--- title: Why Are My Call Center Users Not Receiving Inbound Calls While Staff Users Are? description: Learn why Call Center users may not receive inbound phone calls while Staff/Admin users do. This article explains phone number conflicts, inbound answering rules, and how to fix call routing issues in AppFueled. --- [Skip to content](https://appfueled.com/help/inbound-calling-limits-0#main-content) [More support](https://appfueled.com/help/kb-tickets/new?hsLang=en-us) ![AppFueled](https://appfueled.com/hs-fs/hubfs/appfueled-logo.png?width=250&height=100&name=appfueled-logo.png) Open main navigation Close main navigation - [More support](https://appfueled.com/help/kb-tickets/new) - [Submit Ticket](https://appfueled.com/support) [Submit Ticket](https://appfueled.com/support?hsLang=en-us) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://appfueled.com/help?hsLang=en-us) 2. [Call Center](https://appfueled.com/help/call-center?hsLang=en-us) 3. [Admin](https://appfueled.com/help/call-center?hsLang=en-us#admin) # Why Are My Call Center Users Not Receiving Inbound Calls While Staff Users Are? ## If your Call Center users are not receiving inbound phone calls, but your Staff/Admin users are, this is usually caused by both user types sharing the same phone number with inbound answering enabled.  When this happens, **inbound calls will always route to Staff/Admin users**, preventing Call Center users from receiving those calls. --- #### 🔍 Why This Happens If the following conditions are true: - Call Center users and Staff/Admin users are using the **same phone number** - **Inbound answering is toggled ON** for both user types ➡️ The system prioritizes **Staff/Admin users**, and inbound calls will only ring to them. --- #### ✅ How to Fix It You have two options, depending on how you want inbound calls handled: --- ### 🛠️ Option 1: Add a Separate Phone Number (Recommended) Assign a **different phone number** to your staff/admin users  - To follow through with this process [submit a ticket here](https://appfueled.com/support?hsLang=en-us)  This allows **both user types** to receive inbound calls independently without conflict. --- ### 🔄 Option 2: Disable Inbound Calling for Staff/Admin Users If inbound calls should only be handled by the Call Center: 1. Turn **Inbound Answering OFF** for Staff/Admin users 2. Leave **Inbound Answering ON** only for Call Center users This ensures all inbound calls route directly to the Call Center but staff/admin users will not receive inbound phone calls.  --- #### ✅ Result Once inbound answering is enabled for **only one user type per phone number**, inbound calls will route correctly and consistently. --- #### 💡 Best Practice For accounts using both Staff/Admin users *and* Call Center users: - Use **separate phone numbers** for each role - Avoid enabling inbound answering for both user types on the same number This prevents routing conflicts and ensures calls reach the correct team. - [Staff](https://appfueled.com/help/staff?hsLang=en-us) - [Reports](https://appfueled.com/help/reports?hsLang=en-us#main-content) - [Templates/ Automated Texts](https://appfueled.com/help/reports?hsLang=en-us#templates-automated-texts) - [Call Center](https://appfueled.com/help/call-center?hsLang=en-us#main-content) - [Admin](https://appfueled.com/help/call-center?hsLang=en-us#admin) - [Call Center Agent Training](https://appfueled.com/help/call-center?hsLang=en-us#call-center-agent-training) - [Phone Number](https://appfueled.com/help/call-center?hsLang=en-us#phone-number) - [Calls Made by Staff/ Service Advisors](https://appfueled.com/help/call-center?hsLang=en-us#calls-made-by-staff-service-advisors) - [Booking Tool](https://appfueled.com/help/booking-tool?hsLang=en-us#main-content) - [Scheduling](https://appfueled.com/help/booking-tool?hsLang=en-us#scheduling) - [Billing](https://appfueled.com/help/billing?hsLang=en-us) - [Rebates](https://appfueled.com/help/rebates?hsLang=en-us) - [Reviews](https://appfueled.com/help/reviews?hsLang=en-us) - [Canned Notes](https://appfueled.com/help/canned-notes?hsLang=en-us) - [Compliance and Legal](https://appfueled.com/help/compliance-and-legal?hsLang=en-us) - [Templates/Automated Texts & Emails](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#main-content) - [Slow Day](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#slow-day) - [Custom Blast](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#custom-blast) - [Recommended Customer Journey](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#recommended-customer-journey) - [Additional CRM Texts/Templates](https://appfueled.com/help/templates-automated-texts-emails?hsLang=en-us#additional-crm-texts-templates) - [SMS Integration](https://appfueled.com/help/sms-integration?hsLang=en-us) - [Merge Tags](https://appfueled.com/help/merge-tags?hsLang=en-us) - [Customer Profile](https://appfueled.com/help/customer-profile?hsLang=en-us) - [Membership](https://appfueled.com/help/membership?hsLang=en-us) - [Referral Codes](https://appfueled.com/help/referral-codes?hsLang=en-us) - [SPAM](https://appfueled.com/help/spam?hsLang=en-us) - [Sidekick Ninja](https://appfueled.com/help/sidekick-ninja?hsLang=en-us) - [Coupons](https://appfueled.com/help/coupons?hsLang=en-us) - [Apple Developer Account](https://appfueled.com/help/apple-developer-account?hsLang=en-us) - [User Types](https://appfueled.com/help/user-types?hsLang=en-us) - [Star Rewards](https://appfueled.com/help/star-rewards?hsLang=en-us) - [App Design](https://appfueled.com/help/app-design?hsLang=en-us) [![AppFueled](https://appfueled.com/hs-fs/hubfs/appfueled-logo.png?width=250&height=100&name=appfueled-logo.png "AppFueled")](https://appfueled.com/?hsLang=en-us) #1 app builder platform for auto repair shops since 2015 **Unlike any other CRM, 🚀 launch your first app like a pro!** [mailto:get@appfueled.com](mailto:get@appfueled.com) Copyright © 2025 AppFueled™ | All rights reserved.