Documents - Manuals - Troubleshoot the web interface

Troubleshoot the web interface

Calls do not arrive
What messages mean
Create the first group
Inform support

1. Calls do not arrive

Go through these points in order:

Nicht stören: (Do not disturb) Is it turned on for the extension? Then it does not ring.
Rufumleitung: (Call forwarding) Does a rule forward the call or reject it?
Geschäftszeiten: (Business hours) Is the call outside the hours or during an exception?
Anrufablauf: (Call flow) Does the main number in the Call builder lead to the right destination? Use Nummer prüfen (Check number).
Gerät: (Device) Is the app connected or the desk phone assigned?

Check each change with a test call from outside.

2. What messages mean

Message	Meaning	Solution
Telefonanlage noch nicht verbunden (Phone system not connected yet)	Your phone system is not activated yet.	Contact INGOS.
Blocked page with „Neu anmelden“ (Sign in again)	Your sign-in has expired or you do not have permission.	Sign in again. If that does not help, ask the administration.
Anmeldung mit Sicherheitsschlüssel nötig (Sign-in with a security key required)	The change requires a passkey.	Sign in again with your password and passkey.
Das Kontingent ist ausgeschöpft (The quota is used up)	All extensions are taken.	Ask INGOS for more extensions.
Teil von „…“ — ändern über die Administration (Part of "…" — change via the administration)	The extension belongs to a group or a menu.	The administration changes the call forwarding.
Nur für Administratoren (Administrators only)	The view needs admin rights.	Ask the administration.

3. Create the first group

If your phone system has no group at all yet, Gruppe anlegen (Create group) does not open a form. Create the first group in the Call builder: Bausteine (Blocks), then Rufgruppen (Ring groups) and Neu… (New…). From the second group on, the path through Gruppen (Groups) works.

4. Inform support

With these details, we can help you fastest:

Company and affected extension or phone number
Date and time of the call
Calling number and dialed number
What you expected and what happened
For the app: version and diagnostic ID from Diagnose teilen (Share diagnostics)

WARNING

Never send passwords, PINs, or QR codes to support. These codes contain sign-in credentials.