This article only applies if you are forwarding your Unitel Voice calls to a cell phone number.
If you are using the Unitel Voice mobile app and calls are not ringing in the app, this article does not apply. App-related ringing issues have different causes and require different troubleshooting steps.
Understanding the Difference
There are two common ways to receive Unitel Voice calls on your mobile device:
Option 1: Using the Unitel Voice Mobile App (Recommended)
Calls are delivered directly to the Unitel Voice app on your device.
If calls are not ringing in the app, the issue may be related to app permissions, notification settings, battery optimization, network connectivity, or device-specific settings.
Option 2: Forwarding Calls to Your Cell Phone Number
Calls are forwarded from Unitel Voice to your wireless carrier phone number.
If calls are going directly to voicemail or never ring your cell phone, your wireless carrier or smartphone may be blocking, filtering, or silencing the call before it reaches you.
This article applies only to this second scenario.
Why This Happens
When Unitel Voice forwards a call to your cell phone, the incoming call may display the original caller's phone number.
Modern smartphones and wireless carriers use spam detection systems that can automatically block, silence, or send certain calls directly to voicemail.
In these cases, Unitel Voice has successfully forwarded the call. The call is being filtered by your cell phone or wireless carrier before it can ring.
Important
If you are forwarding calls to your cell phone and the calls are being sent directly to voicemail, this is typically not a Unitel Voice issue.
Our system has already delivered the call to your wireless carrier. The carrier or mobile device is deciding whether to allow the call to ring.
iPhone Settings (make sure to review both settings below)
Disable Silence Unknown Callers
Open Settings
Tap Apps
Tap Phone
Review the "Screen Unknown Callers" section
Choose "Never" to turn the setting Off
Review Call Filtering
Open Settings
Tap Apps
Tap Phone
Review "Call Filtering" section
Ensure that both "Unknown Callers" and "Spam" are Off
Android Settings (make sure to review both settings below)
Review Spam Protection Settings
Open the Phone app
Tap the three dots (⋮)
Tap Settings
Tap Caller ID & Spam
Review or disable spam filtering settings
Samsung Devices
Open the Phone app
Tap Settings
Tap Caller ID and Spam Protection
Review or disable spam filtering settings
Check Your Wireless Carrier Settings
Many wireless carriers offer spam filtering services that may block forwarded calls.
Examples include:
• AT&T ActiveArmor
• Verizon Call Filter
• T-Mobile Scam Shield
Review your carrier's spam protection settings to ensure legitimate calls are not being blocked.
Our Recommendation
Whenever possible, we recommend using the Unitel Voice mobile app instead of forwarding calls to a cell phone number.
The Unitel Voice app is designed specifically for business calling and avoids many of the spam filtering challenges that can occur when calls are forwarded through a wireless carrier.
Still Having Trouble?
If you are forwarding calls to a cell phone and continue experiencing issues after reviewing these settings, please contact support and provide:
• Your Unitel Voice phone number
• The cell phone number receiving the forwarded calls
• The date and time of an affected call
• An example caller number
Our team can verify whether the call was successfully forwarded from the Unitel Voice platform.