How do I fix outbound call issues?
Troubleshooting steps for possible causes of outgoing call failures.
Complete all troubleshooting sections and steps in order for the quickest resolution.
Important: Please excuse our mess while we improve your admin experience! We are in the process of migrating all accounts to the new GoTo Admin. Choose your current admin experience for the applicable steps on this topic.
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
4. Verify the user's dialing permissions
5. Verify the outbound phone number is a two-way number
GoTo Admin
PBX Administration (classic)
6. Provide us with a call example
Select Contact Support 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: 7 August, 2023