What to Do if You Are Not Receiving Phone Calls?

Following are some reasons why you may not be receiving phone calls on the TeleConsole (or your SIP phone) and possible resolutions:

  • Problems with your Network/Internet connection: The first thing to check is ensuring your Internet connection is up and running.

    An indication that there may be a problem with the network is if the account menu button (the initial of your name at the top-right corner) appears with a red status –  (although this may also indicate a problem with Telebroad's system. See next.)

    See this article for suggestions on how to diagnose and troubleshoot your network on Windows 10\11. And see this one on how to do so in macOS.

  • Problems with the Telebroad system: Telebroad servers are extremely robust with a 99.99% uptime performance. Still, if your Internet connection is working fine but the account button appears with a red status () it is possible the TeleConsole is unable to register with a Telebroad server.

    You can check the status of the Telebroad system here and see if Telebroad PBXCELLENT or Telebroad HyperT1 are operational. Our team constantly monitors the system's performance and any interruptions are usually resolved within minutes.

  • Disable Incoming Calls option is active: This option, accessed from the account menu, routes incoming calls to a physical SIP phone rather than to the TeleConsole.

    If you are not using a physical phone enabling it, will prevent you from answering incoming calls. Instead, calls will be marked as "missed" and will be routed to your voicemail.

    Your account icon will appear with an orange dot (   ) and a red banner at the top of the screen will remind you calls are routed to your phone. You can select Turn off to route calls back to the TeleConsole app.

  • Do Not Disturb is on: This option, accessed from the account menu, sends inbound calls directly to your voicemail.

    Your account icon will appear with an orange dot (   ) and a red banner at the top of the screen will remind you calls are routed to voicemail, You can select Turn off to start accepting calls.

    If you are using a SIP phone and routing calls to it by enabling the Disable Incoming Calls option, make sure your phone's own Do Not Disturb option is not active. We have instructions for all phones we support explaining how to do this. See the relevant Poly, Yealink desk phones T4 series models and T5 series models, and Yealink wireless and conferencing phones user guides.

  • Call Forwarding is on: This option, accessed from the calls settings, routes your calls to another number. If you do not intend to route your calls toggle it off or else you will not be getting calls in the TeleConsole.
  • Check your firewall: Your native firewall may block certain components of the TeleConsole and prevent inbound calls from reaching you (on Windows, it may also block outbound calling.)

    Usually, your firewall software will prompt you to approve these TeleConsole components during installation (Windows) or allow firewall access for signed apps (macOS).

    However, if you can't solve your inbound calling issues with the other suggestions here, check your firewall software and make sure the TeleConsole is authorized for both inbound and outbound Internet traffic.

    See this article for more information about firewall configuration for Windows 10/11. And see this article on how to do so in macOS.

  • Conflict with Telebroad integrations: Your TeleConsole's phone line can be shared with other versions of the TeleConsole as well as with various Telebroad apps (such as MS Dynamics or Zoho Phone Bridge.)

    The Telebroad system is able to prioritize the TeleConsole Windows app and route calls to it over other Telebroad integrations (calls to other TeleConsole versions will ring on all registered devices at the same time.)

    Still, if none of the above reasons seem to be the cause of the problem try logging out from any app that shares your line and the TeleConsole Windows. Sign in to the TeleConsole Windows and see if this resolved the problem. If so, you can sign in to the other app.

  • Check your Sound & Devices settings and SIP phone volume: The TeleConsole notifies you about incoming calls with a pop-up window. But if your screen is off It is important that you hear the ringing of incoming calls. The TeleConsole's Sound & Devices settings let you set up and test your Speaker/Headset and Secondary Ringer volume.

    You also need to make sure that the incoming call ringer option is active in the Notifications Settings!

    If you are routing calls to a SIP phone by toggling off the Accept Calls Here option, make sure the phone's own ringing volume is high enough for you to hear it. 

  • Call blocking: Call blocking for your TeleConsole calls is set up in the admin portal as explained here

    It is unlikely that all your calls will be blocked by this feature, but it is still worth investigating and asking your administrator for a list of all blocked numbers, prefixes, and area codes applied to your phone line(s). If one or more area codes are being blocked it can make it seem like you are unable to receive any calls. 

    If you are using a physical phone, you should also check that calls are not being locally blocked on it. On Yealink phones (see relevant T4 series user guides here, T5 series here and, conference phones here) this feature is called the Blocklist Directory and on Poly phones (see relevant user guides here) it is called Auto Reject. 

  • Wrong calls log filter selected: It might be that even if you are actually able to receive calls, you are not able to see them in the Calls Log screen (so you will not be aware of a missed call if you stepped away from your desk.)

    This happens because of a wrong filter selection for the log screen. For example, if you have selected to show only Outgoing Calls, you will not see any Incoming or Missed calls (to be clear – you will still get pop-up notifications for calls, but may not see them in the calls log.)

    To make sure you are not missing call logs select the All Calls filter on the Calls Log screen. 

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