The fixes for the call problems we see most often.
"Call Failed" when dialling from the desktop app
The cause (nearly every time): the app defaults to using a desk phone as its calling device. If you don't have a physical desk phone registered on your extension, every call fails.
The fix:
- Open the phone dialler in the Communicator app
- Look at the device selector in the lower-right corner — it likely says Deskphone
- Click it and choose Softphone
- Accept the prompt and make a test call
Calls from private/withheld numbers ignore my call forwarding
If calls from "No Caller ID" numbers don't follow your forwarding rules, your extension is missing a Caller ID assignment. This one needs a quick change on our side — raise a ticket with the extension number and we'll set it.
I can't find the Central Phone Book in the desktop app
It moved in a recent version. It's now under: Home tab → Contacts → Central Phonebook.
Checking your own audio
Dial *398 for an echo test — you'll hear your own voice played back. If the echo is clear, your microphone, speaker and connection to us are all fine, and the problem is likely on the far end.
Voicemail from someone else's desk
Dial *124, then enter the mailbox's extension number and its PIN. Handy when you're covering a colleague's phone.
Still stuck?
Chat with us via the bubble, or raise a ticket with: the extension affected, an example call (time + number), and what happened vs. what you expected. We'll take it from there.