Solutions for common Virtual Phone problems, including network configuration, call quality issues, spam prevention, and connection problems. This guide helps resolve technical issues with firewall settings, voicemail notifications, and mobile app functionality to restore full Virtual Phone access.
Who can use this?
School and District Admin, Principals and Staff and Teachers with Virtual Phone permission
Before getting started
- Virtual Phone must be enabled for your school
- Admins can contact ParentSquare support to enable Virtual Phone
Network and Firewall Configuration
If your platform restricts inbound traffic using IP address ranges (typically via firewalls), you'll need to add the following IP addresses to your allow lists.
Any function (HTTP Callbacks, WebHooks, WebSocket connections, and RTP/Media) could use IP addresses included in the following IP ranges. Please allow these ranges to enable seamless communication with Virtual Phone APIs.
- 216.147.0.0/18
- 168.100.64.0/18
The following port ranges apply to the various types of traffic that you will exchange with Virtual Phone APIs:
| Type of Traffic | Ports |
| HTTP Callbacks (WebHooks) | As configured by customer (usually TCP ports 80 or 443) |
| WebSockets | As configured by customer (usually TCP port 443) |
| RTP/Media | UDP ports 10000-50000 |
Administrative
Connectivity Issues:
- Monitor network bandwidth during peak usage times.
- Check firewall logs for blocked Virtual Phone traffic.
- Verify IP ranges and ports are properly configured.
Setup and Configuration
Verification Code Issues:
- Check your phone number was entered correctly, is verified and capable of receiving text messages.
- Check you're not blocking messages from unknown numbers.
- Wait a few minutes before requesting a new verification code. Contact support if verification continues to fail.
- Check phone signal and network connection strength and stability.
Virtual Phone Number Area Code:
- Virtual Phone numbers are automatically assigned using your school's area code when available. If no local area code is available, a different area code will be assigned. Contact ParentSquare support if you need a specific area code.
Call Connection and Quality
Connection Issues:
- Check phone signal and network connection strength and stability.
- Check that you're not blocking the Virtual Phone number.
- Confirm office hours settings if calls go straight to voicemail.
Quality Issues:
- Background noise in your calling environment. Use a headset instead of speakerphone and ensure proper microphone positioning.
- Reduce volume on your device.
- Check for multiple audio devices active simultaneously.
Calls Marked as Spam
- Add the Virtual Phone number to your contacts prevents the phone from being treated as spam.
- As a best practice, we recommend that teachers and staff share their Virtual Phone number with families via a post or at in-person events like back-to-school night and ask families to save the number in their contacts.
- The caller's carrier (parents in this case) dictates what shows up on the caller ID. This information may get updated over time when the carriers update their caller ID information.
Mobile App
General Issues:
- Ensure your mobile device has network connectivity. Try switching between WiFi and cellular data.
- Verify you're logged into the correct account. Log out and back into the ParentSquare mobile app.
- Force close and restart the app.
- Verify you have the latest version of the ParentSquare app. If not, update the app to the latest version.
App Notification Issues:
- On the mobile app, check under More > Communicate > Virtual Phone for missed notifications.
- Ensure ParentSquare notifications are enabled.
- Restart your device if notifications still don't work.
Recording and Transcription
Quality Issues:
- Transcription accuracy varies with audio quality and background noise.
- Speak clearly and at a moderate pace during calls.
- Minimize background noise in your calling environment and use a microphone or headset when possible.
Missing Recording or Transcription:
- Check that call recording is enabled at your school level and verify your role allows access to recording features. Contact your Admin about recording settings.
- Ensure you have proper permissions to access call recordings
- Check that the call was properly saved and documented. Allow time for recordings to process after call completion.
- Verify both parties consented to recording during the call.
Block a Phone Number
Blocking Issues:
- Ensure you're accessing the block feature from the correct call log.
- Check that you've selected a valid reason for blocking. Contact your administrator if blocking options are not available.
- Confirm the number was properly added to the block list and check if the caller is using different phone numbers.
- Verify block settings are applied at the correct level (individual vs. school-wide).
- Allow time for blocking to take effect across the system.
Text Message Limitations
Virtual phone numbers cannot receive text messages. Text messages sent to a virtual phone number will not be received. The sender will get an auto-reply notification to that effect.
- Use Direct Messages within ParentSquare for text-based communication.
- Send posts to communicate with multiple families.
- Make voice calls for immediate communication needs.
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