Troubleshooting - Features Not Working as Expected
Table of Contents
Prerequistes: Confirm the Reported Feature & Scope Check Feature Configuration User-Level Settings Feature Interactions Domain-Level & Group Feature Checks Queues / Ring Groups Auto Attendants & IVRs Call Recording Use Diagnostic Tools A. Call Trace/Call Flow Common Feature Issue Examples Escalation CriteriaPrerequistes:
Access to the portal with Office Manager or greater scope.
This guide helps troubleshoot cases where expected UCaaS features are enabled but not functioning correctly for a user or group. These include voicemail, forwarding, queues, auto attendants, call recording, time-of-day routing, or device features like BLF and call park.
Confirm the Reported Feature & Scope
- Identify the specific feature (e.g., "Voicemail not activating" or "Call forwarding not working").
- Clarify the scope:
- Affects a single user, multiple users, or an entire domain?
- Is it reproducible or intermittent?
Check Feature Configuration
User-Level Settings
Navigate to Users > [Select User] in the Manager Portal.
Review the following tabs for misconfigurations:
| Tab | What to Check |
|---|---|
| Call Forwarding | Ensure forwarding is enabled and the destination number is valid and reachable. |
| Voicemail | Confirm the voicemail box is enabled, has a PIN, and is not full. |
| Devices | Check that the device(s) are properly registered and mapped to the user. |
| Time Frames | Validate that the active time frame matches the intended call routing schedule. |
Feature Interactions
Some features override others. Examples:
- If Call Forward Always is on, other features like voicemail or call queues won't trigger.
- BLF won't work if the monitored extension is not registered or appropriately provisioned.
- Scheduled Time Frames may conflict with expected behaviour outside set hours.
Domain-Level & Group Feature Checks
Queues / Ring Groups
Go to Call Queues and ensure:
- The user is added and logged in (if required).
- The routing strategy includes that user.
- Overflow, wrap-up timers, and max wait settings aren't redirecting calls early.
Auto Attendants & IVRs
- Confirm correct routing to the destination extension.
- Check DTMF options and menu timing.
Call Recording
Confirm that recording is enabled in the Portal under User > Profile> Record User's Calls.
Use Diagnostic Tools
A. Call Trace/Call Flow
Trace a test call using Call Trace/Call Flow Tool:
- Review the SIP ladder and routing behaviour.
- Look for misrouted calls, fast rejections, or missed branches.
Cradle to Grave: In the portal, navigate to Call History and filter the results to find the calls with quality issues. Select the "Cradle-to-Grave" icon to view the user-friendly call flow.
The Cradle to Grave screen opens.
SIP Flow and Link: In the portal, navigate to Call History and filter the results to find the calls with quality issues. Select the "SIP Flow" icon to view the SIP flow detail.
The SIP Flow screen opens. Click the "Share" button to copy the link to your clipboard. If you escalate the issue, retain this link and share it with the support team.
Common Feature Issue Examples
| Feature | Symptom | Likely Cause |
|---|---|---|
| Voicemail | Caller hears “user unavailable” but no voicemail | Mailbox full, disabled, or forwarding overrides it |
| Call Forwarding | Forwarding not activating | Incorrect time frame or call handling priority |
| BLF | Lamp doesn’t light or update | Monitored user not registered, wrong subscription URI |
| Call Queues | User doesn’t receive calls | Not logged into queue, paused, or time frame mismatch |
| Call Recording | Calls aren’t recorded | Not enabled for user/domain or policy not applied |
Escalation Criteria
- Call trace link
- Affected feature name and expected behaviour
- User ID and extension
- Timestamp of failure