Question

I've gone through the Caller ID setup, but I'm stuck at the call verification stage. I'm either receiving no incoming call data or I'm stuck on the Verifying call data status. How do I fix this?
 

Solution

Depending on the status you're seeing in your Dashboard setup, select the relevant link below to see the troubleshooting steps:
 

No incoming calls received

3CX API

During the Dashboard setup, you would have been asked to set up Caller ID in your 3CX Management Console. If you're now seeing the No incoming calls received status, follow the steps below.
 

Note: If you don't know your 3CX login details, send this article to your phone provider so they can complete these steps for you.

1. Log in to your 3CX Management Console with your username or extension number and password.
    
2. In the 3CX Management Console, click the System tab, then select Phonebook, then Options.
   
   
    
3. Select Match exactly, then click OK.
   
   
    
4. HotDoc will now try to detect new call data. To refresh it manually, go to the Caller ID section of your HotDoc Dashboard and click Check Status.
    
5. Once you've received 5 phone calls from 3 unique numbers, the setup should be successful and you can start using Caller ID.
    
6. If you're still having issues, contact us via the Submit request link at the top of the page, outlining the steps you've taken so our team can help.

Other PBX & 3CX (linked to multiple sites)

If you were asked to generate a number in step 2 of the Dashboard setup and you're seeing the status above, your phone provider hasn't completed their part of the setup. To fix this:

1. Make sure you've given your phone provider the number generated in step 2 of the Dashboard setup.
    
2. Ask your phone provider to follow the instructions in the original email you sent them.
    
3. Once they've finished, refresh the status in the Dashboard – it should change to Verifying call data.
    
4. Once you've received 5 phone calls from 3 unique numbers, the setup should be successful and you can start using Caller ID in your Sidebar.
    
5. If your PBX is 3CX and you're still having issues, contact us via the Submit request link at the top of the page, outlining the steps you've taken so our team can help.

Verifying call data

Other PBX & 3CX (linked to multiple sites)

If you were asked to generate a number in step 2 of the Dashboard setup and you're seeing the status above, follow the steps below:

1. Make sure your clinic has received at least 5 calls from 3 different numbers since the setup status changed to Verifying call data. If it has, continue to step 2. If not, wait for 5 calls from unique numbers to come through, then click Refresh.
    
2. Contact your phone provider and ask them to check whether the incoming caller's original caller ID is being passed along.
    
3. If this is possible and you're using 3CX but you're still stuck on this status, click the Submit request button at the top of this page and outline the steps you've taken so our team can help.
    
4. If this is not possible, unfortunately HotDoc isn't compatible with your phone provider and you'll need to cancel the setup. To do this, go to the Caller ID section of the Dashboard.
    
   1. Click I'm having trouble setting up Caller ID.
      
      
       
   2. Click the red Cancel Caller ID setup button. This cancels your setup and you won't be charged.