Grandstream: Incoming call not routed to TopView

Grandstream: Incoming call not routed to TopView

This KB assumes that you have correctly configured TopView the Grandstream for incoming calls.
See the Grandstream configuration document for more information.

Verify that there is only one TopView softphone listening on the extension 

The Grandstream is configured to route an incoming call to an extension.
If there are multiple TopView softphones registered to this extension, only one of them will receive the incoming call.
  1. Run TopView Admin Tools
  2. From the left menu, select "Softphones"
  3. Show for: select "All running Engines"
  4. Verify that there is only one softphone listed for the extension

Verify that TopView is listening for incoming calls 

  1. Run TopView Admin Tools
  2. If you have multiple TopView Engines running, make sure the correct Engine is selected in the dropdown at the top of the screen
  3. From the left menu, select "Voice Dial-In Status"
  4. Verify the extension, listening, and line status


Verify that the Grandstream sees the incoming call

Log into the web UI of the Grandstream
Go to System Status > Dashboard

When idle, the analog trunk should be blue


Make a phone call to the analog line phone number. The color should change to yellow.


Try to change the Caller ID Scheme

Log into the web UI of the Grandstream
  1. Go to Extension/Trunk > Analog trunks
  2. Edit the analog trunk
  3. Change the Caller ID Scheme to “Auto Detect”
  4. Save and Apply changes

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