Calls Not Ringing, and How to Port Your Number Into REI Pulse CRM

☎️ PHONE, SMS & EMAIL
October 09, 2026•4 min read

Problem

Incoming calls ring once and then show "call ended." Calls go to the wrong person, don't roll over to backup lines, or never reach your phone. Or you want to bring a number you already own into REI Pulse CRM.

Who it's for

Owners and teams setting up call routing, anyone with calls that are not ringing, and anyone moving an existing business number into REI Pulse CRM. Your phone service runs on LC Phone.

Steps

Part 1: Check how the number is routed

  1. Go to Settings and open Phone System.

  2. Click the number that is not ringing, then click Edit Configuration.

  3. Give the number a friendly name, like "Acquisitions Line," so your team knows which line is ringing.

  4. Pick who rings first. Choose a team member, or enter a forwarding number such as your cell.

  5. To ring more people at the same time, open the Call Forwarding tab and add team members in ring mode.

  6. Set the timeout. This is how long the number rings before it goes to voicemail.

  7. Open Advanced Settings. Leave Call Connect off. When it is on, you have to press a button before you can answer. You can turn on a whisper message if you want to hear which line is ringing.

  8. Click Save.

Part 2: Check the device that should ring

  1. On a computer: allow microphone access in your browser. If calls still fail, log out, clear your cache and cookies, update Chrome, and log back in.

  2. On your phone: install the LeadConnector app from the App Store or Google Play. Log in with the same email you use on desktop.

  3. Allow Notifications and Microphone for the app. Keep the app logged in so calls reach you in the background.

  4. Each team member who takes calls should install the app and log in with their own account.

Part 3: Test it

  1. Call your REI Pulse CRM number from a phone that is not on your account.

  2. Confirm it rings each person in the order you set, then rolls to voicemail.

  3. Write down the time of the test call. Support will need it if something is still wrong.

Part 4: Outbound caller ID

  1. When a team member is assigned to a number, calls they make from the app show that number.

  2. The AI Prospector texts from your default number unless a sequence has its own number. Set your default to the number you want sellers to see.

  3. The system remembers the last number used with each contact, so older conversations may keep using the old number.

  4. Need a sequence to send from a specific number? Text support. Please do not edit the workflows yourself.

Part 5: Porting a number you already own

  1. To port a number in, text the CRM Support Line at 623.323.7862 and ask to schedule a Zoom call for your port.

  2. On the call, our team walks you through the port step by step.

  3. You approve the port from your side and complete a couple of steps, such as signing the authorization letter and any forms that need your signature. We do these together on the call.

  4. Your A2P registration does not move with the number. Our team submits A2P for the ported number and builds the compliance website. Approval takes 24 to 72 hours, usually about 48.

  5. We recommend using the new domain we set up for your registration. If you want to use your own domain instead, you have to complete the A2P registration on your end.

  6. When the port is done, set up routing for the number using Part 1, then test it using Part 3.

Common mistakes

  1. Forwarding to a number that forwards back to REI Pulse CRM. This creates a loop, and the call drops.

  2. Turning on Call Connect and missing calls because nobody pressed the button.

  3. Being logged out of the LeadConnector app, or having notifications off.

  4. Calling leads from your personal phone. Those calls are not tracked in the CRM.

  5. Following an old video. Settings have moved, so ask us if your screen looks different.

  6. Starting a port on your own. Schedule a Zoom call with support so we can do it together.

  7. Expecting texting to work on a ported number right away. A2P has to be approved first.

When to contact support

Text the CRM Support Line at 623.323.7862 if:

  1. Calls still ring once and end after you test.

  2. You have received no calls at all for more than a day.

  3. Calls do not roll over to backup lines.

  4. You want to port a number in. Ask us to schedule a Zoom call.

Include the number, the time of a test call, and who should have answered. If it is not fixed within one business day, text again and ask for an escalation.

Priority: URGENT for calls not ringing. HIGH for porting a number, since it is a setup blocker. NORMAL for routing changes when calls are already ringing.

Support hours are Monday to Friday, 9am to 5pm MST. Live support calls are every Monday and Thursday at 2pm MST.

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