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How do I fix inbound call issues?

Troubleshooting steps for possible causes of why you aren't receiving phone calls.

Complete all troubleshooting sections and steps in order for the quickest resolution.

1. Verify the phone's ringer is working and DND is off
  1. Verify the ringer volume is turned up on the phone that's having inbound call issues.
  2. Verify the ringer is not set to silent. Refer to the phone guide for your specific model if needed.
  3. Verify DND is turned off. Refer to the phone guide for your specific model if needed.
  4. If you made any changes, test a call to see if your issue is resolved.

    Result: If this did not resolve your issue, continue to the next section.

2. Verify call forwarding is off
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  1. Verify call forwarding is off. Refer to the phone guide for your specific model if needed.
  2. If you made any changes, test a call to see if your issue is resolved.

    Result: If this did not resolve your issue, continue to the next section.

3. Verify server-side call forwarding is off
  1. Dial *73 from the phone that's having inbound call issues.
  2. Listen for Call Forwarding Deactivated before hanging up.
  3. Test a call to see if your issue is resolved.

    Result: If this did not resolve your issue, continue to the next section. however, you must be assigned an Admin or Super admin role to continue troubleshooting. If you do not have one of these roles, you will need an admin's assistance to continue troubleshooting.

4. Verify the phone number is routed correctly
Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

If you're an admin who signs in at https://admin.goto.com, these steps are for you.
  1. Sign in to GoTo Admin.
  2. From Phone system > Phone numbers, choose the number that's having inbound call issues.
  3. From Settings > Call routing > Route calls to, verify the inbound destination is correct.
  4. If you change the inbound call destination:
    1. Select Save.
    2. Test the phone number to see if your issue is resolved.

    Result: If this did not resolve your issue, continue to the next troubleshooting section.

PBX Administration (classic)

If you're an admin who signs in at https://my.jive.com/pbx, these steps are for you.

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  1. Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
  2. Select Phone Numbers in the left navigation menu and then click the phone number that's having inbound call issues.
  3. From General > Behavior, verify the inbound destination is correct.
  4. If you change the inbound call destination:
    1. Select Save.
    2. Test the phone number to see if your issue is resolved.

    Result: If this did not resolve your issue, continue to the next troubleshooting section.

5. Verify find me/follow me settings
Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

  1. From Phone system > Direct extensions, choose the extension that's having inbound call issues.
  2. From Settings > Find me follow me, verify the ring steps are complete and correct.
  3. If you change any ring steps:
    1. Select Save.
    2. Test a call to see if your issue is resolved.

    Result: If this did not resolve your issue, continue to the next troubleshooting section.

PBX Administration (classic)

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  1. Select Lines in the left navigation menu and then choose the line that's having inbound call issues.
  2. From Dial Plan, verify the ring steps are complete and correct.
  3. If you change any ring steps:
    1. Select Save.
    2. Test a call to see if your issue is resolved.

    Result: If this did not resolve your issue, continue to the next troubleshooting section.

6. Verify the dial plan is complete
If the inbound call destination is not directed to a dial plan, you can skip this section.
Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

  1. Select Phone system > Dial plans and then choose the dial plan for the phone number that is having outbound call issues.
  2. Verify all nodes are complete, correct, and connected.
  3. If you make any changes to the dial plan:
    1. Select Save.
    2. Test a call to see if your issue is resolved.

    Result: If this did not resolve your issue, continue to the next troubleshooting section.

PBX Administration (classic)

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  1. Select Dial Plans in the navigation menu and then select the dial plan for the phone number that's having inbound call issues.
  2. Verify all nodes are complete, correct, and connected.
  3. If you made changes to the dial plan:
    1. Select Save.
    2. Test a call to see if your issue is resolved.

    Result: If this did not resolve your issue, continue to the next troubleshooting section.

7. Check your call filters
Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.

GoTo Admin

  1. From Phone system > Call filters, verify the incoming number that's having issues is not blocked or rerouted in any call filters.
  2. If you change any call filters:
    1. Select Save.
    2. Test a call to see if your issue is resolved.

    Result: If this did not resolve your issue, continue to the next troubleshooting section.

PBX Administration (classic)

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  1. Select Call Filters in the navigation menu.
  2. Verify the incoming phone number that's having issues is not blocked or rerouted.
  3. If you change any call filters:
    1. Select checkmark icon.
    2. Test a call to see if your issue is resolved.

    Result: If this did not resolve your issue, continue to the next troubleshooting section.

8. Provide us with a call example
Select the Contact Support option in this article with the following information. Be as specific as possible.
Tip: A call example from within 30 minutes of contacting us provides the best chance of troubleshooting.
  • Date of the call
  • Exact time of the call, including time zone
  • Phone number dialed
  • Extension or phone number the call was placed from
  • Details about what happened:
    • Is there dead air or ringing?
    • Is there a voicemail message?
    • Is there an error message or an out of service message?
    • Did the call disconnect?
Article last updated: 8 August, 2023