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
• An account setting is not setup for the user [e.g., Find Me List, department (call group), dedicated phone number, call tree 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. Check the user’s Find Me List:
   • Make sure a “SIP phone” entry exists, and that it has user’s name and your client ID in it (e.g., sip:bmoore.acme123@aptela.com)
     
   • Make sure the SIP phone entry is enabled.
   • Make sure the Ring Time is 20 seconds or higher.
   • If the user has multiple Find Me List entries, make sure the Ring Order is set correctly.

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.  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 operator account > click People at the top of the page > click the Departments tab > select the appropriate department and scroll down to Users in this Department.  If the user is not in the “Active Users” list, use the arrows to add him.
3. If the user should have a phone number assigned to his extension and calls to that number do not route to it, submit a request to have Aptela reassign the number.  To view your assigned numbers, click here.
4. If calls from your Call Tree are not calling the user’s extension, make sure the necessary options are on your Menu.  To check this, log into the operator account > click Call Tree at the top of the page > select the appropriate Menu from the drop down > make sure the menu option(s) “Transfer to” 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.