HELP FILE

How do I fix inbound call issues?

    If you are having trouble receiving calls correctly such as delayed audio, phone not ringing, incorrect call flow being used, etc., use these steps to perform initial troubleshooting before contacting Customer Support.

    1. Verify the phone number is routed correctly.

    1. If you are not already, sign in to your admin portal.
    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.

    2. Verify the dial plan is complete.

    About this task: If the inbound call destination is not directed to a dial plan in step 1, you can skip these steps.
    1. If you are not already, sign in to your admin portal.
    2. From Phone system > Dial plans, choose the dial plan for the number that's having inbound call issues.
    3. Verify all nodes are complete, correct, and connected.
    4. If you change the dial plan:
      1. Select Save.
      2. Test a call to see if your issue is resolved.

    3. Verify Find Me/Follow Me settings.

    1. If you are not already, sign in to your admin portal.
    2. From Phone system > Direct extensions, choose the extension that's having inbound call issues.
    3. From Settings > Find me follow me, verify the ring steps are complete and correct.
    4. If you change any ring steps:
      1. Select Save.
      2. Test a call to see if your issue is resolved.

    4. Check your call filters.

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

    5. 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. Refer to the phone guide for your specific model to verify the ringer is not set to silent.
    3. Refer to the phone guide for your specific model to verify DND is off.
    4. If you made any changes, test a call to see if your issue is resolved.

    6. Verify call forwarding is off.

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

    7. 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.

    8. Provide GoTo with a call example.

    Contact Customer Support 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?