(For Professional Care Teams)

Live Calling uses Alexa Calling (1P) to connect Members with their nurse or family. If a family isn’t receiving calls or sees unexpected behavior, use the checklist below to troubleshoot the issue.

⭐ 1. Family Receives a Call From a “Generic U.S. Number”

This happens when the family does not have the Alexa App installed or their Alexa App is not linked to their phone number.

How to Fix

Ask the family to:

• Download the Alexa App (App Store or Google Play)
• Sign in with their Amazon account
• Check that their phone number is added under:
  Alexa App → More → Settings → Your Profile → Your Voice & Phone Number

Why This Matters

• Without the app: calls appear as a generic U.S. number
• With the app: calls appear as “Private Caller” through the Alexa app and all their connected Alexa devices ring, reducing missed calls

⭐ 2. Family Can Call Back Into the Member’s Device (iPhone Only)

On the latest iOS versions, iPhone users can call back directly from their recent call log when they receive a live call from Alexa.

Important Notes

This callback works only if the family received the initial call via Alexa App.

Android phones do NOT support this callback behavior — family members must use the Zemplee Alerts callback from a MESSAGE request instead

This callback does not replace Zemplee Messaging or Care Team Alerts.

⭐ 3. Alexa Asks: “Call their phone or Alexa devices?”

If Alexa gives this choice, Members must say:

👉 “Alexa devices.”

This prevents:

• Calls going only to the phone (which may be silenced)
• Calls showing as unknown numbers
• Missed calls

⭐ 4. Alexa Says: “I can’t find that person.”

This means Alexa does not have a matching contact in the Alexa Address Book.

How to Fix

Verify the Contact's name and number is entered correctly in Zemplee. Ask Support for a re-sync to Alexa.

⭐ 5. Live Call Is Not Connecting

Check the basics:

• Member is close enough to the device
• Internet is working in the Member's home and for the Family
• Family has the Alexa app.
• Family’s phone number is correct
• Family’s device is not on Do Not Disturb

⭐ 6. iPhone vs Android — How Call Logs Work

iPhone Users (iOS)

Missed calls and received calls from Alexa will appear in the regular iPhone call log.

iPhone users can call back directly from their call log.

This callback works only when the initial call came through the Alexa App, not the generic-number path.

Key Benefit:
👉 iPhones support callback into the Member’s Alexa device if the initial call came via Alexa App.

Android Users

Missed or received calls do not appear in the regular Android phone call log.

Instead, Android users must check their Alexa App call history.

How to access Alexa call history on Android:

Open the Alexa App

Tap Communicate (icon at bottom)

Tap the Clock icon or Recents

Here they will see calls made to or from the Member

Important:
👉 Android users cannot call back into the Member’s Alexa device from the app call log.
This is an Amazon platform limitation.

Call Log in the Alexa App: