This article can assist you in troubleshooting your Yealink devices, where outbound calls are working, but inbound calls are not connecting or going straight to voicemail.
You may see this issue with a Yealink device where you can see the device is connected on the Online Status report, but this status shows the device as "Unregistered".
Check your User via the apps
If calls are working both inbound and outbound via the app, continue with the steps below. If you are having the same issues as your hardware, please contact Jet Support by selecting Submit A Ticket in the top right of this page.
Check if you have DND turned on
If your phone is registered and can make outbound calls, but end user has enabled the DND feature on the handset (Do Not Disturb), they won’t receive any incoming calls as the phone will deny any inbound traffic.
Please Disable ‘DND’ feature on the Phone UI. This can be via the soft key on some phones or by the steps below:
Press OK -> Call Features -> Do Not Disturb -> choose the account -> choose the status (OFF).
Check if you have call forwarding turned on
If the end user has enabled the “always forward” feature accidentally, he won’t receive any calls as the phone forward all incoming calls to the other destination.
Please disable the forwarding feature on the Phone UI:
Press Menu -> Features -> Call Forward -> Always forward (Disable)
Check Network Connection
If you are finding that your Jet Soft Phone apps work without issue, but your hardware will not connect, you might have a permissions issue on your network connection.
Note - this does not mean you have no internet, just that some of your configurations could be set up in a way that does not support IP phones. This is most common on home networks.
This means that your network provider has given you two or more network connections, usually a 2.4 gigahertz and 5 gigahertz bandwidth, and blended them into one connection. The goal of this is to use the "best available connection" with your network, but in reality, this can confuse your Yealink and other IP devices into which connection is actually active, and therefore they will not accept incoming requests (ie: calls).
The image below is of a network connection with the bandwidth options correctly split:
If you only see ONE connection for your network, it is highly likely your connection would be a dual setup, and needs to be modified.
Disabling Dual Bandwidths
This feature is usually a readily accessible setting on your modem, and could look something like the image below:
As above, this setting should be disabled, to ensure the different SSID bands are not merged.
If you are unable to locate this setting on your router, or you are not confident to make this change alone, please speak to your network provider and request that these two bandwidths are separated for your connection.
Please note, Jet Support will not make changes to your router or network connection, this must be actioned with your ISP.
TCP & UDP Filtering
Some home routers will have UDP or TCP traffic blocked, filtered or restricted. This could appear for your services like your device is registered (ie: shows the Username/Display Name) but is showing No Service despite being connected to the internet and showing as a recognised device on your router.
There are many ways this could appear on your router, pictured below is one option called DoS (Denial of Service).
If you are not 100% confident to make this change on your own router, please speak to your IT contact or ISP to remove or change any TCP or UDP restrictions, as this will involve making advanced changes to your modem or firewall settings which could have a high risk and/or service impact to your setup.
The Jet team will not be able to assist with any changes needed, and we are not able to support your networking needs, even if a change is made that impacts your service.