Troubleshooting incoming calls going straight to missed

If you are receiving missed call push notifications without receiving a ring, this guide covers a variety of possible causes and guidance for resolving this issue.

For calls disconnected immediately after answering, then view this guide here.

Caller hangs up before the call is connected

The most common reason for a missed call with no ring is a caller dialing your number and then quickly hanging up. This tends to happen if you're using a phone menu or IVR set-up. In this case, callers who are greeted with your phone menu options and hang up before accepting an option, will register as a missed call.

On our Business plan, we offer an advanced phone menu, where your callers can be directed to an audio or directly to voicemail. If either of these options are selected, then the call will display as a missed call.

Improve your connection

As a VoIP phone system, OpenPhone works best with a strong internet connection, either via WiFi or data. Without a reliable connection, you may not receive an incoming call. In these cases, we recommend trying to change to a different internet source (e.g., WiFi to data or vice versa). If you are using WiFi, resetting your router may improve the connection.

It’s also possible that a third-party extension, firewall, or VPN may be blocking your connection, resulting in the above issue. If this applies, try disabling these to see if that resolves the issue. For more information on using VPNs with OpenPhone, please see this article.

Adjust your OpenPhone settings

You have options for your OpenPhone settings for your number, account, and workspace. These control how calls are routed as well as when you can receive call notifications. Specific settings that may affect how or when you receive calls are described below. For more information about each of the below notifications settings, please see this article.

  • Do Not Disturb allows you to turn off incoming notifications only for your account for a specific amount of time. When you have do not disturb enabled, you will not receive incoming call notifications. 
  • Business hours controls the time during which a specific number can receive incoming calls and when those calls are sent to voicemail. Calls that come in outside of your business hours will be directed to voicemail and registered as a missed call without a ring. 
  • Phone number muting disables notifications for your account on the specific line or lines you've muted. If you have a private phone number muted, then incoming calls will go straight to voicemail without a ring. 
  • Work schedule allows you to set a consistent work schedule, controlling when you can receive call notifications for your account. If your set schedule indicates no agents are available to answer calls, incoming calls go directly to voicemail with no ring. 

Confirm push notifications are enabled

If you have not granted OpenPhone permissions to send push notifications to your device, then you will not be able to properly receive incoming calls.

If you have not granted OpenPhone permissions to send push notifications, you will not be notified of incoming calls. Here's how to confirm and enable push notifications:

  1. Go to OpenPhone on web or desktop.
  2. Look for a blue alert bar notification at the top. It reads "Click to enable notifications and messages."
  3. Click on the bar as directed.

If you do not have a blue bar on the top of your OpenPhone app, then that means your push notifications are currently enabled.

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To enable permission on the mobile apps:

On iOS:

  1. Open "Settings"
  2. Find OpenPhone in your list of apps
  3. Make sure Notifications are ON

On Android:

  1. Go to "Settings" via the gear wheel icon ⚙️.
  2. Select "Apps".
  3. Select the gear wheel icon ⚙️.
  4. Select "App permissions".
  5. Select "Notifications".
  6. Make sure Notifications are ON.

Review other device settings

Outside of push notifications, some devices have a do not disturb setting or a low battery mode that may affect your ability to receive incoming calls or other push notifications on OpenPhone.

Confirm the status of your OpenPhone subscription 

If your subscription is expired, you will not be able to use OpenPhone. You should see a banner notification in OpenPhone communicating the billing issue. If this is the case, you can restart your subscription by following the steps here.

Questions to ask when diagnosing the reason for your issue

In diagnosing why your incoming calls may be going straight to voicemail without a ring, you’ll want to consider the following questions:

  • Is this happening to every incoming call? If this issue occurs with every incoming call, then the problem is likely one of the following: your connection, an OpenPhone setting, your push notifications are not enabled, or your subscription is inactive. While rare, it’s also possible that there is a product bug or your phone number is misconfigured. If this is only happening to some calls, then it’s likely that the caller is hanging up before the call is connected.
  • Does this only happen on one device or multiple? If this issue is occurring only on one device or platform (i.e., occurs when using the mobile app but not the desktop app), it's likely a push notification permissions issue or another device settings issue. While rare, it’s also possible that there is an app-specific bug. If this issue is occurring on multiple devices or platforms (i.e. occurs both on the mobile and desktop apps), then the issue is likely that the caller is hanging up before the call is connected, a subscription issue, or something in your OpenPhone settings.
  • Are you receiving missed call push notifications or other push notifications? The incoming call ringing notification uses the same pathway as all other push notifications. If you're not receiving push notifications at all (e.g., missed call or incoming message push notifications), then you have not enabled push notifications. If you are receiving other push notifications but not for incoming calls, then the issue is not related to your push notification permissions and must be another reason.

If your incoming calls continue to go to missed without a ring, you can reach us to help by submitting a request here. In your message, include what you found in answer to the questions above:

  • A few examples of recent incoming calls in which this has occurred
  • How frequently this is occurring
  • The troubleshooting steps that you’ve already tried.