Inbound Call Failure
If your phones are not ringing when they should be there are a few things you can do to try to resolve the issue. Below are common scenarios with steps you can take to try to address them.
- Every call gives a service error
- Every call goes to voicemail
- Specific carrier fails (i.e. calls from only Verizon phones fail)
- Intermittent failure
Every call gives a service error
If every call to your phone number gives a not-in-service error, this usually means the number is not assigned anywhere on your account. Check your account and ensure the number is assigned to the correct user or call flow. If you can call the phone number from a Nextiva phone and it works, please gather examples of the inbound failures that are less than 24 hours old and reach out to Nextiva support. Your examples need to have the following information:
- From Number: NXXXXXXXXX
- To Number: NXXXXXXXXX
- Date/Time: MM/DD/YYYY HH:MM (Time Zone)
- Behavior/Error: (describe what happens)
Every call goes to voicemail
Every call going to voicemail usually indicates either Do Not Disturb is enabled or all devices that are supposed to ring are deregistered (disconnected) from the Nextiva servers.
Check to make sure Do Not Disturb is turned off on the user(s). If Do Not Disturb is turned on, turn it off and try calling again.
If Do Not Disturb is off, follow our Deregistration troubleshooting steps, as the phone may have lost connection to the Nextiva servers.
If after trying the above you are still having issues, please gather examples of the inbound failures that are less than 24 hours old and reach out to Nextiva support. Your examples need to have the following information:
- From Number: NXXXXXXXXX
- To Number: NXXXXXXXXX
- Date/Time: MM/DD/YYYY HH:MM (Time Zone)
- Behavior/Error: (describe what happens)
Specific carrier fails
If you are able to identify calls from a specific carrier (AT&T, Verizon, and T-Mobile are the most common) are failing to connect, there are a few things to check.
If you ported your phone number into Nextiva from that carrier, you may need to reach out to them and advise that you have ported away and the carrier needs to remove the number from their switch. Due to CPNI laws, Nextiva is unable to make this request on your behalf.
If you did not port your number from that carrier, the quickest way to resolve the issue is to have someone who uses that provider contact their provider about the routing failure. You can also gather examples of inbound failures that are less than 24 hours old and reach out to Nextiva support. Your examples need to have the following information:
- From Number: NXXXXXXXXX
- To Number: NXXXXXXXXX
- Date/Time: MM/DD/YYYY HH:MM (Time Zone)
- Behavior/Error: (describe what happens)
Be aware that it takes longer for Nextiva to resolve the issue as we have little to no control over how another carrier routes their calls.
Intermittent failure
Intermittent failure can be one of the most difficult issues to troubleshoot as the problem cannot be replicated on demand. Please ensure your network meets our networking guidelines, gather examples of inbound failures that are less than 24 hours old, and reach out to Nextiva support. Your examples need to have the following information:
- From Number: NXXXXXXXXX
- To Number: NXXXXXXXXX
- Date/Time: MM/DD/YYYY HH:MM (Time Zone)
- Behavior/Error: (describe what happens)
Our support team will review both your network and your call examples to isolate and determine why calls are not ringing.