Troubleshooting Common Phone System Issues

Overview

Phone system issues can disrupt communication and impact customer experience. Common problems include call forwarding confusion, dropped calls, suspended numbers, voicemail errors, and personal numbers being used incorrectly. This guide outlines the most frequent issues and provides step-by-step solutions to keep your phone system running smoothly.

Q: I’m receiving forwarded calls, but I can’t tell if they’re business or personal. How do I differentiate them?

A:
To distinguish between personal and business calls:

1. Go to Settings > Phone Numbers.

2. Click the three dots next to the number and select Edit Configuration.

3. Enable the Pass Number as Caller ID option.

4. Save changes.

Now, you’ll be able to identify business-related calls based on the caller ID.

Q: My calls drop immediately after I dial them. What’s wrong?

A:
This is often caused by a call recording timeout being set too low (e.g., 5 seconds). This doesn’t give the recipient enough time to pick up.

Fix: Increase the call timeout to 40–60 seconds for better connectivity.

Q: How can I tell if my account or phone number is suspended?

A:
Signs your account may be suspended:

• Your phone numbers no longer appear under Settings > Phone Numbers.

• You cannot add a new phone number.

• An error message appears in the top-right corner of the screen.

If this happens, contact support to restore access.

Q: Calls are coming through my personal phone number, and I don’t want this. How can I fix it?

A:
This usually happens if a client’s number is assigned directly to you in My Staff settings.

Fix:

1. Unassign the client’s number from your staff profile.

2. Set up a forwarding number in your phone settings.

This ensures calls go to the correct destination instead of your personal number.

Q: My voicemail isn’t playing, or the wrong voicemail is being played. How can I fix it?

A: Voicemails can be uploaded in two locations:

• Phone Numbers > Advanced Settings > Voicemail & Missed Call Textback

• My Staff > Call & Voicemail Settings

Which voicemail plays depends on how the call is forwarded.

Step 1: Check user forwarding

• Scenario 1: If you want the Voicemail & Missed Call Textback voicemail to play but another voicemail plays, the number may be assigned to a staff user who has their own voicemail. That voicemail takes priority.

  • Solution: Unassign the number from the staff member in Call & Voicemail Settings.

• Scenario 2: If you want the staff user’s voicemail to play, ensure the number is assigned to them and that a voicemail is uploaded in Call & Voicemail Settings.

Step 2: Adjust call timeout

• Set the incoming call timeout to 1 second.

• If the timeout is longer (e.g., 15–20 seconds), the system will switch to the voicemail associated with the User Info tab instead of the one in Call & Voicemail Settings.

• Test by gradually increasing timeout until you find the switch point.

Step 3: Check for a corrupted voicemail file

• Re-upload the voicemail file as an MP3.

• Ensure it is not larger than 50MB. Compress it if necessary before uploading.