Following are some reasons why you may not be receiving phone calls and possible resolutions:
- Fixing the Wi-Fi or Mobile Data connection: The first thing to check is that you have Internet connectivity (with Android it is easy to switch it off by mistake.)
You can check your connectivity from the Quick Settings menu, accessed by swiping down from the top of your screen. Make sure the buttons for either your Wi-Fi or mobile/cellular data connection (if your device has one) are turned on.
If your airplane (or flight) mode is switched on you can still enable Wi-Fi but you will need to switch off airplane mode before you can enable your mobile data connection.
If the relevant connection is enabled, see this article for additional network troubleshooting suggestions.
- Android notifications for the TeleConsole are blocked: In the TeleConsole's Local Settings you will find a notifications option. Unchecking the items here will not affect your ability to receive calls.
However, the Android system application settings for the TeleConsole also have a notification setting 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.
- 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 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.
- Do Not Disturb is turned on in the TeleConsole or on your device: Do Not Disturb mode is accessed from your account menu and sends inbound calls directly to your voicemail.
A red banner at the top of the TeleConsole window will remind you that this option is activated with a "TeleConsole is on Do Not Disturb" message. 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 set up 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, 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.
- 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. (You can try to 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 to receive and send traffic on Wi-Fi and mobile/cellular connection.
- 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 prioritizes the TeleConsole and routes calls to it over our other apps, with calls ringing simultaneously on all your registered TeleConsole devices.
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. Sign in back to the TeleConsole and see if this resolved the problem. If so, you can sign in to the other app.
- Call blocking: Call blocking 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. 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 history filter selected: It might be that even if you are actually able to receive calls, you are not able to see them in the Call History screen (so you will not be aware of a missed call if you are not using your device.)
This happens because of a wrong filter selection for the calls history 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 their call history records.)
To make sure you are not missing any call history records select the All Calls filter.