I cannot make/receive calls

Modified on Tue, 31 Oct, 2023 at 6:00 AM

Area	Checklist – User cannot MAKE calls
Confirm settings	1. Is the customer logged in? 2. Account/Phone No. in a live status (not suspended)? 3. Is the softphone turned on? 4. Is the number on the correct Gamma endpoint active with us? 5. If Android, the battery optimization settings are disabled for bOnline phone app.
Identify the type of call failing	1. Call your voicemail, using the function key of your phone. 2. Make an internal call to an extension. 3. Make an external call to a landline number if only landline calls fail, then try using an escape code – ie. the ‘0’ prefix to the number or area code is correct e.g. +44.
More checks	1. Check that the terminal is in service 2. Check there is no call barring for the user. Call barring can be applied on internal, external, and INTL calls, and can be linked to a calendar. 3. Ensure user rights are fine at the time of the test. 4. Check the user has a DDI number. If the user does not have a DDI number, the enterprise must have a pilot number declared, and the user must be configured to use this pilot number as a caller ID for outgoing calls. 5. Check that the customer has a good internet connection.

Area	Checklist – User cannot RECEIVE calls
Confirm settings	1. Is the customer logged in? 2. Account/Phone No. in a live status (not suspended)? 3. Is the softphone turned on? 4. Is the number on the correct Gamma endpoint active with us? 5. If Android, the battery optimization settings are disabled for bOnline phone app.
Check call rules	1. Check that DND mode hasn’t been activated by mistake. Most phones display messages on the screen when DND is active. You can also check in MyIstra, a red stripe appears if the DND mode is active. 2. Check you have no forwarding / Call Screening activated. In the MyIstra config menu “Incoming call rules”, check that no forwarding and no call screening are active checks that the terminal is in service. 3. Confirm that business hours are open and check the call flow to make sure that the configuration is correct. 4. Does the dial menu option lead to an active user? 5. Are there users in the group and is the group active?

Helpful link to send to the customer:

https://bonline.elevio.help/en/articles/281-i-can-t-make-receive-calls

How to disable battery optimization
When first using your bOnline mobile app on Android you will need to set up your softphone. The following message will appear when turning it on for the first time.

To ensure there are no issues when using your softphone, you will need to turn off the Power Saving Mode.

Go to Battery optimization in your phone settings under all applications.
Make sure that “Not Allowed” is changed to “All apps”

Search for the bOnline phone app.

Toggle off the power saving feature.