Follow the steps below to troubleshoot not receiving calls.

1. Ensure call forwarding is set up correctly.
   • If no call forwarding numbers are added for an extension (or they are all set to "off"), calls to that extension will be sent straight to voicemail.
   • If your forwarding number is international, enable international calling for your account.
   • The desktop app will still receive calls as it doesn’t follow the call forwarding rules. Sign in to the desktop app, and calls will ring to the desktop app for 20-30 seconds, regardless of call forwarding rules.

   Tip: We recommend calling the forwarding numbers listed for an extension to verify the issue isn’t with the forwarding number itself.
2. Confirm your extension forwarding is turned on. Sign in to the admin portal, go to Extensions, select Edit next to your extension, and then make sure forwarding for the phone number is toggled On.
3. Check your ring time. The ring time dictates how long a call will ring before the call is sent to voicemail. Your ring time may need to be longer to allow time for your phone to ring. Learn how to change your ring time.
4. Check the incoming call settings on your main business phone number. Sign in to the admin portal, go to Settings > Numbers, and then verify that the phone number is either forwarding to the extension of your choosing or that the main greeting instructs callers to dial an extension.
5. Verify your schedules are set up accurately so calls aren’t being sent to an away greeting. Also, check that your time zone is correct for the schedules to follow.
6. Make sure your main greeting is what you expect it to be. If the greeting is the wrong audio file, callers may be confused.