Home Inbound Numbers (13/1300/1800 & Routing) Troubleshooting Inbound Number Issues

Troubleshooting Inbound Number Issues

Last updated on Dec 14, 2025

Article content

This article helps you identify and resolve common inbound number issues, including calls not ringing, incorrect routing, audio problems and porting delays.

If you’re unsure what the underlying issue is, follow each section in order and perform the checks listed below.

1. Calls Not Ringing

Inbound calls may not ring the expected destination if something in the routing or destination setup is incorrect.

Check the following:

  • The destination number configured is correct and active

  • If routed to a mobile, that phone is not in Do Not Disturb (DND) or silent mode

  • If routed to a PBX or cloud phone system, the extension or endpoint is registered and reachable

  • No forwarding loops exist (e.g., number forwards back to itself)

If you’re still not hearing rings, try temporarily routing to a known working mobile to isolate whether the problem is with the inbound routing or the destination device.

👉 Learn more about routing: How inbound call routing works

2. Calls Going to the Wrong Person

This usually happens when inbound routing rules are outdated or misconfigured.

Actions to take:

  • Confirm the latest routing destinations you want applied

  • Check if there have been recent changes that weren’t applied

  • If you use time or geographic routing, verify that the current conditions are picking the intended rule

If you’re not sure how your inbound routing logic is evaluated, see: Time & day call routing explained and Geographic call routing (state, area & postcode).

If routing looks correct but behaviour is unexpected, request a routing review from Pickle Support.

3. Audio Problems

Poor audio quality or one-way audio can occur for several reasons.

Common causes to check:

  • Mobile signal quality — poor network coverage can affect call audio

  • PBX or SIP codec mismatch — differing audio codec settings can lead to distortion or missing audio streams

  • Carrier congestion — congested network paths can degrade call quality

Try:

  • Testing from both landline and mobile endpoints

  • Routing to an alternate destination to see if the issue persists

If the problem is persistent, support can help interpret carrier audio reports.

4. Porting Delays

Porting an existing inbound number into Pickle involves coordination with the losing provider. Delays can occur if there’s an issue with the information provided.

Common causes of porting delays:

  • Incorrect or outdated account details

  • The losing provider has rejected the port request

  • The number is suspended or quarantined

Pickle will notify you if action is required to progress the port. To avoid delays, ensure your inbound number’s registered details (account name, address, provider info) match the losing carrier’s records.

Want guidance on this process? See Buying a new inbound number vs porting an existing one and Inbound number setup timelines.

5. Other Issues and General Checks

Inbound calls go straight to voicemail

  • Confirm that voicemail routing isn’t set as the primary for certain time windows

  • Check your business hours rules in time-of-day routing

Inbound calls fail outside business hours

  • Verify your after-hours routing rules in “Time & day call routing explained”

  • Ensure your fallback destinations are active and reachable

Calls aren’t showing in reports

  • Confirm you’re looking at the correct inbound number in the analytics dashboard

  • Check filters for time period or service IDs

Learn how to read call data: Understanding inbound call reports & analytics

When to Contact Pickle Support

Contact Pickle Support if:

  • You’ve completed the checks above and still have issues

  • You’re unsure which routing rules apply

  • You need help interpreting call reports

  • There are recurrent call quality or porting issues

Support can review your inbound configuration and help isolate the root cause.

Related Articles

  • How inbound call routing works — Understand how calls are matched to destinations

  • Time & day call routing explained — See how schedules affect routing behaviour

  • Geographic call routing (state, area & postcode) — Learn how caller location influences routing

  • How inbound calls are charged — Find out about billing factors related to inbound calls

  • Understanding inbound call reports & analytics — Use data to troubleshoot call patterns