1. MiiTel Support
  2. MiiTel
  3. Frequently asked questions
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  1. MiiTel Support
  2. MiiTel
  3. Calling
  4. I cannot receive calls or my phone is not ringing
  1. MiiTel Support
  2. MiiTel
  3. Calling
  4. I cannot receive calls or my phone is not ringing

I cannot receive calls or my phone is not ringing

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Edited

Edited

If your MiiTel Phone is not ringing when you receive an incoming call, the following may be the cause of the problem. Please read the details below.

Settings for incoming calls may be incorrect

Please follow the steps below to check that the appropriate filters are created for the corresponding phone numbers.

  1. Log in to MiiTel Admin with an account that has administrator role privileges.
  2. Click Incoming > Incoming Call Filter.
  3. Check that a filter is set on the phone number you want to receive incoming calls from, and then click Edit from Edit.
  4. Check that the date, day of the week, start and end time for receiving incoming calls are set in the sections shown in the below picture. If they are not set properly, make changes and click Save. 

filter.png

If there isn't anything wrong with the filter settings, check the settings of incoming call rules for the filter.

The filter is set with incoming call rules. The content of the incoming call rule determines the action to be taken when you receive a call, such as giving a signal to the user, playing an announcement, or connecting to a voicemail. Follow the below steps to check if the appropriate incoming call rules are set in the filter.

  1. Log in to MiiTel Admin with an account that has administrator role privileges.
  2. Click Incoming > Incoming Call Filter.
  3. Check the name of the incoming call rule where the filter is set for the phone number.

filter2.png

  1. Click Incoming > Incoming Call Rule on the left menu bar.
  2. From the list of incoming call rules, find the incoming call rule that you checked in step 3, and click Edit from Edit.
  3. Check that the incoming call setting is set to receive incoming calls referring to "2. Setting of Incoming call rules for simultaneous calls (How to receive incoming calls)" in "Incoming call setting example: During business hours (Setting: ring to all users at the same time)". If you have set a group to receive calls, please also check the group name. *English page will be available soon.

If the incoming call rules are set properly, check the group that is applied to the incoming call rules.

When Ring group users are set in the incoming call rule, a group is set to which group the incoming call will be sent. Check that the user who will answer the incoming call is registered in this group.

  1. Log in to MiiTel Admin with an account that has administrator role privileges.
  2. Click User > User Group.
  3. From the group name set in incoming call rules, click [ ellipsis-v-light__1_.svg ] >  Edit.

usergroup.png

  1. In the list of users that is displayed, check that the users who do not receive incoming calls are checked. If they are not, please check them and click Save.

MiiTel Phone is not running

  • In order to receive phone calls, at least one MiiTel Phone must be activated, and the user's status needs to be Available.
  • In particular, if you are using Salesforce Classic, it may take a few seconds for MiiTel to become available for calls because the entire page reloads when you switch pages. If you receive a call during this process, you will not be able to receive the call. To avoid this, we recommend users use Lightning Experience or have MiiTel Phone Chrome Extension activated in the corner of the desktop.
  • If you switch tabs frequently, depending on the timing, you may receive incoming calls in the tab that was previously open.

Your MiiTel Phone is set to reject incoming calls

You can set your MiiTel Phone to reject incoming calls. Phone with this setting will be displayed as Outgoing calls only.

To receive incoming calls, please follow the steps below to accept incoming calls.

outgoing_call_only.gif 

1Click  chevron-down-regular.svg  located next to the username.

2Click Available.

3Status of your MiiTel Phone is now set to Available.

Another user received a call

If another user answers the call before you, you will not be able to answer the call. If more than one user answers the call at the same time, only one of the users can answer the call.

  NOTE

  •   By setting up an automatic transfer feature, even if you were not able to answer the call on your MiiTel Phone, you can forward calls to your cell phone or fixed phone to reduce missed calls.

No ringing sounds due to autoplay policy in Google Chrome

If there is no interaction from the user such as clicking or keyboard operation by Policy Changes of Google Chrome that took place in April 2018, the sound is set up as not to be heard. However, from MEI (Media Engagement Index) which is determined by user's usage, some users will be able to hear or make sounds even if there is no interaction from the user such as clicking or keyboard operation. Therefore, we recommend users set up the notification feature to ensure the notification of incoming calls.

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