Troubleshooting for Inbound & Outbound Calling Issues

Let's look at some troubleshooting steps for the following issues:

In This Article:

• Inbound Call Issues
• Outbound Call Issues
• Caller ID Issues
• Call Quality Metrics Issues
• Call Transfer to External Number Issues

Inbound Call Issues

Ring Group Mapping: 

• Verify that users in the ring group are mapped correctly. 
• Verify whether the ring group has been created in the admin portal's configuration section. 

Phone Registration: 

• Check whether it is registered by going to the admin panel and device’s; if not, register it. 

Do Not Disturb (DND): 

• Check to see if the phone or app has DND activated. 
• There are two ways to determine whether Do Not Disturb (DND) is activated on a Yealink phone: either press the "DND" soft key, which will display the DND status on the screen if it is enabled, or look for a "Stop" icon on the phone's display when it is idle.

Twilio Configuration: 

• Ensure that the portal's Twilio settings are accurate. 
• Check the setup under the phone number on the Twilio website. 

Schedule Mapping: 

• Verify that the schedule is mapped correctly. 
• Navigate to the configurations and admin interface, pick the phone number, and look for the scheduled times. 

App Version: 

• Make sure the app is updated to the most recent version for users. 
• Verify the app version in your system's control panel by going to "Control Panel > Programs > Programs > Features." 
  • If not, make sure the application has been updated to the most recent version. 

Timezone Settings: 

• Verify that the PC's time zone has been adjusted appropriately (for app users). This is located in the upper right corner of the application. 

Ring Duration: 

• Check the settings for the ring duration under the configurations in the admin panel. 
  • We can configure this based on the needs of the client in the ring group setup. 

Ringing Volume: 

• Ensure the ringing volume is set correctly on the phone.

Outbound Call Issues

Agent Mapping: 

• Verify that the user's agent is mapped correctly. 
• Look for agent mapping and confirm; this needs to be confirmed in the admin panel and configuration. 

Forbidden Error: 

• Restart the phone if a "forbidden" error message shows up. Just removing and re-plugging the Ethernet wire will accomplish this.

Caller ID Selection: 

• Make sure the correct caller ID is used in the admin panel's configuration for app users. 

App Version:

• Make sure the app is updated to the most recent version for users.
• Verify the app version in your system's control panel by going to "Control Panel\Programs\Programs and Features." If not, make sure the application has been updated to the most recent version.

Timezone Settings: 

• Verify that the PC's time zone has been adjusted appropriately (for app users). This is located in the upper right corner of the application. 

External Call Permission: 

• Verify that the "External call allowed" box is turned on in the admin panel's configuration for the agent extension.

Phone Registration: 

• Check whether it is registered by going to the admin panel and device’s; if not, register it. 

Firmware Update: 

• Get the most recent firmware update for the phone.

Caller ID Issues

Caller ID Configuration: 

• Verify the caller ID is properly configured in the admin portal. 

Number Formatting: 

• Ensure the caller ID number is formatted correctly. 

Carrier Restrictions: 

• Check if the carrier restricts caller ID display for certain numbers. 

Caller ID Spoofing: 

• Confirm the caller ID is not being spoofed or blocked. 

Outbound Call Settings:

• Verify outbound call settings are not overriding the caller ID.

Call Quality Metrics Issues

Jitter and Latency: 

• Check for high jitter or latency in the network. 

Packet Loss: 

• Verify if packet loss is affecting call quality. 

Bandwidth Usage: 

• Ensure sufficient bandwidth is available for calls. 

4Device Performance: 

• Confirm the phone or app is performing optimally.

Call Transfer to External Number Issues

External Transfer Permissions: 

• Verify if external transfers are allowed for the user. 

Number Formatting:

• Ensure the external number is formatted correctly. 

Carrier Restrictions: 

• Check if the carrier restricts transfers to external numbers. 

Call Routing: 

• Confirm the call is being routed correctly to the external number.

Now you know the troubleshooting for Inbound & Outbound Calling Issues.

Support / Contact

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