Calls are not reaching your receptionist
Work through the usual causes in order: forwarding switched off, voicemail answering first, or the wrong number entered.
- About 10 minutes
- No technical skills needed
- For: Anyone whose test call went to voicemail or rang forever
7 steps in this guide
Before you start, have these ready
- The phone that owns your business number
- A second phone to call from
- Your Ringhero number from the Phone screen
Step 1: Call your receptionist number directly
From any phone, call your Ringhero number itself, not your business number.
What you should see
The receptionist answers. If it does, the problem is with forwarding. If it does not, email us.
Step 2: Check when the last forwarded call arrived
Open the Phone screen in your dashboard. It shows when the last forwarded call was received.
Note
A new SIM card, a new phone, or a change of plan can reset forwarding without telling you.
Step 3: Set forwarding again
Follow the guide for your phone company from the start. Check every digit of the number as you type it.
Step 4: If you hear your own voicemail
Your phone company's voicemail is picking up before the forward. Setting the no-answer code again usually replaces voicemail as the destination.
If it does not, call your provider and ask them to forward unanswered calls to your receptionist number in place of voicemail.
What to say
Codes can differ by plan. If a code doesn't work, call your provider and say: please set conditional call forwarding on busy and no answer to <your Ringhero number>.
Step 5: If it rings for too long
On a cell, set the ring time to 20 seconds using the code in the Bell, Rogers, and Fido guide. On a landline or an office system, ask for forwarding after four rings.
Step 6: Test again
Call your business number from the second phone and do not answer.
What you should see
The receptionist answers, and the Phone screen turns green.
Step 7: Still stuck?
Book a 15-minute setup call. We stay on the line with you, on speakerphone, while you set it up.
This guide was written for the beta. If a screen is named a little differently from what you see, the steps still apply in the same order.