Calls aren't ringing

Is it everyone, or just one person? If no calls are reaching anyone, check System status first. If we know about a problem, it's posted there and shown in a banner at the top of the console.

Then go through these questions in order. Most problems are found in the first three.

1. Is the number working?

Open Phone numbers and find the number people are calling. Look at its badge:

• Ready: the number is fine. Go to step 2.
• Setting up: a new or transferred number is still being connected. Give it a little time.
• Needs attention or Problem: something is wrong with the number itself. Open it to see why, or contact support.
• Released: the number is no longer on your account.

Is it a number you're still moving from another carrier? Calls go to your old carrier until the transfer finishes. Check the Port requests tab.

2. Where does it ring?

Each number shows where its calls go, next to it in the list:

• → Ext 101 · Name: it rings that extension. Go to step 3.
• → Queue: Name: it goes to a queue. If it says (inactive), the queue is turned off and rings nobody. Turn the queue back on or point the number somewhere else.
• → Flow: Name: a call flow decides. Check the flow, for example its business hours. Calls after hours may go straight to voicemail on purpose.
• → Receptionist: Name: your AI receptionist answers. See The receptionist didn't answer.
• Nothing shown: the number isn't pointed anywhere. Open it and set its Routing.

3. Does the person have a phone that's on?

Open Devices. Use the filters across the top: Online, Offline, Setup and Off.

• No phone at all: the extension has nothing to ring. A person's browser phone appears when they sign in. Desk phones are added here.
• The phone isn't on their extension: open the phone and check its Rings on tab. "Not assigned to any extension yet" means it can't ring. Use Assign to extension.
• Offline: the browser phone only rings while it's open and online. Leave a browser tab open with the phone, or use the Windows desktop app, which rings even with the browser closed.
• Off: the phone is turned off in Hey Quad. Turn it back on.
• A desk phone is offline: see My desk phone isn't working.

4. What is the person's status?

In the phone, tap your status. Away and Do not disturb stop calls from ringing you. Set it back to Available.

If your phone shows Go online, press it. You can't take calls while offline.

People already on a call aren't rung by a queue until they're free.

5. Is it a queue?

• Is the person a member of the queue?
• Are they paused? In the phone's status, queues you belong to show Pause all or Resume all.
• See Build a call queue.

6. Does it ring, but you don't hear it?

• Check your computer's sound and the speaker chosen in the phone's settings, under Audio & devices.
• On a phone's web browser, tap anywhere on the Hey Quad page once after you open it. Phones block sound until you've touched the page.
• Allow notifications for Hey Quad in your browser.

Still not ringing?

Make a test call from a cell phone. Then open Reports → Call history, find the call, and note its Call #. Contact support with the number you called, the time and the Call #.

Or press Get help (the ? in the console's top bar). It searches help first, then sends us your request with the page you're on. Follow our reply under My support tickets in your avatar menu.