---
title: "Why can’t I accept phone calls offered to me?"
slug: "why-cant-i-accept-phone-calls-offered-to-me"
description: "If you're not able to accept a call that's routed to you from the notification banner, make sure you have the latest/newest version of Chrome installed."
updated: 2026-03-06T07:55:31Z
published: 2026-03-06T07:55:31Z
canonical: "help.gladly.com/why-cant-i-accept-phone-calls-offered-to-me"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why can’t I accept phone calls offered to me?

Several situations may prevent you from receiving/accepting calls in Gladly, but the scenarios below are the most common.

**Network issues**

Whether the issue is due to your corporate VPN, local network (intranet), or internet provider, network issues could affect how calls are routed in Gladly. Symptoms include:

- [Missed call notifications](https://help.gladly.com/docs/missed-call-notification/) when you are available to receive calls.
- "[Agent browser telephony connection failed](/docs/browser-connection-failed)" error on the Conversation Timeline.
- Dropped calls.

A bad internet connection is more common for those working from home. You may see events in the Conversation Timeline that say "connection failed" when this happens. We recommend running a [network test](https://help.gladly.com/docs/why-am-i-getting-an-unstable-internet-connection-error#run-a-network-test) to confirm your internet connection is stable. Work with your Team Manager to contact Gladly Support if you continue to have issues with receiving phone calls.

**Unable to click 'Accept' from the notification banner**

If you cannot accept calls routed to you from the notification banner because the notification banner is not responsive, ensure you have the latest/newest [version](https://support.google.com/chrome/answer/95414?hl=en#zippy=%2Ccheck-for-an-update-the-current-browser-version) of Chrome installed. Also, make sure you're only using [Chrome](https://help.gladly.com/docs/software-os-browser-requirements) to use Gladly.

![Incoming call notification from Todd Cheng with options to accept or decline.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/phone Notification banner (1).png)

Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.

- Please select the correct business impact (P1 to P4).
- Most requests should be sent as a P4.