For detailed instructions around setting up and managing ProLine's phone-related settings, view this guide. If you've previously set up your ProLine inbound calling and are just trying to troubleshoot why it isn't working as expected, follow the instructions below.
Step 2: Check Your Forwarding Mode
Navigate to the phone tab of your account settings. Go to the hamburger menu in the upper left of ProLine > Account Settings > Phone. Or click here.
Make sure that you have the correct forwarding mode selected on this page. If you want incoming calls to ring on your cellphone, then you need to select the "Classic" Forwarding mode. Click here for more details on forwarding modes.
All Inbound Calls Show As Your ProLine Number By Default: This is expected behavior on the "Classic" and "Hybrid" forwarding modes. All inbound calls show as your ProLine number. You will only see the actual caller's number and contact information inside the ProLine app or in the call notification.
Outbound Calls Via The Mobile App Show Your ProLine Number: This is expected behavior for outbound calls through the mobile app. When you initiate an outbound call, your ProLine number will always show as the number you are calling. The outbound call is then forwarded to the actual contact.
Step 3: Check Your "Forward Calls To" Number
The phone number in the "Forward Calls To" field must be the phone number of the cell phone on which you are using the ProLine app. If you put any other number in this field, your inbound calling will not work.
The "Originate Calls From" field should be left blank in 99% of cases. So don't put any number here unless you have a very specific reason to do so and have previously discussed this will ProLine support.
DO NOT, under any circumstance, put your ProLine number in any fields on the Phone tab. Both inbound and outbound calls are automatically routed through your ProLine number, so putting your ProLine number in the Forward Calls To or Orginate Calls From fields will just break inbound or outbound calling, respectively.
Unknown Callers That Don't Ring Are Spam: If you receive inbound calls from unknown numbers and only get a notification (no ring), these are spam dialers. Our system isn't able to block all of them. If you receive only a notification for a saved inbound caller but no ring, this means the caller called you and then hung up before the call could be fully forwarded.
Step 4: Make Sure Your ProLine Number Is Saved as a Contact on Your Phone
Click the profile icon in the upper right-hand corner of ProLine to open the profile area. Select and copy your ProLine number. Open the contacts app on your phone, save your ProLine number as a contact, and name it "My ProLine Number" or another easily recognizable name of your choosing.
Saving your ProLine number ensures that forwarded inbound calls make it past any unsaved caller blocks that your phone may have. It also makes it easy to know when you're receiving a call via your ProLine number.
Step 5: Turn off Do Not Disturb or Focus Mode
Do not disturb (Android) and focus modes (iPhone) will both stop incoming calls from ringing. Make sure you have these turned off when you want to receive calls and/or have exceptions made for your ProLine app and the associated contact (with your ProLine number).
Step 6: Contact ProLine Support
If you've followed the instructions above and are still not receiving incoming calls, then please reach out to ProLine support via that chat or by emailing support@proline.app with detailed information about the behavior you're experiencing.