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  • User changed mobile phone, now having issues receiving calls forwarded to mobile.

    Entire office is working remotely since March because of COVID.
    Everyone is forwarding calls to mobile devices (Soft Phone not an option unfortunately)
    Have occasionally had random intermittent issues with calls not forwarding to mobile, but usually resolve themselves quickly and do not persist.

    Now I have a user that was working fine previously but then they changed cell phones and are now having persistent issues with calls not forwarding to mobile.
    Using same number - just moved sim card to new phone.
    New phone is Motorola Moto G Stylus
    Provider is T-Mobile

    We've tried about everything we would normally do to fix and it has not been fixed.
    Uninstalled/re-installed communicator and contact center agent software
    Rebooted main appliance.
    Swapped physical ShoreTel phone (Model IP 480)

    Is there anything else we should be checking?
    Could it have something to do with the new cell phone being used? (I feel this is the most likely culprit, but don't know what to do about it)

    Any insight anyone can provide would be helpful.
    Thank you!!


  • #2
    Call forwarding issues are often due to call id, digit presentation, and sometimes the order at which the digits are being sent out.
    Lance Paddock
    BTX | Business Telephone eXchange
    1(800) 289-0299