Question

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

Solution

Depending on the issue you are seeing in your Dashboard setup, please click the links below to see the appropriate troubleshooting steps you can take: 

No incoming calls received

3CX API

In the Dashboard setup, you would have been asked to set up Caller ID in your 3CX management console. If you're now seeing the status "No incoming calls received" please follow the steps below: 

Note: If you do not know your 3CX login details, please send this article to your phone provider so they can complete these instructions for you. 

1. Log in to your 3CX Management Console with your username or extension number and password. 
   
   
2. Within the 3CX management console, click the Advanced tab and then select Contacts.
   
   
   
3. Select Options, then select the radio button next to Match Exactly and then select OK:
   
   

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4. We will now try to detect new call data. To manually refresh this, go to the Caller ID section in your HotDoc Dashboard, and click Check Status.
   
   
5. Once you have received 5 phone calls, from 3 unique numbers, this setup should be successful and you can begin using Caller ID. 
   
   
6. If you continue having issues from here, please contact us via the Submit request link at the top of the page outlining the steps you've taken so our team can assist further. 

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, this means your phone provider has not completed their part of the setup. From here:

1. Ensure you've provided the number generated in step 2 of the Dashboard setup to your phone provider 
   
   
2. Ask your phone provider to follow the instructions in the original email that you sent to them
   
   
3. Once completed, refresh the status in the Dashboard and it should transition to 'Verifying call data'.
   
   
4. Once you have received 5 phone calls, from 3 unique numbers, the setup should be successful and you can begin using Caller ID in your Sidebar. 
   
   
5. If your PBX is 3CX and you continue having issues from here, please contact us via the Submit request link at the top of the page outlining the steps you've taken so our team can assist further. 

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 these steps below: 

1. Ensure 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, otherwise wait for 5 calls from unique numbers to come through and click the 'Refresh' button
   
   
2. Contact your phone provider and ask them to check if the incoming callers original caller ID is being passed along.
   
   
3. If this is possible and you are using 3CX but you're still stuck on this call status, please click the Submit request button at the top of this page and outline the steps you've taken so our team can assist further. 
   
   
4. If this is not possible, this means unfortunately we are not compatible with your phone provider and you will need to cancel the setup. To do this, go to the Caller ID section of the Dashboard.
   
   
   1. Click "Im having trouble setting up Caller ID"
      
      
      
      
   2. Click the red Cancel Caller ID setup button. This will then cancel your setup and you will not be charged.