HELP FILE

How do I fix inbound call issues?

Follow the steps below to troubleshoot inbound call issues.

Before you begin: These steps are advanced and are typically completed by a system admin.

1. Verify the phone number is routed correctly.

Before you begin: You must have admin or super admin permissions.
About this task: Watch Video
  1. Log in at https://my.jive.com/pbx.
  2. Click 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. Click 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
  1. Log in at https://my.jive.com/pbx.
  2. Click 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. Click 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
  1. Log in at https://my.jive.com/pbx.
  2. Click 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. Click 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
  1. Log in at https://my.jive.com/pbx.
  2. Click 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. Click Admin Portal 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
  1. Verify the ringer volume is turned up on the phone that's having inbound call issues.
  2. See the phone guide for your specific model to verify the ringer is not set to silent.
  3. See 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
  1. See 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
  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 GoToConnect with a call example.

About this task: Watch Video
  1. 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?