What do I do if I can’t call out from my TernioSwitch?

IMPORTANT!  Confirm that the number that's been entered on the login page of the App is the correct mobile number.  They can NOT use the "DID" number provided by the Contact Center.  This will not work.

Here are some examples of issues:

Ask for a screenshot and/or confirm that they have entered their number correctly.  Note that European numbers will have additional digits, but these two examples show that they both have entered extras- the left showing an extra "00" and the right one showing an extra "7" after the UK code of "+44".

They can always enter a different number in the login page to test the calls.  Do the calls get routed to that number now?  If so then they should check call blocking.  (see below)

IMPORTANT!  Confirm that they do not have a "Do Not Disturb" setting enabled

To check for blocked phone numbers:

For iPhones (iOS-Apple devices):

1. Launch the Settings app from your Home screen. 
   
2. Tap on Phone
   
3. Tap Call Blocking & Identification.
   
4. Tap Edit in the upper right corner of your screen.
   
5. Find the Contact Center number that may be the issue, then tap the minus button (red circle) next to the number you'd like to unblock.
   
6. Tap Unblock.
   

1. Unblock a Phone Number on an Android
   1. Open the Phone app.
   2. Tap the More icon, which looks like three vertical dots.
   3. Tap Settings > Blocked Numbers.
   4. Tap the X next to the contact you want to unblock.
   5. Select Unblock.

​

This usually resolves the issue.  If problems are still happening, then submit a support ticket

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