Why can't I dial a number or country?

When a call to one number or country won't connect while others work, the cause is usually how the number was dialed, or a limit on what your extension can call. This page is about regular numbers. For 911, see how 911 works. In an emergency, use any phone that works.

Some labels in your portal or apps may look slightly different from this guide.

Check how you're dialing

1. 1
   Step 1:

   Dial the whole number

   Include the area code.
2. 2
   Step 2:

   Add the country code for other countries

   If a number outside the United States fails, ask support which format your system expects before you try other prefixes.
3. 3
   Step 3:

   Listen to what happens

   Note whether you hear a message, a prompt for a PIN, a busy tone or nothing. If there's a message, write down what it says.
4. 4
   Step 4:

   Try a different number

   Call another number in the same area or country. If only one number fails, tell support which one.

Why a call might not go through

• The extension can't call that kind of number. Each extension has limits on the kinds of numbers it can call. International numbers are a common example.
• The phone asks for a PIN. Some kinds of numbers need a PIN before the call connects. Ask your admin or support for it.
• The number isn't available on your account. Some destinations and short service numbers, such as 311 or 411, may not be set up for you.

Compare with a coworker. If the same number connects from their phone, the limit may be on the first person's extension rather than the number itself.

What you and your admin can check

Your user portal may have a Destinations page that shows the kinds of numbers your extension can call. It only appears on some accounts. Why can't I see some portal sections? explains why.

CallSprout support sets calling permissions. If you're an admin and want to change what an extension can call, such as allowing international numbers, ask support. Block international or premium calls for a user lists what to send.

Contact support

Contact support and send:

• The extension that placed the call.
• The number you dialed, exactly as you dialed it.
• The date and time.
• Any message or prompt you heard.
• Whether coworkers can reach the same number.