Troubleshooting Callback and Calling Issues in the On Call Central App

1. Check Your Microphone Permission

On Call Central needs access to your phone’s microphone to place calls through the app.

iPhone

1. Open your iPhone’s Settings.
2. Scroll down and select Apps.
3. Select On Call Central.
4. Make sure Microphone is turned on.

You can also check this under:

Settings > Privacy & Security > Microphone

Make sure On Call Central is enabled.

Android

Steps may vary slightly depending on your phone.

1. Open Settings.
2. Select Apps.
3. Find and select On Call Central.
4. Select Permissions.
5. Select Microphone.
6. Make sure microphone access is allowed while using the app.

Once you’ve confirmed microphone access, return to On Call Central and try the callback again.

2. Check Your On Call Central Permissions

If you don’t see the Callback option at all, your On Call Central user may not have permission to place callbacks.

Check with your account administrator to make sure you have the appropriate calling permissions. Your administrator can log on to the On Call Central web portal > Settings > Manage Users, then click the name of the user. Scroll down to the bottom of the page and ensure "Can place outbound calls *" is marked as "Yes."

If you can see the Callback button but the call isn’t working, continue to the next step.

3. Try a Call From the Dial-Out Tab

Let’s check whether calling works elsewhere in the app.

1. Open On Call Central.
2. Go to the Dial-Out tab.
3. Enter a phone number you can use for testing.
4. Place a test call.

If the test call works, return to the original message and try the Callback button again.

If Dial-Out works but Callback still does not, make a note of this. This is helpful information for our Support Team.

4. Run Test and Repair

If you’re still unable to place the callback, use the app’s built-in troubleshooting tool:

1. Open On Call Central.
2. Go to Settings.
3. Select Test and Repair calling.
4. Follow the instructions on your screen.
5. Once finished, try your callback again.

5. Still Not Working?

Before contacting Support, you can also try:

• Completely closing and reopening the On Call Central app.
• Logging out and logging back in.
• Restarting your phone.
• Making sure you’re using the latest version of the On Call Central app.
• Checking that your phone has a stable Wi-Fi or cellular connection.

Then try your callback one more time.

Contact On Call Central Support

If you’re still unable to make a callback, we’re happy to help! Contact support at Support@oncallcentral.com.

When contacting Support, please provide:

• Your name and your practice or account name
• Your phone model (for example, iPhone 17 or Samsung Galaxy S25)
• A brief description of what’s happening, including any error message you’re receiving or error from the Test and Repair Calling test. 
• A screenshot of the issue, if applicable
• When the problem started and whether it happens every time or only occasionally
• Whether it affects every message or only certain messages
• Whether you can successfully place a call from the Dial-Out tab and whether you completed the Test and Repair calling test
• Whether anyone else on your account is experiencing the same issue

The more information you can provide, the easier it will be for our Support Team to identify what’s happening and get you back up and running.