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Unable to make outbound calls

There are a number of reasons why outbound calls may fail to connect. The most common are listed below:

This line has been temporarily placed out of service. You can receive calls but you cannot make calls. Please contact your Operator

Inclarity has a fraud prevention system which is designed to minimise the chance of fraudulent calls being made from the Inclarity network. There are a number of reasons why a line may be suspended including:

  • Call attempts from a non-supported device
  • Bad or manipulated registration attempts
  • Call usage exceeding defined limits outside of operating hours
  • Repeated bad password authentication on Toolbar or TAPI

These are just a few instances which may cause outgoing calls to be suspended. As a result, we recommend emailing customerservices@inclarity.co.uk. In most cases, Customer Services can quickly identify the cause of the problem and take steps to rectify the issue, reinstate the line and stop further suspensions. 

We're sorry, your call cannot be completed at this time. Please hang up and try again later

This can occur for a number of reasons. The two most common are:

The far end has not responded to the call attempt or it has timed out. 
In this instance, try calling the number from a BT phone or a mobile. If the call does not connect, it proves the problem is the far end's issue and not a fault on the Inclarity network. If this is the case, the issue should be reported to the far end party.

If the call connects from the BT/mobile network but still does not connect from Inclarity, please log a case with customerservices@inclarity.co.uk detailing the below information and this will be investigated further

  • Customer and Site name
  • Checks completed so far
  • A minimum of 2 call examples containing the following information:
  •  - Callers number
  •  - Number they dialled
  •  - Time and Date of the call
  •  - Fault Symptom
  • Technical Contact Name and Number

The call is to an international number which has been deemed high risk

It's possible the far end number would also be down here too. Try calling the number from a BT phone or a mobile. If the call does not connect, it proves the problem is the far end's issue and not a fault on the Inclarity network. If this is the case, the issue should be reported to the far end party.

If this is not the case, it is possible that the destination has been blocked. Inclarity take safeguards to protect our customers including call barring of certain countries or areas within countries who are known to be high risk of fraudulent activity. The same checks as above apply here:

  • Customer and Site name
  • Checks completed so far
  • A minimum of 2 call examples containing the following information:
  •  - Callers number
  •  - Number they dialled
  •  - Time and Date of the call
  •  - Fault Symptom
  • Technical Contact Name and Number

This information should then be emailed to customerservices@inclarity.co.uk. If this is a high risk country, Inclarity can unblock numbers once a discussion has taken place with the customer.

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