This article covers common call issues on the bOnline mobile and desktop apps, including problems making and receiving calls. Follow the relevant section below based on your issue.
First: check the basics
Make sure you're logged in with the correct credentials. See Logging in to the bOnline mobile app or Logging in to the bOnline desktop app.
Check that your device has a stable internet connection. If on mobile, try switching between Wi-Fi and mobile data.
If you've forgotten your PIN, see Forgot Your bOnline Mobile App Login PIN? or Forgot your bOnline desktop app login PIN?
Cannot make calls?
If you cannot make outbound calls, check the following:
Does the problem happen with every type of call? Test by calling your voicemail, an internal extension, and an external number (landline or mobile).
If the issue only occurs when dialling a landline number, try adding a 0 prefix to the number.
If dialling an international number, check the country is not on the barred list for international calls.
If your bOnline services are suspended, you will not be able to make or receive calls. Contact bOnline support to resolve the suspension and restore calling functionality.
Cannot receive calls?
If incoming calls are not reaching your app, or calls ring on the caller's end but not yours, work through the following checks in order:
Verify Call Flow Mapping
Inbound call failures can sometimes occur due to incorrect call flow mapping, especially after a system renewal or update. Ensure that the active call flow is linked to the correct number in your system settings. Adjusting this mapping can resolve inbound call issues without affecting outbound calls.
Check your availability status
If your status is set to Do Not Disturb or Unavailable, incoming calls will not ring on your app. A red stripe will appear on the app if Do Not Disturb is active. Change your status back to Available.
To change your status:
Mobile app: Go to My Profile and change your presence state to Available.
Desktop app: Change your presence state to Available from the status indicator.
Check for active call forwarding rules
If a call forwarding rule is active, a banner will display in the app. Incoming calls may be diverted to another number instead of ringing on your device.
To disable call forwarding, go to Call Forwarding in your app settings, toggle the forwarding rule Off, and select Save. See Call forwarding on your bOnline phone desktop app or Call forwarding rules in the bOnline mobile app for full steps.
Log out and log back in
If calls are still not coming through, log out of the app and log back in. This refreshes your session and clears most temporary connection issues that prevent incoming calls from ringing on your device.
Open the bOnline app.
Go to Profile and select Log out.
Log back in using your credentials.
Test by calling your number from another phone to confirm incoming calls now ring on your device.
Re-register the app
If logging out and back in does not resolve the issue, re-register the app to sync your device with the server.
Open the bOnline app.
Go to Profile, then Advanced settings, then Event registration.
Select the registration link to re-register.
All users on the account should complete this step to ensure all devices are synchronised.
Not hearing call notifications?
If calls are reaching the app but you are not being alerted, the issue is likely your device notification settings. See Why am I not receiving call notifications on the bOnline app? for steps on checking notification permissions, setting the banner style to persistent, and disabling battery optimisation. To set the banner style to persistent in the bOnline app, navigate to Profile > Advanced settings > Notifications > Notification setting and select "Persistent." This ensures reliable delivery of call and notification alerts.
Stop Calls from Ringing on Your Mobile Device
If you want to prevent calls from ringing on your mobile device while keeping your number active, you can log out of the bOnline mobile app. This will stop calls from being delivered to your mobile device but will still allow them to ring on other connected devices. Alternatively, uninstalling the app will also achieve this result. For detailed steps, refer to the "Log out and log back in" and "Reinstall the App" sections above.
Why don’t greetings or IVR menus play when calls are diverted to a mobile, and how can I fix this?
When calls to your main number are diverted to a mobile device, the greeting or IVR menu may not play. This happens because the call is answered by the destination device (your mobile) before it reaches your call flow. As a result, the system does not have the opportunity to play the greeting or menu options. To ensure that greetings and IVR menus play correctly, you need to disable the network divert and use the bOnline app to handle calls. Below is a step-by-step guide to resolve this issue:
Steps to Fix the Issue
Disable Network Divert
Access your phone settings or contact your mobile network provider to disable the divert feature. This ensures that calls are not routed directly to your mobile network.
Install the bOnline App
Download the bOnline app from your device’s app store (available for both iOS and Android).
Sign In to the App
Open the app and sign in using your account email and app PIN. Follow the app’s setup instructions, including granting any necessary permissions.
Route Calls Through the App
Once the app is set up, calls to your main number will be routed through the app (VoIP) instead of being diverted by the mobile network. This allows the greeting and IVR menu to play before the call is delivered to you. By following these steps, you can ensure that your business calls maintain their professional greeting and menu options, even when answered on a mobile device.
Reinstall the App
If re-registering the app does not resolve the issue, try reinstalling it to ensure a clean setup. Follow these steps:
Log out of the bOnline app.
Uninstall the app from your device.
Restart your device.
Download and install the latest version of the bOnline app from the official source.
Log back in and ensure all requested permissions are granted.
If the issue continues after following all of the above steps, contact the bOnline support team through live chat.