I understand that incoming calls work fine, but outgoing calls won’t connect. Let’s go through some step-by-step troubleshooting to get your outbound calling working again. I’ll cover steps that apply to both the Nimbus web interface and the app (or Teams integration), since we aren’t sure which version you’re using. Please follow the steps below in order:

1. Check Your Internet Connection: Outgoing calls require a stable internet connection. Even if you can browse websites, a slight network issue can block call setup. Make sure your device is online and the connection is stable (try loading other sites or a quick speed test). If you’re on Wi-Fi, try moving closer to the router or using a wired connection if possible. Also, if you use a VPN or strict firewall, it might interfere with calls – try turning off the VPN or temporarily disabling the firewall and see if the call goes through. In short, ensure you have enough bandwidth and a steady connection for VoIP calls​

. This will rule out any network glitches as the cause.

2. Verify Permissions and Audio Settings: Nimbus (especially if used via a browser or mobile app) needs permission to use your microphone and related audio features. If permissions are blocked, the call might not initiate properly. Please check the following:

• Microphone Access: Ensure Nimbus is allowed to access your microphone. For example, in Chrome you can click the lock icon in the address bar and make sure microphone access is permitted for the Nimbus site. In Windows or macOS, you may also need to grant microphone access in system settings. On a smartphone or tablet, check the app’s permissions in your device settings (make sure the Nimbus app has Microphone enabled, and on iPhone also enable “Voice Call” or similar if present).
• Audio Device: If you have multiple audio devices or headsets, confirm that Nimbus/Teams is using the correct one. An unrecognized microphone could cause call failures. You can do a quick test call (if using Microsoft Teams integration) to check your microphone and speakers.
• Browser Permissions: If you’re using Nimbus in a web browser, besides the mic permission, ensure the browser itself isn’t blocking pop-ups or new windows that Nimbus might use for calls.

After adjusting permissions or audio settings, try to make an outgoing call again.

3. Restart Nimbus and Try an Alternative Platform: Sometimes the application or browser might just be acting up. A quick restart can fix many issues:

• If you use the Nimbus desktop app or Nimbus via Microsoft Teams: Completely quit the app (and Teams if applicable) and reopen it. Then try placing the call once more.
• If you use Nimbus in a web browser: close the Nimbus web page or tab, then sign in again in a fresh tab. It also helps to clear your browser cache and do a hard reload of Nimbus​

. On Windows, pressing CTRL + F5 while on the Nimbus page forces a refresh that can resolve odd loading issues.

• Try a different platform: If you normally use Nimbus inside the Teams app, try using the Nimbus web portal (via your browser) to make a call, or vice versa. Nimbus can run both within Teams and in a browser, so this is a good test​

. For example, if the Teams-integrated app isn’t letting you call out, go to the Nimbus web interface (or Personal Teams Web App) and see if you can make a call there instead. Similarly, if the browser version is giving trouble, try using Nimbus through the Teams client. This will tell us if the problem is specific to one platform.

• Reboot Device (if needed): If a simple app restart didn’t help, try restarting your computer or device entirely. It’s surprising how often a reboot clears up software hiccups that prevent calls.

4. Update Nimbus (App or Browser): Using the latest version of Nimbus is important, since updates often fix bugs related to calling. If you’re on a mobile device or using a dedicated Nimbus app, check the app store for updates and install the latest version. If you use Nimbus through a browser or Microsoft Teams, make sure your browser is up to date, and that you have the latest Teams updates as well. Outdated software can cause compatibility issues with calling. Installing the newest Nimbus app release or updating your environment can resolve issues that prevent calls from connecting​

. After updating, sign in and test an outgoing call again.

5. Double-Check Call Settings and Dialing Details: If you still can’t make outgoing calls, we should ensure everything is set up for outbound calling:

• Dialing Format: Are you calling an external phone number? If so, make sure you include the full number with country and area codes. Nimbus (via Teams) usually expects phone numbers in the standard international format (E.164). For example, dial +1 555 123 4567 instead of just 5551234567 for a US number. A wrong number format can cause the call to fail without much feedback​

. So double-check the number you’re dialing (no typos, correct country code, etc.).

• Nimbus Outbound Call Feature: Since incoming calls work for you, Nimbus is online – but it’s possible that outbound calling isn’t enabled on your account or service. Nimbus requires that the service (the call queue or team you’re calling from) is allowed to make outbound calls. In technical terms, the Nimbus service needs the outbound calling feature turned on, and a phone number (PSTN) license assigned to it for external calls​

. If this is not in place, users “are not able to dial out”​

and the dial pad might even be disabled. This configuration is usually handled by an administrator. If you suspect this might be the case (for instance, if you never had the ability to call external numbers on Nimbus, or the call button/dial pad is grayed out), please reach out to your IT admin or our support team to confirm your Nimbus account’s outbound call setup. We may need to enable the “Outbound Conversations” feature or assign a proper calling license on the backend so you can make external calls.

• Do Not Disturb/Status: As a quick aside, ensure you are Available/Online in Nimbus/Teams. If your status in Teams is set to Do Not Disturb or Offline, outbound calls could potentially be affected. Since you can receive calls, your status is likely fine, but it’s worth mentioning: you must be online in Teams for Nimbus calling to work properly.

6. Check for Service Issues: If all the above steps look good and you’re still unable to call out, it might be an issue on the service side. It’s rare, but sometimes Nimbus or the underlying phone system could have an outage or known issue. You can check the Nimbus service status page for any reported outages​

. Additionally, if your company uses Microsoft Teams telephony, ensure there are no known calling outages in Teams at the moment.

After going through these steps, please try an outgoing call again. In many cases, these troubleshooting steps resolve the issue where incoming calls work but outgoing calls fail.

If you’re still unable to make outbound calls after trying everything above, don’t worry – we’re here to help. Just reply to this email and let me know the results of the steps (especially note any error message you saw or if nothing happens when you try to call). We can then investigate further. It might involve looking at logs or involving a system administrator to check your Nimbus configuration. Rest assured, we will work to get this sorted out for you as soon as possible.

Thank you for your patience. I hope this guide helps you get back to making calls. Feel free to reach out if you have any questions or if anything is unclear during the process.