This may happen due to poor signal, an incorrect dial-in number, system delays, an unrecognised caller ID, or issues with the dial-in service.
Check that the client's telephone number is listed correctly in the client record.
Ask the care worker to try dialling 1470 before their freephone number, as the client may have a withheld number.
If no calls are showing after these checks, raise a new case online and reference the title of this article. Include a specific example of when a care worker has tried to call in so the support team can investigate.