What to check when your number doesn’t ring, callers get cut off, or calls go somewhere unexpected — follow the number’s route from Numbers to find where the call stops.
¶ Symptom → cause → fix
| Symptom | Likely cause | Fix |
|---|---|---|
| Number never rings anywhere | Route points at a user, group or queue with no registered device | Check the user's handset or app is logged in; check group/queue members under Tools / Setup → Groups / Queues |
| Only step 1 shows / no Add Step button | Step 1 is an IVR, Voicemail, Divert or other route-ending type | By design — change the keys in Tools / Setup → Interactive Voice Response (see IVR) |
| Menu plays, then callers are cut off | IVR System Routes are empty, or the key pressed is not configured | Edit the IVR under Tools / Setup → Interactive Voice Response and fill every key the announcement mentions plus all three System Routes — see IVR |
| Expected it on my mobile, nothing rings | No step or key sends the call to the mobile | Set a Divert step/key to the mobile, set an Immediate diversion, or sign in to the VocPhone mobile app as a user — see Call Diversions |
| Rings the wrong place, or only at certain times | Time Conditions are on and a different route is active | Check business hours vs after hours, public holidays and the *280 override — see Business Hours |
| Route looks right but calls go elsewhere | An Immediate diversion is set on the number | Numbers → click the number → Diversions → remove or change it |
| Number recently ported, no calls | Port hasn't cut over yet | Check the porting status on Numbers; the number isn't ours to route until cut-over |
¶ Check the route
- Go to Numbers and find the number. Routing To (①) shows where it points; click Show Routes (②) for every step.
- Follow the first destination:
| Routes to… | Check |
|---|---|
| Interactive Voice Response (IVR) | Tools / Setup → Interactive Voice Response → Edit → Route Configuration: are the keys callers press configured (①)? Are all three System Routes (②) filled? Empty = callers are hung up. Does each destination actually ring someone? |
| User | Is their handset or mobile app registered and online? |
| Call Group / Queue | Tools / Setup → Groups / Queues: are the right members in it, and are their devices online? |
| Divert | Is the external number correct? |
- On Numbers → click the number → Diversions: an Immediate diversion overrides the route.
- If Time Conditions is on, confirm which route applies right now — see Business Hours.
¶ Expecting calls on a mobile?
A mobile only rings if one of these is true:
| Method | Where it's set |
|---|---|
| A route step or IVR key is a Divert to the mobile | Call Routes / IVR |
| An Immediate diversion to the mobile | Numbers → the number → Diversions — see Call Diversions |
| The person has the VocPhone mobile app and a step or key rings that User — it rings the user's devices, including the app | Users |
¶ Test it
- Call the number from another phone.
- Open Calls & Records and find the call to see where it went — see Call logs and recordings and Reporting.
Still stuck? Call 1300 881 662 or email support@unidenvoice.com (Mon–Fri 9am–5pm) with the number and the time of your test call.