Calls aren't reaching Dohos

This is a different moment from first setting forwarding up — getting your number forwarded is about the initial configuration and its own first test call; this page is for “it was working and now it isn't,” or “the test call I just tried didn't go the way it should have.”

01Three different symptoms, three different causes

“Calls aren't reaching Dohos” actually covers three genuinely different situations, and telling them apart first saves a lot of wasted troubleshooting. Each points somewhere different, and none is diagnosed the same way.

1. Calls never reach Dohos at all. A caller dials the restaurant's number, and Dohos never answers — not a delay, not an odd greeting, nothing. This almost always means the forwarding itself isn't active, or isn't pointed at the right number.
2. Calls reach Dohos, but something about how they get there seems off. The assistant does answer, but only sometimes, or only after ringing a long time first, or only under conditions that don't match what the restaurant intended when forwarding was set up.
3. A call that started fine runs into trouble mid-conversation, and nothing reaches the restaurant afterward. A different direction entirely — not the restaurant's own number forwarding to Dohos, but what happens when something goes wrong on a call already in progress and the system needs to reach someone at the restaurant.

The first two are the restaurant's own carrier-side setup, checked the same way regardless of which carrier is involved. The third is a different mechanism, honestly scoped below rather than described as more than it actually is.

02Branch one: nothing reaches Dohos at all

Start with a real test call from a phone that isn't already known to be tied to the account — a personal cellphone works well for this, since it rules out anything unusual about a specific line.

1. Confirm forwarding is actually active, not just configured once and never verified. Most carriers show this as a status somewhere in the phone's own settings or the carrier's account portal, separate from having entered a forwarding number at some point in the past.
2. Check the number forwarding actually points to. A single mistyped digit sends every call somewhere else entirely, silently — the single most common cause of “nothing happens at all,” and easy to miss because the forwarding itself looks correctly turned on.
3. Place the test call and time how long it rings before anything happens. If it rings out to nothing, or reaches a generic carrier voicemail instead of Dohos, forwarding isn't actually routing to the right place — even though it may show as “on.”

03Branch two: calls reach Dohos, but inconsistently

This is the trickier of the two forwarding-side branches, because “it works sometimes” is harder to pin down than “it never works.” The cause is almost always a mismatch between what the restaurant intended and which specific forwarding condition actually got configured.

A restaurant that intended calls to go straight to Dohos, but actually has ring-no-answer forwarding configured, will see exactly the “sometimes it works” pattern — a call that happens to catch an already-busy or already-answered line behaves differently from one that doesn't. Confirming which condition is actually set, not just that forwarding is generally “on,” resolves most of what looks like inconsistency.

1. Ask the carrier directly which forwarding condition is configured — unconditional, ring-no-answer, or busy — rather than assuming from how it's behaved recently.
2. Run several test calls back to back, from different phones if possible, and note whether the pattern matches ring-no-answer behavior rather than a flat failure.
3. Switch to unconditional forwarding if every call is meant to go straight to Dohos — usually the setting a restaurant that's fully moved off answering its own phone actually wants, even when a different condition was set during initial configuration.

04Branch three: when something goes wrong mid-call, honestly

This branch is a different mechanism than the first two, and it's worth being precise about exactly what it does and doesn't do, rather than describing it as more reliable than it actually is. If a call has already been answered and is genuinely in progress, and something fails partway through — the assistant hits a technical problem it can't recover from on its own — the system attempts a brief spoken apology to the caller, then tries to reach a manager or owner phone number for that specific location, if the restaurant has configured one during onboarding. If no number is configured for that location, or every attempt to reach the numbers that are configured doesn't connect, the call ends rather than continuing to fail silently.

The two numbers this depends on — a manager transfer number and, optionally, an owner fallback number — are set during the manager-on-duty section of onboarding. A location without either one configured has nowhere for this specific mechanism to reach if it's ever needed. Checking that both are actually set, and actually correct, is worth doing even if this branch has never come up yet — it's the kind of thing nobody notices is missing until the moment it would have mattered.

There's no dedicated log anywhere in the console today that specifically marks “a call used this fallback mechanism.” What does exist is the ordinary call list — a call that went through this path shows up there like any other call, with whatever outcome it actually reached. Checking a specific call's own record there, for the approximate time in question, is the real way to see what happened, not a separate report built for this one purpose.

05When the checks above don't resolve it

• A test call rings but nothing answers, even though forwarding shows as active.Recheck the destination number character by character — a single wrong digit produces exactly this symptom while forwarding itself still reads as correctly configured.
• Forwarding was working for weeks and suddenly stopped. This can follow a carrier-side account change, a plan change, or a new phone or SIM on the line forwarding was set from — worth asking the carrier whether anything changed recently before assuming the configuration was altered on purpose.
• Everything above checks out, and calls still don't reach Dohos. At that point this is genuinely a carrier-side question rather than something to keep troubleshooting alone — the carrier can see call routing on their end in a way nothing on the Dohos side can.
• A call needed the mid-call fallback and it didn't reach anyone. Confirm the manager and owner numbers are actually set correctly for that location first — an unset or incorrect number is the most common reason this specific moment doesn't reach anyone, not a failure of the mechanism itself.
• A caller reports the phone rang normally on their end, and Dohos never picked up.That's the branch-one pattern from the caller's side rather than the restaurant's — the same forwarding checks apply, just confirmed from the destination number's side instead of by placing a test call outward.
• Multiple locations share similar numbers, and forwarding seems to reach the wrong one. Confirm each location's forwarding points at that location's own specific Dohos-provisioned number, not a number copied from another location during setup.

06A Dohos question, or a carrier one

Branches one and two are carrier-side by nature — the restaurant's own phone provider controls whether and how a call gets forwarded before it ever reaches Dohos, and no amount of checking on the Dohos side changes what the carrier has configured. Branch three sits entirely on the Dohos side, since it only applies once a call has already been answered. If troubleshooting branch one or two hasn't resolved anything after checking with the carrier directly, or branch three's specific mechanism didn't behave the way this page describes, support is the next step either way.