Incoming calls are not arriving: what to check before contacting support

Identify the scope

Check whether the issue affects one employee, one local number or all enquiries. Note whether it occurs again on a test call. Avoid changing several settings at once: that makes the cause and recovery harder to establish.

Record what you observe

Prepare a short description and the information needed for a check. Do not attach passwords, access keys or unnecessary personal information.

• Test call time including time zone and the number called.
• What the caller hears and what the receiving employee sees.
• Whether devices, applications or handling rules changed recently.

If you use Bitrix24

Check whether the test call appears in telephony details and record any error message. A record helps distinguish arrival of the call from subsequent handling. Logs and settings should be checked by an authorised administrator.

Share the findings with support

The EURASIAN TELECOM support page lists contact channels, including WhatsApp. Share a brief description and agree next steps. If everyone is affected, state that at the start of your enquiry.