Fix outbound call issues

Troubleshooting steps for possible causes of outgoing call failures.

Desk phone

1. Determine the scope of the issue

Test the following and note the results:

Dial an internal extension or *99. If this call fails, go to the last section in this article, provide a call example.
Dial a working external number (e.g., your cell). If this call fails, go to the last section in this article, provide a call example.
Redial the number that originally failed. If calls fail only to that one number, dial the failing number from an external phone (e.g., your cell).

Result: If calls fail from internal and external phones, contact the owners of the phone number as the issue is with their carrier. If calls fail only from the internal phone, continue to the next section.

2. Verify the correct phone number was dialed

Use the call history on the phone to verify the correct number was dialed.

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

3. Dial before you pick up the handset

From the phone experiencing outbound call issues, dial a phone number without picking up the handset or pressing speakerphone (i.e., on-hook).
Initiate the phone call by picking up the handset or pressing speakerphone.

Note: When a phone is off-hook, there are set dialing patterns and delay timers. For example, if you enter the first digits of a phone number and then pause, you may inadvertently dial an internal extension instead of the desired phone number.

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 user's dialing permissions

Depending on your admin portal, select:
- (GoTo Admin) People > Users > Select the user > Settings > Dialing.
- (PBX Administration (classic)) Permissions > Dialing > Dialing Permissions > Who > Select the user.
Verify their dialing permissions are correct.
If you change any dialing permissions:
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 section.

5. Verify the outbound phone number is a two-way number

GoTo Admin

If you know which phone number the extension is using to make outbound calls,
1. From Phone system > Phone numbers, choose the number that's being used as the extension's external caller ID.
2. From Settings > General > Type, verify it's Two-Way.
If you do not know which phone number the extension is using to make outbound calls,
1. From Phone system > Direct extensions, choose the extension that's having outbound call issues.
2. From Settings > Outbound call options, note which number the extension is using as its Custom External Caller ID.
  Note: If you do not see this field, the extension is using the default caller ID. See Settings > Phones > Calls > Caller ID to see the number being used.
3. From Phone system > Phone numbers, choose the number that's being used as the extension's external caller ID.
4. From Settings > General > Type, verify it's Two-Way.
If the phone number is not a two-way number, here are your options:
- Change the number the extension is using as the external caller ID to a two-way number.
- Order a new two-way phone number for the extension.
- Select Contact Support to change the current phone number to a two-way.
Result: If this did not resolve your issue, continue to the next section.

PBX Administration (classic)

Select Lines in the navigation menu and then select the line that's having outbound call issues.
From General > Outbound Call Options, note which number the line is using as its External Caller ID.
If the line is using the default external caller ID, go to System Settings > General > Defaults > Caller ID.
Select Phone Numbers in the navigation menu and then select the phone number that is used as the line's external caller ID.
From General > Identity > Type, verify it's Two-Way.
If the phone number is not a two-way number, here are your options:
- Change the line's external caller ID to a two-way number.
- Order a new two-way phone number for the line.
- Select Contact Support to change the current phone number to a two-way.
Result: If this did not resolve your issue, continue to the next section.

6. Provide us with a call example

Select Contact 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?

Mobile

Follow the steps below to troubleshoot outbound call issues on the mobile app.

Verify you have the right app permissions enabled in your phone settings:
- For iOS, go to your device settings and then scroll to select GoTo. Microphone and Camera are required to make/receive calls and create/join meetings.
- For Android, go to your device settings, select Apps and then scroll to select GoTo. From App Settings, Microphone, Camera, and Phone are required to make/receive calls and create/join meetings. We suggest enabling Contacts if you want the app to use any of your personal contacts.
Test a call to see if your issue is resolved.
Select Contact Support with the following information. Be as specific as possible.
- Date of the failed call
- Exact time of the failed call, including time zone and region
- Phone number dialed
- Extension or phone number the call was placed from
- Operating system and app version
- Any other details:
  - Were you inside or outside when making the call?
  - How far in to the call did you get before the failure?

Article last updated: 24 March, 2025