If you are unable to make or receive calls using Call Switch, there are a few checks you can complete before contacting the Fastnet Helpdesk.
Check whether the issue affects inbound, outbound, or both
First, confirm what type of call is failing.
Please check:
- Can you make outbound calls?
- Can you receive inbound calls?
- Can you call internal extensions?
- Is the issue affecting one user or all users?
- Does the issue affect one number or all numbers?
- Are calls failing immediately or ringing first?
This information helps identify whether the issue is with a handset, user, number routing, internet connection, or wider service.
Check the handset or app
If you are using a desk phone, check that the phone is powered on, connected to the network, and showing as registered.
If you are using the Call Switch desktop or mobile app, check that you are logged in and that the app has an active internet connection.
Check call routing
If inbound calls are failing, the issue may be related to call routing.
This could include:
- Call forwarding
- Time diaries
- Holiday routing
- Call queues
- Hunt groups
- IVR menus
- Direct dial settings
When to contact Fastnet
If calls are still failing, please contact the Fastnet Helpdesk.
When contacting us, please provide:
- Your company name
- The affected phone number or extension
- Whether inbound, outbound, or both are affected
- Whether one user or all users are affected
- The number you are calling from
- The number you are calling
- The date and time of example failed calls
- Any error message shown
- Whether the internet connection is working
- Whether any call routing changes have recently been made