ConnectUC isn't ringing

If calls show as missed but ConnectUC never rang, a setting on your device is usually blocking the ring. Use the section for your device.

Quick checks for everyone

1. Do Not Disturb: click your user icon and make sure Do Not Disturb and Disable Calls are off.
2. Answering rules: check Preferences → Answering Rules for a rule that forwards calls or turns on DND.
3. Sign out and back in: this refreshes your connection and settings.

On a computer

Allow sound

Browsers block sound until you interact with the page.

1. If you see the blue banner “The browser is preventing ConnectUC from playing audio. Click anywhere to allow”, click anywhere in the ConnectUC window once.
2. To stop this for good, allow sound for uc.dialraven.com in your browser’s site settings, or install ConnectUC as an app.

Allow notifications and pop-ups

1. If ConnectUC shows “Please allow notifications to receive notifications and updates.”, click Allow in that banner and accept the browser prompt.
2. Otherwise, click the icon to the left of the address in your browser’s address bar and allow notifications and pop-ups for ConnectUC. The call window opens as a pop-up, so pop-ups matter too.
3. On a Mac, open System Settings → Notifications and make sure your browser (and its helper apps) can show notifications.
4. On Windows, check that notifications are turned on for your browser or the ConnectUC app.
5. In ConnectUC, open Preferences → Notifications and check that Enable incoming call sounds and the Show notifications boxes under Incoming Call are ticked.

Keep the app open and awake

• If you use the web version, keep the tab open.
• If your computer slept, refresh the page or sign out and back in.
• Stop your browser from putting the tab to sleep. See the power tips in Choppy or one-way audio.

Check the ringer

Open Preferences → Audio and make sure Ringing Sound Volume isn’t at zero and the right Ringing and Notification Speaker is selected. Click Test Sound to check.

On an iPhone

1. Make sure Focus (the crescent moon) is off in Control Center.
2. Turn off Low Power Mode.
3. In Settings → ConnectUC, allow Notifications, Background App Refresh, and Cellular Data.
4. Open ConnectUC at least once every 30 days, or sign out and back in.

On an Android phone

1. Turn off Do Not Disturb in your quick settings.
2. In your phone’s app settings for ConnectUC, allow all notifications.
3. Allow ConnectUC to run in the background and remove any battery restrictions.
4. Allow mobile data use.
5. Open ConnectUC at least once every 30 days, or sign out and back in.

One phone, one calling app

• Use your login on only one phone. Two phones can cause missed rings.
• If another business calling app is signed in to your extension on the same phone, remove it. Two calling apps on one phone can fight over incoming calls.

Last resort

Uninstall the ConnectUC app, reinstall it, and sign in again. This resets its permissions. If it still won’t ring, use Report an Issue in the app and then contact support.

Common questions

Calls ring my desk phone but not ConnectUC.

Your answering rule may be set to ring only your desk phone. Check Preferences → Answering Rules, or ask your admin.

The app rings but the pop-up doesn’t show.

Notifications are being blocked by your browser or computer. Follow the steps under “Allow notifications and pop-ups” above.

Related articles

• Do Not Disturb
• ConnectUC settings
• Calls go straight to voicemail
• Install ConnectUC on your phone