If inbound calls to your CloudTalk number aren’t ringing your agents or don’t show up in Call History, this guide will help you check what’s happening and get things working again.
User level: Admin, Supervisor
Symptoms
You might notice one or more of the following:
The call doesn’t appear in Call History
The call appears in Call History but no agents are notified
The call rings the wrong destination or goes straight to voicemail
The issue happens only with specific CloudTalk numbers
Root Cause
Inbound call issues can happen for several reasons:
Call routing setup: missing or incorrect steps in your Call Flow
Business Hours or Holiday rules: calls arriving outside open hours
Agent or queue settings: no available agents or queue limits reached
Number activation or porting: number not yet active or still in transition
Carrier routing problems: external carriers not delivering calls properly
Step-by-Step Solution
1. Check if the call appears in Call History
Go to Dashboard > Call History and make a quick test call to your CloudTalk number.
If you see the call in Call History, CloudTalk received it. Continue with Step 2.
If you don’t see the call, it means the call never reached CloudTalk. Skip ahead to Step 4.
2. Review your Call Flow configuration
Open Dashboard > Numbers > Basic Settings > Sequence of steps for incoming call > Configure call flow for the affected number.
Make sure the flow ends with a Call to Group or Call to Agent step.
If other numbers work fine, you can copy their flow as a shortcut.
Check that no steps block routing, for example, a missing destination or an unintended Hang Up.
You can find step-by-step instructions for call flow setup in our guide.
3. Confirm Business Hours and agent availability
Business Hours and Holidays
Check your Business Hours and Holiday overrides to make sure calls are allowed at the time you’re testing.
If not, adjust the hours or add an Outside Hours branch in the Call Flow.
Learn how to configure call flows in our dedicated guide.
Agent and Queue Settings
Confirm that at least one agent in the destination group is Available (You can view the list of all agents and their current availability in the Dashboard > Account > Users section).
Review the queue settings, such as maximum ring time and simultaneous calls, to avoid calls being skipped or dropped.
If your call appears in Call History and all these settings look fine but the call still doesn’t ring, continue with Step 4.
4. Check number activation or porting status
If your number is new
Make sure it supports inbound calls in your country. Some numbers are outbound-only.
You can find details here: Phone number coverage, requirements and functionality.
If your number is ported
Check that your port-in process has been completed and the number is active in CloudTalk.
If the port was finalized recently, allow a few hours for carrier routing to stabilize.
5. Test from different networks
Try calling the same CloudTalk number from another mobile network or landline.
If it works from one network but not another, the issue is most likely with the originating carrier.
If the issue persists
If the call doesn’t appear in Call History, it isn’t reaching CloudTalk. Contact your telecom provider or reach out to CloudTalk Support with the number, call time, and a few sample call attempts.
If the call appears in Call History but still doesn’t ring your agents, double-check your Call Flow, Business Hours, and agent availability again. Then contact CloudTalk Support if the problem continues.
Additional tips
After making any changes, run a new test call to confirm everything works.
If you recently duplicated or deleted a number, make sure integrations and automations use the correct number ID.
For issues that come and go, try to collect details like timestamps, caller numbers, and what exactly happens during the failed call. This information helps identify patterns faster.