If you’re having trouble receiving calls to a phone number on your FIVE account, the problem may be simple to solve. There are a few easy things to check before contacting support.
Inbound Call Flow
First, a basic description of how incoming calls are handled by FIVE. Understanding this flow will give you a better idea of what to check when problems arise. Incoming calls reach your phone number, which is attached to a Trunk. The Trunk is attached to a Gateway, and the Gateway has an App Map that tells it how to handle incoming calls. The App Map directs the call to a Call App. The Call App will send the call to an Endpoint you’ve set up.
Gateways, Trunks, and Endpoints
The first thing to check is that you’ve created a Gateway, and that you’ve correctly noted the hostname you set. The hostname is used by your Endpoint. For example if your hostname is “myhost,” then your Endpoint will contact FIVE at “myhost.proxy.voicepulse.com.”
Then, check that you have a Trunk created and attached to your Gateway. Make sure the Trunk has “Allow Inbound” enabled.
Make sure the phone number is attached to your Trunk. Select “Phone Numbers” on the left and make sure the correct name is listed under “Trunk Name.” If not, select the phone number and click “Assign to Trunk.”
If you haven’t created an Endpoint, create one now. An Endpoint represents a device you control - typically a PBX or an IP phone - that uses SIP to talk to the FIVE service. Set up a username and a secure password for the Endpoint. Then set up the device to register to the FIVE service using the Gateway’s hostname, and the username and password you set. Alternatively, if your device has a static public IP address you can use IP authentication by clicking the IP auth checkbox and entering your IP address into the field. We will then send calls directly to that IP without the need for registration.
Call App and App Map
Next, make sure you have a Call App that directs calls to your Endpoint. Create a Call App, or edit an existing one, with one rule - for “Action” choose “Forward,” then select the Endpoint you created.
Finally, make sure your Gateway has an App Map that’s set up correctly. The App Map directs calls to a Call App. Choose “Gateways” on the left, select the Gateway you created earlier, and on the bottom pane choose the “App Map” tab. The simplest App Map is a Match Expression of “^.*$” - that’s a caret, period, asterisk, and dollar sign. This means all incoming calls will be sent to the Call App you choose. Create a record with that Match Expression, delete all other records, then click Save Changes.
Check for Errors
Once you’re sure these items are all configured, place a call to the number and it should reach your endpoint. If it doesn’t, check that your device is registered successfully. Double-check your username, password, and hostname settings if it isn’t. Or if using IP authentication, ensure you entered the correct IP address, and that your firewall is allowing traffic from FIVE to reach you. Also, check that your test calls show up in the Call Data Records - click “View CDR” on the left to see these.
If your test calls do not show in the CDR, or if you’ve gone through all of the troubleshooting above and still cannot receive calls, please contact FIVE Customer Support for assistance.
keywords: troubleshooting inbound calls, receiving calls, inbound calling, allow inbound