The intercom rings, but the right person never gets the call

Find the right troubleshooting path

Use these observations to narrow the cause; they are not a definitive diagnosis.

Work through the checks

1. 1

   Describe the call path that should happen

   Record the intercom, time zone, call time, expected first receiver and fallback. Identify whether each receiver is a desk station, Pass user, phone number or SIP extension. “Reception did not get it” is not enough to determine which stage failed.

   Reference: Add and Configure Receivers in Intercom (opens in a new tab)
2. 2

   Confirm the intercom’s network status

   Most receiver types depend on the intercom’s internet connection. Local SIP is a documented exception when its server remains reachable locally. A powered device or a working badge reader does not prove cloud calling is available. Check outage timing before rewriting the call list.

   Reference: Loss of Network Connection for Intercom (opens in a new tab)
3. 3

   Inspect the active receiver list and schedule

   Open the intercom’s Receivers view and review the list that applies at the reported time. Confirm destinations and ordering with the responsible staff. Test the actual after-hours path rather than assuming a successful daytime call verifies every schedule.

   Reference: Add and Configure Receivers in Intercom (opens in a new tab)
4. 4

   Test receiver behavior explicitly

   For phone/SIP receivers, check the configured accept-call key. Answering the phone may not begin two-way talk until that key is pressed. Also distinguish a missed call from a declined call: Verkada documents different decline behavior for desk stations and the Pass app.

   Reference: Add and Configure Receivers in Intercom (opens in a new tab)
5. 5

   Repeat the visitor’s full experience

   Make a supervised call from the intercom and confirm ringing, acceptance and two-way audio at the intended receiver. Then test the planned fallback without an unintended door release. For supported second-generation devices, the documented Troubleshooting test-call control can help isolate a receiver.

   Reference: Configure Second-Generation Video Intercoms (opens in a new tab)

Verify the result

Verify the first destination and fallback in the relevant time window. Record what the visitor sees/hears and what the receiver sees/hears. Test approved unlock behavior separately with someone at the door.

If the issue remains

Provide the intercom model, timestamps, active receiver list, receiver types and which stage failed. For a single receiver, include its app/device version or phone/SIP destination details privately.