If there is an instance where an incoming call is not working and the caller is hearing an engaged tone, please ensure that the DID is mapped correctly to an extension.
Setting the
CLI for an extension does not mean that the extension has been configured to receive incoming calls for the particular DID.Head over to Settings > DID Inventory and ensure that the DID number is listed here.
If the number is not listed here, please contact your Service Provider to ensure that the number has been correctly assigned to your account.
Ensure that the extension/user is listed under the Map to Account field for the corresponding DID.