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.

    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 outbound call issues?

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

    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 select the line that's having outbound call issues.
    3. 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.

    4. Select Phone Numbers in the left sidebar and then select the phone number that is used as the line's external caller ID.
    5. From General > Identity > Type, verify it's Two-Way.
    6. If the phone number is not a two-way number, here are your options:

    2. Verify the user's dialing permissions.

    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 Permissions in the left sidebar.
    3. From Dialing > Dialing Permissions > Who, select the user or user group that's having outbound call issues.
    4. Verify their dialing permissions are correct.
    5. If you change any dialing permissions:
      1. Select Save.
      2. Test a call to see if your issue is resolved.

    3. Dial before you pick up the handset.

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    1. From the phone experiencing outbound call issues, dial a phone number without picking up the handset or pressing speakerphone (i.e., on-hook).
    2. 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.

    4. Verify the correct phone number was dialed.

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

    5. Determine the scope of the issue.

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    • Do all calls fail?
    • Do only external calls fail?
    • Do calls to a particular number fail?
    Test the following and note the results:
    1. Dial an internal extension or *99.

      If this call fails, continue to step 6, provide a call example.

    2. Dial a working external number (e.g., your cell).

      If this call fails, continue to step 6, provide a call example.

    3. Redial the number that originally failed.
    4. If calls fail only to that one number, dial the failing number from an external phone (e.g., your cell).

      Calls to failing number fail from... Next Step
      Internal and external phones Contact the owners of the phone number—the issue is with the phone number's carrier.
      Internal phone only Continue to step 6, provide a call example.

    6. Provide 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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