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 Internet connection: The first thing to check (rather obvious but still worth mentioning) is making sure your Internet connection is up and running.
An indication that there is a problem with the network is if the profile menu button (the initial of your name at the top-right corner) of the screen appears with a red dot (although this may also indicate a problem with Telebroad's system. See next.)
Check your network connection by going to your Windows Settings and selecting Network & Internet (you can also right click on your Internet connection icon in the System Tray and select Open Network & Internet Settings.)
On the Status tab you can click Troubleshoot to try to diagnose and fix the problem.
On the same screen you can also select the tab and make sure the Airplane Mode toggle is switched off.
If this doesn't work and you are unable to establish an Internet connection please contact your ISP.
- 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 profile button shows with a red dot 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 interruption with these or other services is usually resolved within minutes.
- Disable incoming calls: This option, accessed from the profile menu, routes incoming calls to a physical SIP phone rather than to the TeleConsole. If you are not using a physical phone, enabling this option, will prevent you from accepting incoming calls.
- Do Not Disturb is on: This option, accessed from the profile menu, sends inbound calls directly to your voicemail.
A red banner at the top of the TeleConsole window will remind that this option is active. If you are intending to receive calls toggle it off.
If you are using a SIP phone and routing calls to it by toggling off the Accept Calls Here 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), and Yealink (wireless and conferencing phones) user guides.
- Call Forwarding is on: This option, accessed from the calls settings, route your calls to another number. If you do not intend to route your calls toggle it off or else you you will not be getting calls in the TeleConsole.
- Check your firewall: Your firewall may block certain components of the TeleConsole and prevent inbound calls from reaching you (it may also block outbound calling.)
Usually your firewall software will prompt you to approve the operation of the TeleConsole during installation. But 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.
- Conflict with Android, iOS, or Telebroad apps: 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 apps (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.
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.
- Check with your system administrator about call blocking: Call blocking is set up in the admin portal as explained in 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. If one or more area codes are being blocked it can make it seem like you are unable to receive any calls.