Can't receive incoming / inbound calls

Common Issues with Incoming Calls
If your incoming calls is not working

One of the most frequent reasons customers cannot receive incoming calls is improper configuration of their DID (Direct Inward Dialing) phone number. When your DID is not correctly routed to your SIP Trunk or Extension, calls cannot reach your device.

How to Diagnose the Problem

Check Your DID Health Status

Log into your Crazytel account portal

Navigate to Number Management > My Numbers

Review the health status for your phone number(s)

If you see a Failed status, this indicates your DID is not properly configured

How to Fix Incoming Call Issues

Configure Your DID Routing

From the My Numbers page, click on the phone number experiencing issues

Scroll down to Routing Settings

Here you will need to configure:

First Destination (primary route for your calls)

Second/Backup Destination (failover option)

Select the Appropriate Forwarding Type

Depending on your setup, you'll need to choose one of these routing options:

| Type of Forwarding | When to Use | Configuration Required |

|------------------------|-----------------|----------------------------|

| Device | For soft-phones or ATAs | Select your SIP Trunk from the dropdown menu |

| Server | For PBX systems | Select your SIP Trunk from the dropdown menu |

| URI | For SIP URI forwarding | Enter your SIP URI in the format required |

| Call Forwarding | To forward to another number | Enter number in 61 format for AU numbers without the + symbol

Important Notes:

If using Call Forwarding, you must first enable this feature in My Account > My Account

Even when using Call Forwarding, you need at least one SIP Trunk created on your account

Ensure your SIP Trunk credentials are correctly configured in your device or PBX

Testing Your Configuration

After configuring your routing settings:

Click Save Changes
Wait approximately 5 minutes for changes to take effect
Ask someone to call your DID number to verify incoming calls are now working
Check the health status again - it should now show as Healthy

Call Timeout Settings

The Call Timeout setting determines how many seconds your phone will ring before the call is either considered unanswered or routed to your Second/Backup Destination (such as voicemail). This is an important setting to configure properly:

If set too low, callers may not have enough time to answer before being redirected

If set too high, callers may hang up if the phone rings for too long

The default setting is typically 20 seconds (about 4-5 rings)

For business environments, 15-20 seconds is generally recommended

For personal use, 20-30 seconds may be more appropriate

For more detailed information on call forwarding options, please refer to our comprehensive guide:

https://knowledge.crazytel.com.au/en/knowledgebase/article/call-forwarding-options-explained

Important Notes for Call Forwarding

SIP Trunk Requirement: To use Call Forwarding, you must create at least one SIP Trunk (which won't require device or PBX setup). [Follow this guide to create a SIP Trunk](link to SIP Trunk creation guide).
Call Forwarding Enablement:

Go to **My Account** > **My Account**.
Click the **Enable** button under the **Call Forwarding** section.

Scenario-Based Use Cases

"I just set up a new DID number, but calls aren’t coming through!"
"Calls show as ‘Failed’ in my Crazytel portal!"
"My PBX/softphone isn’t receiving inbound calls!"
"How do I forward calls to another number?