Call Troubleshooting: Cell Phone not Ringing

Search

  1. Follow Up Boss - Help Center
  2. Communication
  3. Calling

Becca
  • Updated

Use these steps if your desktop is ringing, but your cell phone isn't ringing when receiving a Follow Up Boss call. 

Note: Remember to use a number that's not part of your Follow Up Boss account if you're testing calls with yourself. Don't test with your own cell phone. 

 

1. Confirm calls are set to ring your cell phone

For calls to your personal Follow Up Boss number:

1. Navigate to your Initials/Image in the upper right-hand corner > My Settings

2. Check that the phone number at the top of the page is your personal cell phone number.

Note: This number should not be another VoIP number because VoIP-to-VoIP call routing can cause issues. Also, be sure your cell phone is not forwarding calls to another number.

3. Scroll down to the Incoming Calls section and select Ring # and desktop at the same time

4. Save

 

For calls to a Team Inbox number:

Have an Admin check the Settings of the Team Inbox to confirm that Ring Mobile is selected for your number. More details about Team Inbox settings can be found here: Team Inbox: Detailed Setup Steps. Remember that the Company Number will smart-route calls to the assigned agent. More here: Company Number.

2. Confirm that your phone isn't blocking the calls

iPhone

  • Go to the Settings app of your phone > Phone > Confirm that Silence Unknown Callers is off. If it is on, this can block calls to your Follow Up Boss number.
  • Return to the Settings app > Focus Mode and see if any of your focus settings are silencing calls. More information here: Apple Support - Use Focus on your iPhone or iPad.
  • In the Settings app > Phone > Announce Calls should be set to Always. (Less common)
  • Confirm that your FUB number is not blocked. 

Android

  • Go to the Phone app on your phone > tap the three dots at the top of the page and go to Settings > confirm that Block unknown callers is turned off. 
  • Confirm that your FUB number is not blocked. 

3. Confirm that no other apps are blocking calls to your phone

If you have another app or service blocking unknown or spam calls to your phone, it may also be blocking calls from your Follow Up Boss number (ie Robokiller, Hiya, etc.). 

AT&T

T-Mobile

  • Scam Shield: If you have T-Mobile, download the Scam Shield app and then turn off Scam Shield. This service can block some of your calls without the app installed, and installing the app gives you an "off" switch.
  • Scam Block: Disable Scam Block on your T-Mobile phone by:
    • Log into your T-Mobile Account
    • Click Account at the top of the page Unnamed
    •  Under Settings click Profile and Line Unnamed
    • Navigate to Block Calls and MessagesUnnamed
    • Make Sure scam block is set to None or Off when you click into it. Unnamed

Additional Apps

  • Call Control: This app causes FUB calls to be immediately blocked or requires a key press to make the call connect. If you have a call blocker app such as Call Control, delete the app from your device to avoid disruption to FUB call routing. 

If you've tried these steps and still need help, contact us at support@followupboss.com and let us know what number(s) you were testing with so we can help!

Related articles