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 number is routed correctly

Important: We're 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

Sign in to GoTo Admin.
From Phone system > Phone numbers, choose the number that's having inbound call issues.
From Settings > Call routing > Route calls to, verify the inbound destination is correct.
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)

Sign in to PBX Administration (classic) at https://my.jive.com/pbx.
Select Phone Numbers in the left navigation menu and then click the phone number that's having inbound call issues.
From General > Behavior, verify the inbound destination is correct.
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.

2. Verify the dial plan is complete

If the inbound call destination is not directed to a dial plan, you can skip this section.

From the left navigation:
- In GoTo Admin, select Phone system > Dial plans.
- In PBX Administration (classic), select Dial Plans.
Choose the dial plan for the phone number that is having outbound call issues.
Verify all nodes are complete, correct, and connected.
If you make 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.

3. Verify extension settings and ring steps

Verify find me/follow me settings are accurate

From the left navigation:
- In GoTo Admin, select Phone system > Direct extensions > Select the extension > Find me/follow me.
- In PBX Administration (classic), select Dial Plans. Choose the extension that's having inbound call issues.
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.

4. Check your call filters

From the left navigation:
- In GoTo Admin, select Phone system > Call filters.
- In PBX Administration (classic), select Call Filters.
Verify the incoming number that's having issues is not blocked or rerouted in any call filters.
If you change any call filters, save your changes.
Test a call to see if your issue is resolved.
Result: If this did not resolve your issue, continue to the next troubleshooting section.

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

Verify the ringer volume is turned up on the phone that's having inbound call issues.
Verify the ringer is not set to silent. Refer to the phone guide for your specific model if needed.
Verify DND is turned off. Refer to the phone guide for your specific model if needed.
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.

6. Verify call forwarding is off

Verify call forwarding is off. Refer to the phone guide for your specific model if needed.
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.

7. Verify server-side call forwarding is off

Dial *73 from the phone that's having inbound call issues.
Listen for Call Forwarding Deactivated before hanging up.
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.

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: 16 February, 2024