Unable to Take Calls

When a customer initiates a call with an Advisor, Keen dials both parties using the number 1-800-ASK-KEEN (1-800-275-5336).

To connect:

• Both the Advisor and the customer must press 1 when prompted.

• If the first attempt isn’t answered, we’ll try up to two more times using different 800 numbers to help ensure a connection.

🧪 Can I Test My Phone to Make Sure It’s Working?

Yes! Advisors can send yourself a Test Call from your Advisor Dashboard:

1. Set your availability to take calls to launch the Call Monitor.

2. Click Send Test Call to ensure your device is properly set up to receive Keen calls.

⚠️ Common Issues & Troubleshooting

My Calls Go to Voicemail or Don’t Ring

This issue is often caused by default settings that block or silence calls from unknown or toll-free numbers.

 Check These Settings on Your Device:

iPhone (iOS) Users:

• • • Turn off Silence Unknown Callers
      • • Go to Settings > App > Phone > Silence Unknown Callers → Toggle OF
    • Turn off Do Not Disturb, Focus:
      
      • • Go to Settings > Focus → Tap each mode (Do Not Disturb, Sleep, etc.) and Delete or Toggle Off
    • Turn off Airplane Mode:
      • • Go to Settings > Airplane Mode → Toggle Off

Android Users

(Note: Steps may vary by device)

• • Turn off Call Blocking:
    • • Open Phone app > Tap the 3-dot menu > Settings > Call Blocking → Turn Block Anonymous Calls OFF
  • Turn off Do Not Disturb, Bedtime, or Airplane Mode:
    

    • • Go to Settings > Sound & Vibration > Do Not Disturb → Turn OFF

      • Go to Settings > Network & Internet > Airplane Mode → Turn OFF

My Phone Rings But Nothing Happens When I Press “1”

If your phone rings but pressing “1” doesn’t connect the call, it may be due to call routing or device settings.

Try the following:

1. Turn off Bluetooth and Wi-Fi Calling (especially on mobile phones).

2. Add 1-800-ASK-KEEN (1-800-275-5336) to your contacts to ensure calls are recognized and not blocked.

3. Double-check that your phone isn’t filtering or blocking toll-free numbers (see above).

4. Restart your phone (or unplug/replug your landline) to refresh the connection.

If you're still experiencing issues after following these steps, please reach out to our Customer Support team for further assistance.