See below for more information on Caller ID issues and the reasoning behind why you might have a variance on what's being displayed on your caller ID for incoming Sideline calls.
Issue Symptoms
- Receiving calls from your contact what appears to be an out-of-state number
- Contacts are only displaying their phone number, not their names
- Caller ID only displays "Incoming Sideline Call"
- You see your incoming pilot number on your Caller ID
Conditions
- VoIP calling is disabled
- An active Data Plan & cell service
- Contact permissions enabled
Cause & Resolution
The above issues may be occurring because of a couple of factors:
- The Sideline Pilot number is being displayed instead of your contacts phone number
- One or more of the device permissions have been disabled
To describe this further, Sideline routes incoming calls by utilizing a pilot number. This pilot number is unique to each user's device and it is displayed in the form of "Incoming Sideline Call" or "Sideline Incoming Call". If you do not see your contact's name in the caller ID, please perform the steps below (depending on your device) to further troubleshoot.
--Tab 1 Start--
Accordion Section 1 Name: Manage your Permissions
Through your device Settings, please ensure that contact permissions are enabled on your device. Contact permissions are required in order to sync your contacts with Sideline, and also allow your caller ID to display properly.
Please visit our help site article: Permissions - Why are they required? for more information on how to enable permissions on your device through Sideline.
Accordion Section 2 Name: Enable "Call Announcement" in Sideline
Enabling Call Announcement will help with calling issues by extending the ring time. This will help to avoid missing a call while giving Sideline more time to ensure the correct caller ID populates.
To enable Call announcement in Sideline:
- Tap 'Settings'
- Swipe 'right' to enable Call Announcement
Accordion Section 3 Name: Reset your pilot number
A pilot number is a number we use to connect your calls. Sometimes the pilot number can be mistakenly blocked by a customer or Carrier so we find that resetting that number can fix caller ID issues.
To reset your pilot number:
- Navigate to your device's address book
- Search and delete the "Sideline Incoming Call" contact
- Place a quick test call to someone.
Performing the steps above will reset the pilot number and routing of your calls.
Accordion Section 4 Name: Perform the basic troubleshooting steps
If you are still experiencing Caller ID issues after performing the steps above, please visit our help site article: Basic Troubleshooting Steps and perform the steps outlined.
--Accordion End--
--Tab 1 End--
If you need further assistance on troubleshooting Caller ID issues, please contact us at support@sideline.com
--Tab 2 Start--
Accordion Section 1 Name: Keep Sideline running in the background
If you are seeing "Incoming Sideline Call" when you are receiving a phone call, or a phone number not associated with the person who is calling you, please try the steps below in order to troubleshoot your incoming call issue.
Verify the number associated with your "Incoming Sideline Call" contact:
- Navigate to your device's address book
- Search "Incoming Sideline Call" contact
- The number displayed will be the incoming pilot number
- Confirm (or deny) that this number matches the number you see as a Caller ID (when you receive an incoming call)
If you've confirmed that the number displayed on your Caller ID matches your "Incoming Sideline Call" contact:
- Please open Sideline
- Exit out of Sideline/background the app (but do not close the app)
Important: Do not force close the app. By having Sideline "running in the background" this will help to ensure that the Caller ID will be displayed correctly when you receive an incoming call.
For more information on this, please see Apple's Help Site article.
Accordion Section 2 Name: Manage your Permissions
Through your device Settings, please ensure that contact permissions are enabled on your device. Contact permissions are required in order to sync your contacts with Sideline, and also allow your caller ID to display properly.
Please visit our help site article: Permissions - Why are they required? for more information on how to enable permissions on your device through Sideline.
Accordion Section 3 Name: Enable "Call Announcement" in Sideline
Enabling Call Announcement will help with calling issues by extending the ring time. This will help to avoid missing a call while giving Sideline more time to ensure the correct caller ID populates.
To enable Call announcement in Sideline:
- Tap 'Settings'
- Swipe 'right' to enable Call Announcement
Accordion Section 4 Name: Reset your pilot number
A pilot number is a number we use to connect your calls. Sometimes the pilot number can be mistakenly blocked by a customer or Carrier so we find that resetting that number can fix caller ID issues.
To reset your pilot number:
- Navigate to your device's address book
- Search and delete the "Incoming Sideline Call" contact
- Place a quick test call to someone.
Performing the steps above will reset the pilot number and routing of your calls.
Accordion Section 5 Name: Perform the basic troubleshooting steps
If you are still experiencing Caller ID issues after performing the steps above, please visit our help site article: Basic Troubleshooting Steps and perform the steps outlined.
--Accordion End--
--Tab 2 End--
If you need further assistance on troubleshooting Caller ID issues, please contact us at support@sideline.com
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