Can't receive incoming calls
Updated Tue Aug 04 2026 00:00:00 GMT+0000 (Coordinated Universal Time)Web & iOS
If incoming calls go straight to voicemail or never reach you, the cause is almost always one of: no open Ody tab, the softphone not connected, or the number routed somewhere other than the team.
Checks, in order
- Is an Ody tab open? The web softphone only rings while a signed-in tab is open (any screen). If everyone had closed the app, calls fall to voicemail — that's expected. On iPhone, the app must be open too.
- Check the softphone status. Open Calls and look at the pill next to the title. If it says Softphone · +1… with a green dot, you're registered. If it says Connecting… wait a moment or refresh the tab; if Calling offline, refresh — the app reconnects with a fresh token.
- Check the number's voice mode. In Settings → Numbers, read the label under the number. If it says Follows the work schedule, Voicemail, or Phone menu (IVR), calls are answered by the schedule, voicemail, or menu — not your team directly. Set the off-hours action or disconnect the AI if you expected ringing (see Number voice modes).
- Is the number assigned to one person? An assigned number rings only its assignee. Check the assignee dropdown on the number's card in Settings → Numbers.
- Is a ring order skipping you? With a sequential ring order, you ring only when it's your turn. Open Settings → Numbers → Ring order to review the order and the per-step ring duration.
- Close stale tabs. An Ody tab left open for many hours on another machine can hold a dead session that interferes with ringing for everyone. Close old tabs and refresh your current one.
- Outside working hours? If the number follows the work schedule, off-hours calls go to the off-hours action (often voicemail or the AI). Check Settings → Work schedule.
- No ringtone but the banner shows? Browsers only play sound after you've interacted with the page — click anywhere in the tab once.
If calls still fall straight to voicemail with a green softphone pill and an open tab, note the time of a test call and contact support — we can trace the exact call.
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Frequently asked questions
Why do calls only ring when I'm on the Calls screen?
They shouldn't — the softphone rings on every screen as long as an Ody tab is open. If ringing seems tied to one screen, refresh the tab.
Do I need the app open to get calls?
Yes — on web, at least one signed-in Ody tab must be open (any screen). On iPhone, the app must be open; background ringing is coming with push support.