| A user cannot receive calls; their dot is yellow | Their app or phone is not registered. Ask them to sign out and in again. Check Mapping Service (4.4) uses the right extension and PIN, and that the SIP account is enabled (chapter 12). |
| Calls to a number go nowhere or fail | Open the number in PBX Manager > Number and check Assign to and the Target Endpoint (15.1). Check that the destination group, IVR or schedule is enabled. |
| Callers are cut off in the menu | The IVR Fall Back is set to None (Hang up). Choose a destination (9.5). |
| Calls are rejected with "Closed hours" | Check the opening times and holidays in Office Hours (10.1, 10.2), and the Closed Hours route (10.3). |
| A user cannot call abroad | Users > Features > Outgoing Call: switch International on (7.4). |
| Forwarding does not work | A call is forwarded only once. If the target also forwards, the call stops with them. Conditional forwarding only applies to direct calls, not group calls (7.4). |
| No recordings appear | Check Call recording in General Settings (6.2) or the user's Call Recording toggle (7.4). Make sure the date range in Call Logs includes the call (11.1). |
| The Save button is greyed out | Nothing has changed yet, or a required field (red *) is empty. |
| Call Logs shows "No Call Logs Found" | By default only today is shown. Change From Date and click the filter button (11.1). |
| You cannot open the portal | Your account needs the admin role. Ask another administrator to add it (4.3). |