What To Do if You Are Not Receiving Phone Calls? (Legacy Version)

If you are using the new version of the Web TeleConsole please refer to this article ( "Allowing TeleConsole Access through Windows Firewall" is not applicable to the Web TeleConsole.)

Following are some reasons why you may not be receiving phone calls 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. If none of the suggestions here solve the problem please contact your ISP.

    • On a Windows computer go to Settings and select 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.

    • On a Mac computer go to System Preferences and select Network. Select your connection, click Advanced, select the TCP/IP tab, and click Renew DHCP lease.

      If this doesn't work (or if you have a static IP address) you can try deleting the connection after clicking Advanced. Approve the deletion, and click Apply on the Network screen. Then try adding your connection. 

      You can also hold the option key on your keyboard, click your network icon and select Open Wireless Diagnostics or Create Diagnostics Report.

  • 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.

  • "Live calls handled by" routes calls to a desk phone: This option is accessed from the Phone Settings and controls where you receive your calls. If you want to accept calls in the TeleConsole you need to select Web phone, otherwise calls will be routed to your SIP phone and if you don't have one you will just not be getting any calls. 

  • Do Not Disturb is enabled on the TeleConsole or your phone: DND for the TeleConsole is accessed from the profile menu. It affects all lines on your account and sends inbound calls directly to your voicemail. If you are intending to receive calls toggle it off.

    If you are using a SIP phone and routing calls to it by selecting Desk phone on the "Live calls handles by" option, make sure your phone's own Do Not Disturb option is not active. We have instructions for all the 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 profile menu, 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.

    If you are using a SIP phone and routing calls to it by selecting Desk phone on the "Live calls handles by" option, make sure your phone is not set up to forward calls. You can use our system features dial code to enable or disable forwarding. Or see our relevant Poly, Yealink desk phones T4 series models and T5 series models, and  Yealink wireless and conferencing phones user guides.

  • Check your browser's permissions and notifications: While you are working with the TeleConsole you get a visual indication for incoming calls with an active call icon badge. But if you are on a different browser tab or window you are alerted about incoming calls with a ringing sound.

    On most popular browsers, you can click the padlock icon in the address bar to access a specific site's permissions and notifications. Make sure the TeleConsole's sound permission is enabled and that notifications are allowed or you will not be able to hear incoming calls.

  • Check your firewall: TeleConsole traffic is unlikely to be a cause for your browser to be blocked by your firewall. It is possible however that a browser extension you added is triggering your firewall. In such a case it is recommended you try using the TeleConsole on another browser.

    If you want to use the same browser consider disabling the latest extension you installed and scanning your computer for malware before authorizing browser access on your firewall.

    See this article for more information about firewall configuration for both Windows and 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 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 user guides here and here) this feature is called Blocklist Directory and on Poly phones (see relevant user guides here) it is called Auto Reject. 

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