Why am I not able to receive calls on my GreenLink phone?

If you are unable to receive calls on your GreenLink phone, whether it is a physical desk phone or the GreenLink Softphone App, there are several troubleshooting steps you can take to identify and resolve the issue.

VoIP technology is generally very reliable, but like any internet-based service, occasional connectivity or configuration issues can affect call performance.

Here are some things to check if you are experiencing this issue: 

Check Your Internet Router

If your router is experiencing connectivity issues or is not optimized for cloud telephony services, this may explain why your VoIP phone is not receiving calls.

Additionally, if your router is positioned too far away or too close to your phone, it may cause interference or result in a weak connection.

Ensure Your Router Prioritizes VoIP Traffic

If your router supports Quality of Service (QoS) settings, make sure they are properly configured to prioritize VoIP traffic.

If QoS is disabled or not configured correctly, it could impact your phone’s ability to receive calls consistently.

Check your phone and Equipment

Inspect your phone for any visible physical damage. If no issues are visible, check the following:

• Ensure the handset and cables are securely connected
• Verify the power cable and Ethernet cable are properly plugged in
• Check for any damaged wiring, splitters, or third-party equipment connected to the phone that was not provided by GreenLink
• Confirm that all cables and equipment are dry and free from moisture

Reinstall the GreenLink Softphone App

If you are using the GreenLink Softphone App and are still unable to receive calls, uninstalling and reinstalling the application may resolve the issue.

On Mobile Devices (iPhone or Android)

1. Locate the GreenLink Softphone App on your device
2. Press and hold the app icon
3. Select Uninstall or Remove App
4. Restart your device
5. Open the App Store or Google Play Store
6. Search for the GreenLink Softphone App
7. Download and install the application again
8. Log back in using your extension credentials
9. Close the GreenLink Softphone App completely
10. Open your computer’s Settings or Control Panel
11. Navigate to Apps or Programs
12. Locate the GreenLink Softphone App and uninstall it
13. Restart your computer
14. Download and reinstall the latest version of the application
15. Log back in with your extension credentials

On Desktop Devices

1. Close the GreenLink Softphone App completely
2. Open your computer’s Settings or Control Panel
3. Navigate to Apps or Programs
4. Locate the GreenLink Softphone App and uninstall it
5. Restart your computer
6. Download and reinstall the latest version of the application
7. Log back in with your extension credentials

Make Sure Your Account Is in Good Standing

If there is a billing-related issue with your account, incoming call services may be suspended until the account information is updated or the issue is resolved.