---
title: "Calls to a tracking number don't reach the business"
url: "https://calltracking.au/help/numbers/calls-not-connecting"
summary: "A call to a tracking number is forwarded to the first incoming call handler of its static number, pool or tracking site. Open the call in Tracked calls to see where it went and what happened, then check the handlers and the business's own line."
type: troubleshooting
audience: customers
products: ["Incoming call handlers", "Number pools", "Static tracking numbers"]
who_can_do_this: "An Owner or Editor on the account"
---

# Calls to a tracking number don't reach the business

**Short answer:** A call to a tracking number is forwarded to the first incoming call handler of its static number, pool or tracking site. Open the call in Tracked calls to see where it went and what happened, then check the handlers and the business's own line.

**Applies to:** Incoming call handlers, Number pools, Static tracking numbers  
**Who can do this:** An Owner or Editor on the account

First check the [Enfonica status page](https://enfonica.status.io/) for a known incident.

Start in the Enfonica Console: go to **Tracked calls** and look for the call. Whether it's there, its status and its **Destination** tell you which section below applies.

> **Note:** Pausing a tracking site or a pool doesn't stop calls. It stops the website from showing tracking numbers, but calls to them still connect and are logged. It isn't the same as the service being paused, which is covered below.

## The call shows not answered, busy, rejected or failed

The call reached Call Tracking and was forwarded, but the phone it was sent to didn't take it. The status shows on the call as **NOT ANSWERED**, **BUSY**, **REJECTED** or **FAILED**.

### The business's phone didn't answer

**To check**, open the call and look at **Destination**: the number the call was forwarded to. If it's the right number, the call rang there and nobody answered, the line was busy, or the phone refused it.

**To fix it**, check the business's line with whoever runs its phones. To send unanswered calls to a backup number or voicemail, see [Business hours and failover](/docs/routing/business-hours-and-failover/).

### The call went to the wrong number

Each call uses the incoming call handlers of the static tracking number it was made to, or else its pool's, or else the tracking site's. A number or pool with no handlers of its own uses the next level's.

Only the first handler in the list is used. Each call is forwarded to one place, and if that place doesn't take it, the call doesn't move on to the next handler. To ring several numbers or try a backup, use a Flow handler instead.

**To check**, compare **Destination** with the number you expect, then look at the handlers:

- the tracking site's, in **Settings** under **Incoming call routing**;
- a pool's, in its **Pool configuration**;
- a static tracking number's, under **Routing** when you select **Edit** next to it.

**To fix it**, correct the first handler at the level the call used, and select **Save Changes**. To learn how, see [Route incoming calls](/docs/routing/).

## The caller hears silence

### The tracking site has no incoming call handler

If there's no handler on the static number, the pool or the site, the call has nowhere to go and the caller hears nothing. The Console won't save a tracking site without a handler, but a site set up from a quote with no forwarding number has none until someone adds one.

**To check**, open the tracking site's **Settings** and look under **Incoming call routing**. Destination shows **Not connected** on calls that weren't forwarded anywhere.

**To fix it**, add a handler with the business's number, and select **Save Changes**.

## The call isn't in Tracked calls

The call never reached the tracking site, so nothing was logged.

### The service is paused

When a Call Tracking subscription ends, calls to its tracking numbers are refused, and the Console shows **Your Call Tracking service is paused**. Unlike pausing a site or a pool, this stops calls.

**To fix it**, see [Your Call Tracking service is paused](/help/billing/service-paused).

### The number is no longer a tracking number

Deleting a pool deletes its tracking numbers and releases them. A released number no longer rings anywhere, and it can't be brought back.

**To check**, go to the tracking site's **Number pools** and search for the number. If it's not in any pool or in the static tracking numbers, it's no longer tracked.

**To fix it**, contact support, with the number and the time of a call that failed. If the number is printed on ads or signs, say so.

## What to send us

Include these and we can find the call straight away.

- The tracking site's name in the Console.
- The tracking number that was called, and the date and time of the call.
- The caller's number, if you know it.
- What you expected to see on the call, and what it shows instead.

[Contact support](https://calltracking.au/support#contact)

## Related

- [Your Call Tracking service is paused](https://calltracking.au/help/billing/service-paused.md)
- [Are missed calls sent to Google Ads and Google Analytics?](https://calltracking.au/help/integrations/missed-calls.md)
- [Route incoming calls](https://calltracking.au/docs/routing/)
- [Business hours and failover](https://calltracking.au/docs/routing/business-hours-and-failover/)
- [Call details](https://calltracking.au/docs/calls/call-details/)

---

Web version: https://calltracking.au/help/numbers/calls-not-connecting