Typically when one or few phones are not able to receive calls, the user’s phone, extension setup or an account configuration is causing the problem.  If the majority or all phones are affected, your router/firewall configuration may be the reason. 

If the device is not able to receive calls, you may experience:

• Incoming calls ring another destination (e.g., another Find Me List entry or other department members)
• Incoming calls immediately route to voicemail (or the “no answer destination”)
• Outgoing calls complete without problems

Here are some reasons you may not receive calls:

• The phone’s “do not disturb” or “call forwarding” option is enabled
• The phone’s ringer volume is silenced or not loud enough
• The phone is not assigned to the correct extension
• The user's Find Me List is not setup, has Do Not Disturbed enabled, or is routing calls to another destination
• An account setting is not setup for the user [e.g., department (call group), dedicated phone number, auto attendant menu options]
• Router/firewall options are blocking Aptela traffic

Quick Checks:

Try these solutions for common issues.  If you are on an active call, hang up before doing this.

1. Make sure the phone’s LCD does not display DND, Do Not Disturb on flashing X’s.  If the phone is set to Do Not Disturb, press the DND key.  If you cannot find the DND key, reboot the phone (unplug it for 10 seconds then plug it in again).
2. Make sure the phone’s LCD does not display CFWD, Forward, FWD or right-angled arrows.  If Call Forwarding is enabled on the phone, disable it.  If you do not know how to disable it via the phone menu, reboot the phone.
3. Increase the ringer volume to make sure it is loud enough. 
4. Make sure the ringer is not set to silence. If you do not know how to check for this via the phone menu, reboot the phone.
5. Log into the user's web account.  From the User Dashboard, check the Find Me List:
   • Make sure the Aptela Follow Me and Do Not Disturb features are inactive.  If either is active, the Find Me List box will read “Follow Me is Active” or “Do Not Disturb”.  Turn off the feature to disable it.
   • Make sure a “desk phone” entry exists (see below screenshot).  If you do not have a desk phone entry, click the Options link to add one.
   • Make sure the desk phone entry has a green check mark to the left of it.  If a grey "x" appears, click it to make the entry active.
   • Make sure the Ring Time is 16 seconds or higher.  To do this, right-click on the desk phone entry and then select Edit.

Basic Troubleshooting:

After ruling out the above common causes, have your account administrator try these basic troubleshooting steps.

1. Make sure the phone is registered.  To confirm this, log into the administrator portal > click Extensions at the top of the page > click the Registered Phones tab.  The Phone Info column will display a green phone icon for users with registered phones.  If the phone is not registered, refer to our phone registration troubleshooting.
2. If the user is part of a department (call group) and is able receive calls to his direct extension but does not receive department calls:
   • Make sure the user is added to the department.  Log into the administrator account or department dashboard, select the appropriate department and click on the Members tab.  If the user is not in the “Members” list, click Edit and add him.
   • Make sure the user is active to receive department calls. Log into the department dashboard as the department manager, click Home from the navigation bar.  Verify that the user is listed in the Members list and has a green check mark next to his name.

   

3. If the user should have a phone number assigned to his extension and calls to that number do not route to it, assign the phone number to the extension.
4. If calls from your Auto Attendant Menu are not calling the user’s extension, make sure the necessary options are on your Menu.  To check this, log into the administrator portal > click Phone Numbers at the top of the page > click the Menus tab > select the appropriate Menu from the drop down > make sure the menu option(s) “Call” the user’s extension.

Advanced Troubleshooting:

If you still have issues, have your IT administrator try these advanced troubleshooting steps. 

1. Make sure your router or firewall is properly configured.  Refer to our Router / Firewall Settings.
2. If your SIP device is placed behind an enterprise-level firewall, refer to our Firewall/Router NAT Issues.

If problems persist, please submit a ticket for Aptela support.