Troubleshooting and network
Fix common call problems and get your network ready for voice.
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For end users
- Why can't I dial a number or country?A call to one number, a short code or another country won't go through? Check how you dial, what the phone tells you, and when to ask CallSprout support.
- How do I reach CallSprout support, and what should I include?Call or email the CallSprout support team in West Palm Beach, and see what to put in your request so we can solve it faster and with fewer questions.
For app users
For admins
- Network checklist for your IT teamWhat your IT team can review on your router and firewall for CallSprout calls: voice priority markings, ports and addresses to allow, bandwidth and SIP ALG.
- How do I fix choppy or one way audio?Words cutting out, robotic voices, or one person who can't hear the other? Try these checks, then pass the details to your admin or CallSprout support.
- What do I do when a desk phone shows offline?Check power, the network cable and a restart, then see how your admin can look at a phone's status in the admin portal before contacting CallSprout support.
- Why does the wrong caller ID show on my calls?People see the wrong number, or none, when your team calls out? Check the extension's caller ID settings, then contact CallSprout support for the rest.
- Why do transferred or parked calls show the wrong number?A parked or transferred call shows a coworker's number, not the caller's? Check the caller ID settings on your users and desk phones, then contact support.
Still stuck? Contact support
Our team in West Palm Beach can walk you through it. Tell us your name, your company and what you were trying to do.