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What to do when your phone is not ringing

Objective

Use these checks when your desk phone or ConnectUC app does not ring for incoming calls.

When to use this

Use this guide when callers reach voicemail, another phone rings instead, or incoming calls appear as missed without ringing your device.

Steps

Stage 1 — Determine which device is affected

  1. Call your business number or extension from another phone.
  2. Check whether the desk phone, ConnectUC Desktop, and ConnectUC Mobile ring.
  3. Note whether the problem affects one device or all devices assigned to your extension.

Stage 2 — Check the desk phone

  1. Confirm that the phone is powered on and does not display No Service or Unregistered.
  2. While the phone is idle, press the volume-up button to increase the ringer volume.
  3. Check the screen for a DND or Do Not Disturb indicator. If DND is active, press the DND soft key to turn it off.
  4. Check for a call-forwarding indicator. On supported Yealink phones, open Menu → Features → Call Forward and confirm that Always Forward is disabled unless you intend to use it.

Stage 3 — Check ConnectUC

  1. Open ConnectUC and select your user icon.
  2. Confirm that Do Not Disturb and Disable Calls are off.
  3. On a mobile phone, confirm that device notifications, background activity, and cellular data are allowed for ConnectUC.
  4. Confirm that the extension is not signed in to more than one ConnectUC Mobile device.
  5. Sign out of ConnectUC, sign back in, and repeat the test call.

On an iPhone, Focus mode can also silence ConnectUC. Open Control Center and confirm that Focus or Do Not Disturb is off.

Verification

  1. Place another inbound test call.
  2. Confirm that the expected device rings and displays the incoming caller.
  3. Answer the call and confirm two-way audio.

Expected result: Incoming calls ring the intended device and can be answered normally.

Contact Automated Telecom Support

If the phone still does not ring, contact Automated Telecom Support at 760.837.7000 or support@automatedtelecom.com. Include your extension, affected devices, the test-call time, and the calling number.

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