Tip: Calls made before 9am may be picked up by your phone system’s out‑of‑hours voicemail instead of reaching your branch.
Her is guided assistance to help you check or change your call settings:
📞 Troubleshooting Callwell Call Issues
1. Start with a Test Call
Try initiating a call to your phone via the Callwell Enquiries screen.
2. If the call doesn’t come through, check the following:
• Active Number
Callwell uses the Active Number displayed in the top-right corner of your screen to reach you in branch. Use the dropdown to select the correct number.
• Missing Number?
If your number isn’t listed, add it via the Profile tab in the left-hand menu.
• DTMF Tone Settings
Call your branch to check that your branch’s call journey includes the correct DTMF options (e.g., “Press 1 for Sales, 2 for Lettings”).
These settings can change without notice, so it’s best to call your branch and confirm.
You can configure these options under your Profile tab.
✅ This step resolves around 90% of call issues.
3. Still not working?
Log into Callwell on another workstation or PC and test a call. This will define whether the issue is with your PC/Phone system or Callwell. You can then raise an internal support request or contact Callwell support using support@callwell.co.uk.