Unable to make or receive calls

Navigate to https://portal.devyce.io/dashboard/mobile-app-users

If a user cannot make or receive calls, check on the portal if they are set as "available" or have "do not disturb" turned on.

You will also need to check if they don't have a forwarding rule setup. If they do the user will need to edit this within their softphone or mobile app.

They can do this using the knowledge base article: https://devyce.support.site/article/how-to-setup-your-call-forwarding and ensure to set themselves to available or only to forward unanswered calls opposed to all calls

You can also check if they have forwarding setup on an organisation level

If they do have forwarding setup here an Admin can remove it within the section shown in this knowledge base: https://devyce.support.site/article/call-forwarding-all-calls-for-a-user

You then need to switch to the Devyce Softphone to ensure the web user has been linked to the app user.

If the 'from' box is blank in the softphone, with no options available you will need to connect the web user and app user

You can do this via this troubleshooting article https://devyce.support.site/article/my-number-isnt-showing-on-my-softphone

This should rectify the issue and your user should be able to make calls - however if they are still unable to make and receive calls you may need to update your chrome permissions which can be done via this troubleshooting article https://devyce.support.site/article/microphone-audio-troubleshooting-softphone

If the issue still persists after taking these steps please contact our support team for further assistance.