Troubleshoot - Inbound Call Problems

Owned by David Klein
Last updated: Oct 27, 2020 by Eric Ronhovde

Description:

This article will show you how to do the following:

  • Troubleshoot inbound call failures to the Audian network. 

Inbound call failures can be characterized by the error you hear when calling the number which are listed below.

Methods:

 1. Fast busy
  1. Replicate the issue by calling the number in question on a cell phone.

    • If the call goes through try calling the number in question again from the line that failed .

    • If doesn’t work call Audian's technical support 844-611-6110, Opt 2.
 2. Call Quality

Inbound and Outbound call audio cutting in and out, all audio disappears but call is still showing connected.

See Article: T: Call Quality Troubleshooting

 3. Call Cannot be Completed as Dialed
  1. Get examples of failed inbound calls.
  2. Check call logs.
    • Look for examples of a call coming in and then trying to transfer/forward to an incorrect extension
  3. Check to see if we own the number being called.
  4. Replicate the issue by calling the number in question on a cell phone.

    • If the call goes through, try calling the number in question again from the line that failed.

    • If doesn’t work call Audian's technical support 844-611-6110, Opt 2.
 4. Call Routes to the Wrong Person/Company
  1. Get examples of failed inbound calls.
  2. Check call logs.
  3. Check for forwarding settings on device and in Smart PBX.
  4. Replicate the issue by calling the number in question on a cell phone.

    • If the call goes through, try calling the number in question again from the line that failed.

    • If doesn’t work call Audian's technical support 844-611-6110, Opt 2.