If your desk phone, mobile app, or desktop app is not ringing, please work through the checks below in order.

1. Check if the Phone Is Online or the App Is Set to Available

Your phone or app must be online and available to receive calls.

• Desk phone: confirm it shows as online
  (this is usually indicated by green lights on the device or screen)

• Mobile or desktop app: make sure you are logged in, connected to the internet, and your status is set to Available

If the desk phone is offline or the app is set to Busy, incoming calls will not ring.

2. Check Do Not Disturb (DND)

If Do Not Disturb (DND) is enabled, calls will not ring.

• Check the phone screen or app status

• Turn off DND if it is enabled

3. Check Queue Membership

If calls are delivered through a queue (for example, Sales or Support), your extension must be included as a member of that queue.

• Confirm your extension is assigned to the correct queue

• If you were recently added, allow a short time for the change to apply

If your extension is not part of the queue, calls routed to that queue will not ring your phone or app.

4. Check IVR Opening Hours

Calls may pass through an IVR before reaching a queue or extension.

• If the IVR is outside of its opening hours, calls may follow a different path

• Calls may play a message, go to voicemail, or be forwarded elsewhere instead of reaching the queue

If the IVR is closed, the call will not reach your phone or app.

5. Check Your Internet Connection

A working internet connection is required for calls to reach your phone or app.

• Confirm your internet connection is active

• If using Wi-Fi, check signal strength

• Try opening another website or app to confirm connectivity

If the internet connection is unavailable, calls may not reach your phone or app.

Still Not Ringing?

If your phone or app still does not ring after checking the steps above, please contact Nuacom Support and include:

• Your extension number

• Whether you are using a desk phone, mobile app, or desktop app

• The number being called

This will help us review the call path more quickly.