Last updated: 2018-12-12
Source: https://support.freshdesk.com/support/solutions/articles/225277-i-m-not-able-to-receive-calls-on-my-freshdesk-app-what-am-i-doing-wrong-
Can you ensure the following:
Your Freshdesk account is set to accept calls via Browser/app (from the Call Button next to the Agent Avatar).The option to allow incoming calls on the app is turned on (under the App Settings).If you are receiving calls from the browser but not on the app, then please ensure the Freshdesk app is running in the background and not closed.Please write to support@freshdesk.com if you are facing issues in finding the options listed above.