Problem
Calls are not ringing through to a cell phone despite EC500 being enabled and the phone number is correct.
This behavior is not limited to EC500, it may be from AACC using Other Phone mode, Call Forwarding, or any other process that re-routes a call to the cell phone.
Environment
EC500
Resolution
To resolve this issue, turn off the privacy setting which blocks these numbers. Once the setting is turned off, calls should route through normally.
Android Devices
The steps and settings to block/unblock numbers or callers on Android devices vary by manufacturer and device. You may need to consult their documentation. For example, Samsung has published guidance for their Galaxy devices on samsung.com (link).
Apple Devices
From Apple Support (link):
- On the iPhone, go to Settings > Phone.
- Find the slider for Silence Unknown Callers and switch it off.
Cause
Cell phones have privacy settings which may prevent private, restricted, and/or unknown numbers from ringing through. EC500 fails completely if these settings are enabled.