Troubleshooting: Why Isn't This Call Ringing My Interpreters?

If you have interpreters who appear to be online but aren't receiving On Demand calls — or a call only seems to reach one interpreter — this guide walks you through how to diagnose it. The key is to look at what the system actually did before changing any settings. Most "routing isn't working" cases come down to one of a few checks below.

Step 1: Start with Routing Details — what actually happened?

Before adjusting anything, look at how a specific problem call was routed. This is the single most useful step, and it tells you which direction to investigate.

1. Navigate to Dashboard > Logs > On Demand.
2. Click into the call in question, then open the Routing Details tab.
3. Review which interpreters were rung, how long it rang for each, and whether they declined.

See also: Call Routing Details

Note: Routing Details shows internal interpreters who were rung, but not crowd interpreters. If an interpreter you expected isn't listed, check their online/offline times. Interpreter Activity Logs

This splits your troubleshooting into two clear paths:

• The interpreters were never rung → continue to Step 2 (eligibility and routing lists).
• The interpreters were rung but declined or timed out → skip to Step 5 (availability and behavior).

If the interpreters were NEVER rung

We recommend working through Steps 2–4 in order. 

Step 2: Confirm the interpreters were actually online

"Online and ready" is worth verifying rather than assuming. An interpreter can be logged in without having their caller set to accept calls — and if their caller wasn't online at the time of the call, they would not have been rung.

1. Navigate to Members > Interpreters and click into the interpreter.
2. In the Interpreter Viewer, open the Logs tab, then select the Activity viewer.
3. Confirm the interpreter had an active online session (caller accepting calls) at the time of the problem call.

Note: The Activity Log reflects the time an interpreter had their caller set to accept calls — not total time logged in. If they were logged in but their caller wasn't online, that time won't appear here.

See also: Interpreter Activity Logs

Step 3: Check the interpreter's permissions

An interpreter is only eligible for a call if their permissions match the call's language pair, communication type (OPI/VRI), and service type. If any of these don't match, they won't be rung for that call.

1. Navigate to Members > Interpreters and click into the interpreter.
2. Open the Permissions tab.
3. Verify the interpreter has the language pair, communication type, and service type that match the calls that aren't reaching them. Certain service types, such as Medical, have to be added explicitly to the interpreter's permissions for them to be rung for those calls.

Note: Interpreters cannot accept calls until the LSC Admin has set their permissions. Interpreters, even in 'Enabled' status, will not be able to accept calls without permissions. 

See also: LSC Quick Start Guide · Interpreter Onboarding Guide

Step 4: Check the account's Priority, Call-Only, and Do Not Call lists

These account-level lists directly control who gets rung for that account's calls — and they're the most common reason calls appear to reach only one (or a few) interpreters.

1. Navigate to Members > Accounts and click into the account (e.g., the client company placing the calls).
2. Open the Routing tab.
3. Review the lists:
   • Priority Interpreters are the first bucket rung for incoming On Demand calls. If a call-only style restriction is in place, routing may be limited to just those interpreters.
   • Do Not Call interpreters are excluded from that account's calls entirely.

See also: Priority Interpreters and Do Not Call list for On Demand

If the interpreters WERE rung but declined or timed out

Step 5: This is not a routing configuration issue

If Routing Details shows the interpreters were rung but the call went unanswered, then routing is working as designed — the interpreters simply did not pick up. 

• Use Routing Details to see how long the call rang each interpreter and whether they declined.
• If the routing details show the interpreter was rung, but they claim they did not get any notification, there are a few reasons this could occur: 
  • There are network or device delays (an older computer, a lot of internet tabs open, CPU usage running high, etc). These can delay the ring long enough that another interpreter is able to answer before you hear it ring. This occurs the most often for languages that have a very short response time, like Spanish, but it can happen in any language. 
  • Sometimes there are many available interpreters for a call. We don't call every available interpreter immediately. If an interpreter answers right as more interpreters get rung, the added interpreters might only see a missed call badge and hear no ringing at all.
  • Their browser may be 'snoozed' due to inactivity. Each browser type has unique settings that can essentially turn off tabs with no recent activity. To prevent this, we recommend keeping your account at the forefront of your screen and interacting regularly. Our recommended browser is Chrome, which you can add your Boostlingo URL to the Always Keep Active section here: chrome://settings/performance.

Please have the interpreter go through these troubleshooting steps to optimize their chances of being notified for a call: Troubleshooting Boostlingo on a Computer Browser – Boostlingo

Still not resolved? Contact Support

If you've worked through the steps above and calls still aren't routing as expected, submit a request and include:

• The account / client company name and ID
• One or two sample Call IDs that demonstrate the problem
• The language pair, service type, and communication type (OPI/VRI) of those calls
• The names or IDs of the interpreters you expected to be rung
• What you found in Routing Details (were they rung, declined, or never rung?)

This lets the support team quickly trace the exact calls.

Submit a request

Author notes (remove before publishing)

• Insert screenshots at the marked placeholders to match house style.
• Verify the Step 5 navigation path for account language/service-type permissions.
• Consider whether to state the ring model (simultaneous vs. sequential) and any ring timeout — left out here because I couldn't confirm exact behavior; add if you have authoritative numbers.
• Confirm terminology ("account" vs. "client company," "communication type" vs. "call type") matches your current KB conventions.