Why can't my Samsung phone receive Cloud Voice App calls?

On Samsung devices, a few Android system settings can silence or hide incoming calls from the Cloud Voice App even when the app itself is running. If your Samsung phone isn’t alerting you to calls, work through the three checks below until calls come through again:

• Turn on full-screen alerts
• Switch off Do Not Disturb or Focus mode
• Allow Cloud Voice App calls through Do Not Disturb or Focus mode

Note

These settings live in Android (Samsung’s One UI), not inside the Cloud Voice App itself. Do Not Disturb (DND) is Android’s “quiet mode” that mutes notifications, and Focus mode is a scheduled or manual version of the same idea. Menu wording and exact locations can shift between One UI versions, so if a label does not match what you see, look for the closest equivalent.

Tip

Work through the checks in order and test with a real call after each one. As soon as calls ring through, you can stop: you do not need to apply every step.

Turn on full-screen alerts

Full-screen alerts let the Cloud Voice App take over the whole display when a call arrives, so you don’t miss it.

1. Open Settings > Apps.

2. Tap the more options icon in the top-right corner, then choose Special access.

3. Scroll to the bottom of the list and tap Full screen alerts.

4. Locate the Cloud Voice App and switch it on.

   

Note

Full screen alerts is a “Special access” permission. When it is off, an incoming call may show only a small banner at the top of the screen (easy to miss), and the screen may not wake at all when the phone is locked. Turning it on is the most common fix for missed calls.

Switch off Do Not Disturb or Focus mode

If Do Not Disturb or a Focus mode was turned on by accident, it will suppress call alerts. Turn it off:

1. Swipe down from the top of the screen to open the Control Center (Samsung’s Quick panel).

2. Tap the Do not disturb tile or the Focus mode tile to disable it.

   

   When the tile is no longer highlighted, Do Not Disturb or Focus mode is off.

   

Caution

Turning Do Not Disturb off restores notifications for every app on the phone, not just the Cloud Voice App. If the user relies on quiet hours, leave the mode on and instead use the allowlist method in the next section so work calls get through without unmuting everything else.

Allow Cloud Voice App calls through Do Not Disturb or Focus mode

If you need to keep Do Not Disturb or a Focus mode running, add the Cloud Voice App to its list of allowed apps so its call notifications still get through. The steps differ depending on which mode you use.

Tip

This is the best option when the user wants to keep quiet hours (for example, silencing everything overnight) but still receive Cloud Voice App calls.

Do Not Disturb mode

1. Open Settings > Notifications > Do not disturb.

2. Under Allowed during Do not disturb, tap App notifications.

   

3. Tap the add icon and select the Cloud Voice App.

   

Focus mode

1. Open Settings > Modes and Routines and select the Focus mode you want to adjust.
2. In the Choose what this mode does pane, tap Stay focused.
3. Allow notifications from the Cloud Voice App:

   1. Tap Do not disturb.

   2. Under Allowed during Do not disturb, tap App notifications.

   3. Tap the add icon and select the Cloud Voice App.

      

4. Allow the app to run in this mode:

   1. Tap Restrict app usage.

   2. Add the Cloud Voice App.

      

Caution

Focus mode needs both steps completed. If you allow the app’s notifications (step 3) but leave it restricted from running (step 4), Focus mode can still pause the app in the background and calls will not ring. Finish both before testing.