Incoming Calls Not Ringing - Waveline Support

When an incoming call does not ring the person or device you expected, start by checking whether it affects everyone, one teammate, or one device. This helps you identify whether to review the inbox's routing, your availability, or the device receiving the call.

If the call connects but you cannot hear each other, see Call Quality instead.

Identify what is not ringing

Choose the situation closest to yours:

Nobody receives the call: start with the number's inbox assignment and the inbox's call flow.
Other teammates receive it, but you do not: check your availability, inbox role, and ring order.
One device rings but another does not: check the enabled calling methods and the affected device.
Calls go straight to voicemail: check availability and the route the call follows before reaching voicemail.

Make a test call from an outside number. Note which business number you called, when you called, and what you heard.

Check your availability

Set yourself to Available before testing. Waveline skips you when your status is Offline on web or Away on mobile.

Your availability applies across all inboxes you participate in. Being Available allows Waveline to consider you for incoming calls, but the inbox must still be configured to ring you.

See Availability for where to find and change your status.

Already on another call?

Open Settings → Preferences and review Allow concurrent calls (Allow Concurrent Calls in the mobile app). When this is off, Waveline skips you for new incoming calls while you are already handling a call.

Check your inbox role and ring order

Open Inboxes and select the affected inbox. If you cannot review its settings, ask someone who can manage that inbox to help.

For a shared inbox, confirm that you have the Member or Manager role under People. Viewers can read the inbox but do not ring.
Confirm that you are included in the ring group that should receive the call.
Confirm that your intended calling methods—Web/Mobile, Deskphone, or both—are enabled.

Being a Member or Manager does not automatically add you to the ring order. An organization Owner or Admin can have management access without being a working participant.

In a shared inbox, later groups ring only if the call reaches them. If someone in an earlier group answers, your group will not ring.

For a personal inbox, review the assigned teammate's Ring Settings. Following someone else's line as a Viewer does not make your devices ring.

See Inbox roles and Default Ring Order for configuration instructions.

If nobody receives calls to the number

Have an Owner or Admin confirm that the business number is active and assigned to the intended inbox. A number that has not finished porting is not yet ready to receive calls through Waveline.

Next, review the inbox's published call flow. Follow the route the caller takes and confirm that it reaches a Ring Users step containing the intended teammates.

If that step uses Use inbox default ring order, review the inbox's default order. If it uses custom groups, review the groups inside that step instead.

See Assigning Numbers, Choose or Port a Number, and Ring Users.

Check hours and published changes

Open the inbox’s hours and check its timezone, weekly open periods, holidays, and custom dates. A custom date overrides a holiday, and a holiday overrides weekly hours. Overnight ranges belong to the day they start, but a date exception interrupts them at midnight.

Confirm that the published call flow reaches the Inbox Hours step and connects its During Hours and After Hours routes to the intended destinations. An open schedule does not make a teammate available; check personal availability and the ring order too.

Changing the hours does not require republishing the flow. Adding, removing, or reconnecting a routing step does. Allow up to one minute after a schedule change before testing a new call.

See Inbox Hours for the complete instructions and walkthrough.

If only one device does not ring

Web or desktop app

Confirm that Waveline is open, signed in, and connected. If an incoming call appears in Waveline but no alert appears outside the app, review Notifications.

If Waveline shows a sign-in or connection warning, follow App Connection Issues before refreshing or signing out. A warning does not necessarily mean that an active call has stopped working.

Mobile app

Confirm that you are signed in and that Waveline has the required notification and incoming-call permissions. Check whether the phone's notification, sound, or Focus/Do Not Disturb settings are silencing the alert.

See Notifications for device-specific guidance.

Deskphone

Confirm that the phone is connected and that Deskphone is enabled for the teammate in the applicable ring settings. A phone can be successfully provisioned without being enabled in an existing ring group.

See Manage a Deskphone and Default Ring Order.

Direct to Cell

If you expect calls through your regular cellular connection, confirm that Direct to Cell is enabled, your personal cell number is verified, and Web/Mobile is enabled in the applicable ring group. The call's source inbox must also have an active Waveline number.

See Direct to Cell for setup and troubleshooting.

If calls go straight to voicemail

Calls may reach voicemail without ringing your intended device when no eligible teammate is available or when the published route sends the caller there.

Check:

Whether the intended teammates are Available.
Whether they are already on calls with Allow Concurrent Calls turned off.
Whether the call reaches the intended ring group.
Whether an hours check or another routing decision sends the call to voicemail first.

If calls ring briefly before reaching voicemail, also review the ring group's duration.

If calls still do not ring

Contact Waveline Support with the business number called, the approximate date and time with your time zone, the affected inbox, and which teammates or devices should have rung. Explain whether the caller heard ringing, a menu, voicemail, silence, or an error, and whether the problem affects every call or only some calls.