Incoming Calls Aren't Reaching You

When calls stop coming through, it is usually one of a handful of settings quietly getting in the way. Work through this checklist from top to bottom and you will find the culprit most of the time.

Quick checklist

• Is Do Not Disturb turned off?
• Is your phone or softphone showing as online / registered?
• Is call forwarding sending your calls somewhere else?
• Are you inside your business hours?
• Does the number actually point to you (and not, say, a voice menu)?

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Step 1: Turn off Do Not Disturb

Do Not Disturb (DND) silences every incoming call, so it is the first thing to rule out.

• Look for a Do Not Disturb toggle in your softphone or mobile app and switch it off.
• Or, from your ReliaRing phone, dial *79 to turn Do Not Disturb off (*78 turns it on).

Step 2: Confirm your device is registered

Your phone or softphone has to be connected ("registered") to receive calls. Go to Hardware → My Devices to see your devices and whether each is Online or Offline. An offline device will not ring.

If a device shows offline:

• Reload the softphone page, or restart the mobile app.
• Check that the device has internet.
• For a desk phone, see My Desk Phone Shows Offline or Not Registered.

Step 3: Check call forwarding

If forwarding is on, your calls may be ringing somewhere else on purpose.

1. Go to Settings → Call Forwarding.
2. Look for an Always rule (it sends every call away before your phone rings) or an Unavailable rule.
3. Turn off or adjust any rule you did not mean to set.

Step 4: Check your business hours

Many accounts route calls differently outside working hours - often straight to voicemail or an after-hours message.

1. Go to Organization → Business Hours and confirm the current time falls inside your open hours.
2. If you use per-location night service, check Organization → Business Locations as well.

Step 5: Check where the number points

A phone number can be set to ring an extension, a group, or an auto-attendant. If callers reach a menu or a message instead of you, the number may be routed to a voice menu.

1. Go to Phone Numbers → Your Numbers and open the number in question.
2. Review its routing. If it points to a Voice Menu (auto-attendant) or another destination, update it to ring you (admins only).

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Test it

Call your ReliaRing number from a different phone (such as your mobile).

• If it rings now, the problem was temporary or you just fixed it.
• If it still does not ring, note the time you tested and contact support - see Before You Contact Support for the details that speed things up.