Overview
A user reported that their extension was not ringing on the softphone app when calls came in. The app appeared connected, but they were unable to receive any incoming calls. Outbound calls were working fine.
Root Cause
The issue was related to the "Available" status being inactive on the softphone app. The agent was logged in, but the status was either manually changed or not set to "Available," preventing incoming calls from being routed properly.
Troubleshooting Steps
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Confirm App Status
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Open the softphone app (EvoVoice app or third-party app like Bria).
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Check if the user is logged in successfully.
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Ensure the app status is not set to “Offline,” “Busy,” or any other custom status that disables ringing.
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Set Status to Available
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Tap the profile icon or status icon within the app.
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Manually select “Available” from the list.
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Wait a few seconds to ensure the change takes effect.
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Test Incoming Call
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Place a test call to the extension.
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Confirm the call rings and the user is able to answer it.
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Verify Device Notification Settings (if issue persists)
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Ensure the phone/tablet is not on Do Not Disturb.
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Confirm the app has permission to send notifications and access the microphone.
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Prevention
Encourage users to always check their softphone status when starting their shift. A status set to anything other than “Available” may block incoming calls.
Resolution
After setting the status to "Available", the extension was able to receive incoming calls successfully. No further issues were reported.