If call comes in but the user hears dead air on other end.

If call comes in but the user hears dead air on other end.


  1. Confirm that the users is entering their correct mobile number on the sign in page of the TernioSwitch app.
  2. The users Mobile device might be blocking the incoming call.  See "What do I do if I can’t receive calls on my TernioSwitch?” in the knowledge base.
  3. If the above have not helped, then check that the Mobile device doesn't have a Robocalling app active that could be blocking the inConact incoming call.  Check with user.
  4. If the above have not helped, the user may need to check with their Carrier to see if they may be blocking the incoming call (second leg).  Is the carrier using any robocalling software?  
  5. If the above have not helped, the Implementation manager should check the second leg scripting.
  6. Finally, if the above has not helped, Contact Center needs to check for their second leg issue- reach out to the tier 2 Contact Center team if the above has not resolved the issue.