Overview
If receptionists are unable to see incoming calls on their Evo Console interface, it can prevent them from identifying which company the call is for, affecting response accuracy. This guide outlines steps to diagnose and resolve this issue.
Common Causes
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Console not linked to correct extension or customer
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Network or VPN-related disruptions
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Console not refreshing or syncing properly
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SIP misconfiguration or registration issues
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Filter settings hiding inbound calls
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Console software version is outdated
Step-by-Step Troubleshooting
1. Check Extension Assignment
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Ensure the console is assigned to the correct extension and is registered.
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Go to Customers > [Reception User] > Console Settings and confirm extension assignment.
2. Verify Console Sync
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Refresh the console manually.
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Restart the Evo Console or re-login.
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Ensure the browser or desktop version is up-to-date.
3. Confirm Network or VPN Status
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Verify the PC is connected to the correct network or VPN (if used).
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Run a ping test to the SIP server and check for packet loss or high latency.
4. Review Console Filters
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Check if the console has filters applied (e.g., only showing active calls or specific queues).
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Reset view or filters to default.
5. Confirm SIP Device Registration
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Go to Endpoints and confirm if the extension assigned to the receptionist is registered and live.
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If not, check device registration or provisioning errors.
6. Check Call Routing
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Make sure calls are being routed correctly to the intended customer or queue.
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Use the Flows section to trace the routing logic and ensure it ends at the correct customer.
7. Clear Console Cache (if applicable)
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For browser-based consoles, clear cache and reload the page.
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For desktop apps, ensure the latest update is installed.
Still Not Working?
If issues persist after the above steps:
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Contact Evo Support with the affected user, approximate call time, and customer name.
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Include any network screenshots, flow configuration, or console logs if available.