What To Do if You Are Not Receiving Phone Calls?

Following are some reasons why you may not be receiving phone calls and possible resolutions:

  • Android notifications for the TeleConsole are blocked: In the TeleConsole's Local Settings  you will find a notifications option. Unchecking the items here will have no effect on your ability to receive calls.

    However, the Android application settings for the TeleConsole also has a notification settings that takes priority over the TeleConsole's settings. Toggling off the Show notifications option here will prevent you from seeing and answering incoming calls! 

    If you don't want to be bothered by incoming it's better to turn on DND instead of blocking Android notifications. 

  • Your Wi-Fi or mobile data connection is disabled: The first thing to check is making sure you have Internet connectivity (with Android it is easy to switch it off by mistake.)

    You can do this from the Quick Settings menu, accessed by swiping down from the top of your screen. Make sure the button for either your Wi-Fi or mobile/cellular data connection (if your device has one) is turned on.

    If your airplane (or flight) mode is switched on you will can still enable Wi-Fi but you will need to switch off airplane mode before you can enable your mobile data connection.

    Many devices have a specific button for data connection, but on others you may need to tap the cellular connection button and than toggle on the mobile/cellular data connection.

  • 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 your account is offline (which you can check under your profile) 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.

  • Do Not Disturb is turned on in the TeleConsole or on your device: Do Not Disturb mode is accessed from your profile and 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 by tapping the banner.

    if you activate Do Not Disturb directly from your device (usually found in your Android's Quick Settings) the TeleConsole will display a "Phone is on Do Not Disturb" message. When activated both your TeleConsole calls and calls to your phone get affected and go to the respective voicemail (you need to make sure a mailbox is setup for your phone.) You can tap the message to access settings related to your phone's Do not Disturb.

  • Call Forwarding is on: This option, accessed from the general 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.

  • TLS Encryption is disabled: Transport Layer Security is an encryption protocol that keeps your data and privacy safe. Telebroad also uses it to mask its VoIP communication from some carriers who may block VoIP traffic. 

    TLS is enabled by default, but you should double check the TeleConsole's Local Settings to make sure it has not been disabled it. (You can try disable it only If you are experiencing some quality or connectivity issues.)

  • Check your firewall app: Firewalls apps are not so very common on Android devices, but if you have one installed make sure the TeleConsole is authorized for to receive and send traffic on Wi-Fi and mobile/cellular connection.

  • Conflict with other Telebroad apps: Your TeleConsole's phone line can be shared with the web, Windows and iOS versions of the TeleConsole as well as 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 Android and see if this resolved the problem. If so, you can sign in to the other app.

  • 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. 

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