IO Phone - Call Issues & Troubleshooting | IO Phone

General Notes

Issues that are not reproducible or intermittent in nature, should not be reported
Always request call examples of the reported issue, having occurred within the last 24 hours
Having multiple recent call examples ensures that the issue is ongoing and is worth investigating further
Ask when the issue began & if anything has recently changed, either with the device they’re using or with their IO Phone configuration
- If there have been recent changes, see if they can be reverted and retry

Common Issues

Check the call log’s event log at the bottom:
- Does the log show that the affected worker(s) are properly being dialed?
  - If so, and no error messages are present, review 'Not Receiving Calls on Specific Device'
  - If there are error messages present in the event log, review 'Error Messages'
  - Otherwise, review 'Ring Schedule Issue'

First, review 'Not Receiving Calls on Specific Device' to ensure it isn’t something external that could be causing the issue
Otherwise, if the issue is persistent, this is likely something we’ll need to escalate to Bandwidth

Ensure the user does not have any sort of spam filtering or 3rd party software installed on their device that could be interfering with IO Phone. **Please note: Carriers may block your IO Phone number and prevent it from dialing/forwarding to your device that matches the number on your ring schedule. We recommend is disabling any spam blocking whether 3rd party or device related and use these sites below to keep your number off spam lists:
Free Caller Registry
Submit a request – Hiya
Report Improperly Identified Calls
www.voicespamfeedback.com

Also, potentially

The user could try enabling/disabling wifi calling on their device, if supported
- If using wifi calling, the user could try connecting to a different network
Try to rule out the possibility of any external issues, like poor service or reception
- Are they seeing missed calls show up on their device? If so, it could be something external to IO Phone/Bandwidth
On your ring schedule, try switching which number is shown in the caller ID. We typically recommend setting it to your company number, but if you are having trouble, switching to the customer number may help identify if your company number has a bad reputation or is being blocked by your carrier.
If none of the above applies, this is something we’d need to escalate to Bandwidth to look further into. Possibly a quick routing adjustment on their end is all that’s needed

Carefully review the affected ring schedule(s):
- When the issue occurred, should the schedule have matched? (e.g: call occurred on Sunday but schedule is only M-F)
- Is the delay set too high? (e.g: call only lasted five seconds but the ring schedule delay is set to begin ringing after 10 seconds)
- Are there filter(s) applied to the ring schedule?
  - If so, review the filter(s) and ensure the filter should’ve matched the phone number the call originated from
- If the user has multiple IO Phone numbers, is the ring schedule associated with the number that the caller dialed?
Review any relevant voicemail boxes:
- Are there any (non-Worker) voicemail boxes that have a delay set lower than that of the affected ring schedule(s)? If so, the call will go to voicemail before the worker is dialed

Some error messages may be human readable and should be self explanatory as to what the issue is
Otherwise, a few common ones include:
- Service unavailable: Usually something a routing adjustment can resolve (will +need to be escalated to Bandwidth)
- Destination not found: Usually something a routing adjustment can resolve (will need to be escalated to Bandwidth)
- Failure processing PlayAudio: Usually indicates an audio file issue (greeting audio, voicemail recording, etc.)
- Callback event [...] failed: Usually indicates a temporary server issue on either our end or Bandwidth’s