Incoming Call Does Not Ring Phone

Basic Troubleshooting

This is a basic list of items to check in the event that incoming calls are not ringing through.

If the phone doesn't beep when a second call comes in:
- You may have call waiting disabled. Dial the Feature Code to enable call waiting.
- You may have Call Forward Busy enabled. Dial the Feature Code to disable Call Forward Busy.
If the phone does not ring when a caller is dialing a Ring Group or Queue:
- You may have Call Forward Busy enabled. Dial the Feature Code to disable Call Forward Busy.
- Is the extension part of the correct Ring Group/Queue?
- Is Do Not Disturb (DND) turned on? Dial the Feature Code to disable Do Not Disturb.
- Do you have Call Forwarding turned on? Dial the Feature Code to disable Call Forwarding.
- Do you have a Follow Me enabled? Dial the Feature Code to disable Follow Me.
- Is the Ring Group or Queue set to ignore busy agents? A busy agent is defined as a phone on an existing call. Log into the PBX Admin GUI and check settings for Ring Groups or Queues.
- Does the line button flash but the phone is not ringing? The ringer might be turned off. Please see phone settings to check or correct this.
- Is the user paused in the Queue? Please see Agent Pause and UnPausing.
If NO phones are ringing:
- Is the system in Day/Night Mode?
- Is it currently in an after hours/different Time Condition?
- Is the call reaching the PBX?

Log into the Asterisk CLI.
Issue tail -f /var/log/asterisk/full | grep 12223334444 (Note, the number should be of a phone you can call into the system from).
Place a call into the PBX from the phone number you previously specified while watching the CLI output. If the call is reaching your PBX you should see it.
- If the call is not reaching your PBX, verify trunking connectivity. (Analog, PRI, SIP)
- If the call is reaching your PBX, verify internal call handling. (Time Conditions, Queues, IVR's)