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Troubleshooting Call Forwarding

If customers call your current business phone number and the AI does not answer, isolate the problem step by step.

Step 1: Call The AI Number Directly​

Call the AI number from a separate phone.

  • If the AI answers, CloudMySite is receiving calls on the AI number.
  • If the AI does not answer, fix the AI setup before troubleshooting your provider forwarding.

Step 2: Check The Forwarding Destination​

Make sure your current phone provider forwards to the AI number, not to your current business phone number.

Check for:

  • missing country code
  • wrong area code
  • old AI number
  • extra digits
  • forwarding to voicemail instead of an external number

Step 3: Check Provider Rules​

Some providers have separate rules for business hours, after hours, queues, extensions, mobile devices, and voicemail. The rule you edited may not be the rule receiving the call.

Step 4: Watch For Call Loops​

If calls ring repeatedly, disconnect quickly, or show unusual duplicate activity, turn forwarding off and verify that the AI number is not forwarding back to the current business phone number.

Step 5: Test From Another Phone​

Do not test from the same phone being forwarded. Use another mobile phone or ask a team member to call.

When To Contact Support​

Contact CloudMySite support if the AI number fails when called directly. Contact your phone provider if the AI number works directly but your current business phone number does not forward to it.