This FAQ will go over some simple troubleshooting steps you can attempt to help deal with possible call/routing issues relating to your Yay.com system!

If you are experienceing issues relating to Calls not ringing or Call routing issues, this guide will take you through what can be done.

If your issues more relate to Call quality, Audio, and/or general Intermittent issues, please see this FAQ on Troubleshooting Network Issues.

Call Troubleshooting

Inbound Calls Not Working

If calls are specifically failing on calls coming into your Yay.com system, please read through the questions/tips below to try and help troubleshoot the issue:

Is there a Call Route assigned to the number?

- If it is a Time Diary, check the call route for that time/day (including custom days)

- What does the Call Route do?

Are the Users registered / available / not on DND?

Are there inbound restrictions on the route or dashboard?

If using a Hunt Group, is the user included?

If the user is in a Queue Group, is the user available?

- Check the advanced user settings on the dashboard

Are calls showing in Call History?

- If not, escalate to our support team

Are calls showing in call history but not routing correctly?

- Build a simple route to one user to isolate the issue

Force close/reopen apps (mobile/desktop)

- Reinstall apps if required

- Test via browser app

Clear desktop app cache (see this FAQ)

Outbound Calls Not Working

If calls are specifically failing on calls being made from your Yay.com system, please read through the questions/tips below to try and help troubleshoot the issue:

Does the user have sufficient minutes/credit?

If they are on the Premium plan, are they already on another outbound call?

- Second concurrent call requires PAYG credit

Are they calling a number outside the plan (premium/international)?

Are there any call restrictions set on the dashboard?

Is the user registered and online?

If the call is not showing in call history, likely a local issue with that user

Test call the same number off-platform (not using Yay.com)

Check the physical device (codecs, SIP headers for Grandstream)

If using the Desktop App, check the microphone settings

- Verify system audio input is detected

If you need any further help today, please don't hesitate to contact our friendly support team on 0330 122 6000 or by email at help@yay.com!