Why I Can Make Calls but Cannot Receive Them?

If you can make outbound calls but cannot receive inbound calls, it is an indication that your hardware, network, and phone line 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, Windows/macOS, and web versions of the TeleConsole discussing problems such TLS encryption, firewall, conflicts with other apps, system call blocking, routing calls to a SIP phone, and more.

Here are several general 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 Windows/macOS, Android, or iOS versions.

    You can also check and possibly disable forwarding from your SIP phone. Depending on your phone model refer to our Poly or Yealink T4 series and T5 series phone guides. If you have an older phone refer to forwarding guides in this discontinued phones section.

  • 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 Windows/macOS.

      If you have more than one line on your account, note that for the web and Android/iOS versions DND applies to all lines while for the Windows/macOS versions DND can be enabled or disabled for each line separately.

      Also keep in mind that 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 you are using a physical SIP phone you can disable DND directly from it. We have instructions on how to do this for all Poly and Yealink T4 series and T5 series models we support. If you have an older phone refer to DND guides in this discontinued phones section.

    • If your account is running simultaneously on the web, PC (Windows/macOS), or the mobile TeleConsole apps then calls will ring on all logged-in TeleConsole clients. You can set DND separately on each client  to have calls ring just on the other clients.

    • 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 own DND mode (not the TeleConsole's) is not activated. 

      While this can change between devices and even system software releases, on most Android devices you will find DND in the Quick Settings menu, accessed by swiping down from the top of the screen (you may need to swipe twice as the first swipe may only show notifications). Besides the icon shown here, a crescent moon icon is also common among some manufacturers.

      DND can also be found under the Sound settings. On some Android devices, you can also turn DND on with the volume keys by muting the ring volume and turning it 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 swipe up from the bottom of the screen on older devices). Tap the crescent moon icon to enable or Disable DND.

  • 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).
  • It is uncommon, but the same telephone number may be used for two different devices with a wrong setting sending calls to only one of them instead of ringing both. This is again something you need to check with your phone system administrator.

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