Forum Discussion

mikelang's avatar
mikelang
New Member
3 months ago
Solved

SMS NOT RECIEVING IN MY OTHER GRASHOPPER NUMBER

Hi, please help me, one of my numbers in grasshopper doesnt reviece call and text message

  • GlennD's avatar
    GlennD
    3 months ago

    Hi mikelang, welcome to the community.

     

    Please check the the following to troubleshoot not receiving calls.

     

    1. Make sure your account has active, working business phone numbers within Grasshopper.
    2. Check to make sure you haven't enabled do not disturb.
    3. Ensure call forwarding is set up correctly.
      • If no call forwarding numbers are added for an extension (or they are all set to "off"), calls to that extension will be sent straight to voicemail.
      • If your forwarding number is international, enable international calling for your account.
      • The desktop app will still receive calls as it doesn’t follow the call forwarding rules. Sign in to the desktop app, and calls will ring to the desktop app for 20-30 seconds, regardless of call forwarding rules.

    Tip: We recommend calling the forwarding numbers listed for an extension to verify the issue isn’t with the forwarding number itself.

    1. Confirm your extension forwarding is turned on.
    2. Check your ring time. The ring time dictates how long a call will ring before the call is sent to voicemail. Your ring time may need to be longer to allow time for your phone to ring. Learn how to change your ring time.
    3. Check the incoming call settings on your main business phone number. Verify that the phone number is either forwarding to the extension of your choosing or that the main greeting instructs callers to dial an extension.
    4. Verify your schedules are set up accurately so calls aren’t being sent to an away greeting. Also, check that your time zone is correct for the schedules to follow.
    5. Make sure your main greeting is what you expect it to be. If the greeting is the wrong audio file, callers may be confused.
    6. Verify you haven’t blocked your business phone number or the incoming caller's phone number on your device. Check your device's blocked phone numbers to ensure you didn’t accidentally block your these phone numbers. 

5 Replies

  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    Hi iowan​ Welcome to the Community. 

    If you haven't already, please review the troubleshoots in Glenn's post. I have also created a case for our support team to review with you. 

  • iowan's avatar
    iowan
    New Member
    2 months ago

    I also have 2 numbers and only one is available on the app.

     

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 months ago

    Thank you. Since you have checked those settings and some calls and messages are being received, I've asked our support team to contact you directly and troubleshoot.

  • mikelang's avatar
    mikelang
    New Member
    3 months ago

    everything was setup properly but still not manage to recieve some text/calls

  • GlennD's avatar
    GlennD
    GoTo Manager
    3 months ago

    Hi mikelang, welcome to the community.

     

    Please check the the following to troubleshoot not receiving calls.

     

    1. Make sure your account has active, working business phone numbers within Grasshopper.
    2. Check to make sure you haven't enabled do not disturb.
    3. Ensure call forwarding is set up correctly.
      • If no call forwarding numbers are added for an extension (or they are all set to "off"), calls to that extension will be sent straight to voicemail.
      • If your forwarding number is international, enable international calling for your account.
      • The desktop app will still receive calls as it doesn’t follow the call forwarding rules. Sign in to the desktop app, and calls will ring to the desktop app for 20-30 seconds, regardless of call forwarding rules.

    Tip: We recommend calling the forwarding numbers listed for an extension to verify the issue isn’t with the forwarding number itself.

    1. Confirm your extension forwarding is turned on.
    2. Check your ring time. The ring time dictates how long a call will ring before the call is sent to voicemail. Your ring time may need to be longer to allow time for your phone to ring. Learn how to change your ring time.
    3. Check the incoming call settings on your main business phone number. Verify that the phone number is either forwarding to the extension of your choosing or that the main greeting instructs callers to dial an extension.
    4. Verify your schedules are set up accurately so calls aren’t being sent to an away greeting. Also, check that your time zone is correct for the schedules to follow.
    5. Make sure your main greeting is what you expect it to be. If the greeting is the wrong audio file, callers may be confused.
    6. Verify you haven’t blocked your business phone number or the incoming caller's phone number on your device. Check your device's blocked phone numbers to ensure you didn’t accidentally block your these phone numbers.