HELP FILE
How do I fix outbound call issues?
Use these steps to perform initial troubleshooting when your calls are not connecting outside of your system.
1. Verify the outbound phone number is a two-way number.
2. Verify the user's dialing permissions.
Before you begin: You must have
admin or
super admin permissions.
- Sign in at https://my.jive.com/pbx.
- Select Permissions in the left sidebar.
- From , select the user or user group that's having outbound call issues.
- Verify their dialing permissions are correct.
- If you change any dialing permissions:
- Select Save.
- Test a call to see if your issue is resolved.
4. Verify the correct phone number was dialed.
5. Determine the scope of the issue.
6. Provide 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?