Voice notifications going straight to voicemail

Problem

xMatters sends a voice notification, but it doesn't seem to reach the my device. Either the phone doesn't ring, the notification goes straight to voicemail, or the notification log indicates that the call  connected and was disconnected before playback was complete.

Environment

All versions of xMatters

Resolution 

The voice notification is blocked when it reaches the your device. To make sure you receive notifications from xMatters, check the following:

For Android devices:

• Add the xMatters caller ID number to the your contacts list.
• Review the device's blocked numbers to see if the xMatters caller ID number is listed. If it is, remove it from the list.
• Temporarily disable the Caller ID and spam protection feature. To learn how to do this, click here.
• Try restarting the phone. Sometimes it's just a temporary condition that can be solved by reconnecting to the provider.

For iOS devices:

• Add the xMatters caller ID number to the device contacts list.
• Turn off Silence Unknown Callers.
  
  
• Temporarily disable apps which filter or detect spam calls. For more information, click here.
• Try restarting the phone. Sometimes it's just a temporary condition that can be solved by reconnecting to the provider.

If you're still having issues, Contact Support.

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