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.

    Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new admin experience. The article below is meant for admins who use https://my.jive.com/pbx to administer their account. If you're an admin who uses https://admin.goto.com, please refer to: How do I fix inbound call issues?

    1. Verify the phone number is routed correctly.

    Before you begin: You must have admin or super admin permissions.
    About this task: Watch Video Icon
    1. Sign in at https://my.jive.com/pbx.
    2. Select Phone Numbers in the left sidebar 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.

    2. Verify the dial plan is complete.

    Before you begin: You must have admin or super admin permissions.
    About this task: If the inbound call destination is not directed to a dial plan in step 1, you can skip these steps. Watch Video Icon
    1. Sign in at https://my.jive.com/pbx.
    2. Select Dial Plans in the left sidebar and then select the dial plan for the phone 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.

    Before you begin: You must have admin or super admin permissions.
    About this task: Watch Video Icon
    1. Sign in at https://my.jive.com/pbx.
    2. Select Lines in the left sidebar and then click the line that's having inbound call issues.
    3. From Dial Plan, 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.

    Before you begin: You must have admin or super admin permissions.
    About this task: Watch Video Icon
    1. Sign in at https://my.jive.com/pbx.
    2. Select Call Filters in the left sidebar.
    3. Verify the incoming phone number that's having inbound call issues is not blocked or rerouted.
    4. If you change any call filters:
      1. Select checkmark icon.
      2. Test a call to see if your issue is resolved.

    5. Verify the phone's ringer is working and DND is off.

    About this task: Watch Video Icon
    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.

    About this task: Watch Video Icon
    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.

    About this task: Watch Video Icon
    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 Connect with a call example.

    About this task: Watch Video Icon
    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?

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