1. Teleboard | Support Center
  2. Solution home
  3. TeleConsole – Desktop/Web
  4. TeleConsole Desktop/Web – FAQ and Troubleshooting
Open navigation

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 app (or your SIP phone) and possible resolutions.

Network, Servers, and Connectivity Issues

Network/Internet Connection Issues

The first thing to check is ensuring your Internet connection is up and running.

The TeleConsole will indicate a network problem with a red banner and a "Network offline" alert. It will automatically reconnect to the network when possible.

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.

Telebroad Servers Status

Telebroad servers are extremely robust with a 99.99% uptime performance. Still, if your Internet connection is working fine but the account icon (the initial of your name at the top-right corner) appears with an offline red status –  (but without the "Network offline" alert) 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.

TeleConsole Connection Problem

Even if your network and the Telebroad servers are working fine, it is possible the TeleConsole client you are using has failed to establish a connection with the server (this can happen if your network connection was offline for some time.)

This is again indicated by your account icon appearing with an offline red status () but without the "Network offline" alert.

An easy way to fix this is to toggle the Disable incoming calls option (see next) on and off to have the TeleConsole manually reconnect with the server.

Allowing TeleConsole Access through Windows/macOS 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 more information about firewall configuration for Windows 10/11 and macOS.

Account Options That Can Affect Calls

The Disable Incoming Calls Option is Active

This option, accessed from the account menu, routes incoming calls to a physical SIP phone (or other devices where you are logged in) rather than to the current TeleConsole client you are using.

If you are not using a physical phone (or other devices), 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 desktop 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 status (  ) 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 T4 series, Yealink T5 series, 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.

Sound Volume and Call Ringing Notification

The Incoming Call Ringer notification is Disabled

The Incoming Call Ringer notification lets you know about an incoming call with a ringing sound and a call window that gives you the choice to answer/decline the call.

If the notification is disabled the window will not show and you will only be able to answer incoming calls if you are on the Calls Screen of the TeleConsole.

Make sure to enable the ringer from the TeleConsole settings if you don't want to miss calls.

If using the Web version on a mobile device, the notification setting must be enabled for the relevant browser.

Sound & Devices settings and SIP phone volume

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.

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. 

Other Possible Causes

Call Blocking

The call blocking feature automatically rejects calls for the phone numbers it is applied to. Blocked calls will be detailed in the Calls Log screen, but you will not get any ringing or notifications for them, making it seem you are not receiving calls or some numbers.

Read more about call blocking from the TeleConsole here.

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, T5 series, and conference/DECT phones user guides) 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 step 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. 

Conflict With Telebroad Integrations

Your TeleConsole's phone line can be shared with other versions of the TeleConsole as well as with various Telebroad integrations (such as 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 resolves the problem. If so, you can sign in to the other app.