Troubleshoot No Incoming Calls
Troubleshoot No Incoming Calls
If your JustCall number is not ringing when someone calls, work through this checklist to find and fix the cause.
Available on: All plans
Diagnostic checklist
| Check | What to look for | Where to find it |
|---|---|---|
| Agent availability | Status must be "Available" — not "Busy," "Away," or "Offline" | Top bar in JustCall dashboard |
| Do Not Disturb | DND must be turned off | Agent status dropdown |
| Business hours | Current time must fall within configured business hours | Settings > Business Hours |
| Call routing rules | Number must be routed to the correct agent or team | Settings > Phone Numbers > select number > Call Routing |
| Forwarding rules | If forwarding is enabled, verify the forwarding number is correct and reachable | Settings > Phone Numbers > Forwarding |
| Browser notifications | Browser must have notification permission for JustCall | chrome://settings/content/notifications |
| Microphone permission | Browser must have microphone access granted | chrome://settings/content/microphone |
Step-by-step fix
1. Confirm your agent status
Click your avatar in the top-right corner of the JustCall dashboard. If your status is anything other than Available, incoming calls will not ring on your device. Also confirm Do Not Disturb is toggled off.
2. Verify business hours
Go to Settings > Business Hours. If the current time is outside your configured hours, calls go directly to your after-hours voicemail or IVR. Adjust hours or test during business hours.
3. Check call routing
Go to Settings > Phone Numbers, select the number, and review Call Routing. Confirm:
- The number is assigned to the correct agent or ring group.
- If using round-robin or skills-based routing, at least one agent in the group is available.
- IVR menus (if enabled) are routing to valid extensions.
4. Check forwarding rules
If call forwarding is active, calls may be sent to an external number instead of ringing in the app. Disable forwarding temporarily to test.
5. Test browser permissions
Open an incognito window, log into JustCall, and make a test call. If it rings in incognito but not in your normal browser, a conflicting extension or cached permission is the issue. Clear cache and cookies or disable extensions one by one.
Still not receiving calls?
- Ask a colleague to call your JustCall number while you watch the dashboard.
- Check the Call Log to see if the call appears — if it does, the issue is notification or routing, not the number itself.
- Contact JustCall support with the number, time of the missed call, and the caller's number.