Troubleshooting: Calls not connecting when you answer your phone

Overview

This article will help you to troubleshoot the following symptoms:

  1. You answer your phone and no one is there.
  2. You answer your phone, and you get on-hold music.
  3. You answer your phone, and it keeps ringing.

It contains the following sections:

Troubleshooting preparation

This process requires administrator access to the account portal call history. 

To troubleshoot:

  • Before you begin, check the Google Play Store / Apple App Store to make sure you have the latest version of the Spoke Phone app.
      • If you were on an old version, this may have been the cause of your connection issues.
      • Before troubleshooting, we would recommend waiting to see if the issue occurs again
        on the updated version of the app.
  • Find at least one recent example in your call history of a call that you answered, which did not connect.
  • Use the call example(s) and the table below to identify the cause of the connection error.

Common causes and how to resolve

Potential cause How to test/resolve

The caller hung up when you answered, or slightly before you answered.

When a caller hangs up early, we send a background message to your app to tell it to stop the ringing on your phone. Depending on the timing of these events, your phone processing speed, and your internet connection at that moment, you may answer the call before your phone has had a chance to stop the ringing. 

To test:

Check the call details for that specific call in the account portal call history.

Scroll down to the 'Event timeline' to see the timing of different call events. Look for when you joined the call (i.e. when you answered) and when the caller ended the call (i.e. when they hung up). 

Someone else answered when you answered or slightly before you answered.

When this happens, Spoke Phone will try to play you a message telling you that someone beat you to the call. Depending on the timing of these events, your phone processing speed, and your internet connection at that moment, you may or may not hear this message when you answer. 

To test:

If there is no 'missed call' in your app call history for this call, this is a good indication that someone else in your team successfully answered it. 

Alternatively, you can search for that specific call in the account portal call history.

Check the status column to see if it was answered, and the 'answered by' column to see who answered the call. 

The caller was sent to voicemail when you answered or slightly before you answered.

To test:

Look in your app call history to see if there is a missed call with a voicemail icon for this call. 

Alternatively, check the call details for that specific call in the account portal call history.

Scroll down to the 'Event timeline' to see the timing of different call events. Look for when you joined the call (i.e. when you answered) and how long the caller had already been waiting for someone to join the call. 

To resolve:

If this is a recurring issue, we recommend you check your call group settings to manage how long the caller waits before they are sent to voicemail. 

Your WiFi network does not meet Spoke Phone requirements for good call quality. 

If none of the above reasons fit your call example, or you frequently experience the timing issues mentioned above, we would recommend testing your internet connection. 

To test:

We recommend testing for 1-2 days with WiFi turned OFF on your phone to see if the issues persist while using 4G mobile data (assuming you have good 4G mobile data signal strength and speed).

If you see an improvement while using 4G mobile data, this is an indication that your WiFi network may be contributing to these issues. 

To resolve:

We recommend you enlist the help of a local IT professional and get your WiFi and router configured to meet Spoke Phone's WiFi requirements for good call quality.

 

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