the screen (or by swiping up from the bottom of the screen on older devices). Tap the moon icon to enable or Disable DND.
Queue or Hunt Group Calls Distribution
If the problem is not with DND or call forwarding, it is possible that your phone line has been included in a queue or hunt group in a way that automatic call distribution is unintentionally excluding your line from receiving calls.
Queues can be configured from the ACD Panel under Queue Manager (see instructions here ). Hunt groups and also queues can be configured from the Admin Portal (under Features>Hunt groups and Features>Queues).
One Number for Two Lines
It is possible to have the same telephone number used for two different lines. A wrong setting may be sending calls to only one of the lines instead of having both ring. If other troubleshooting doesn't help, your phone system administrator should check if this is causing the problem and correct the relevant setting or assign two separate numbers to the two lines.