Screen pop not working

We had the screen POP working previously. Currently we do not see it working. I am looking for help trouble shooting. Can you check if the account is setup properly?

Junk Rescue LLP

(844) 292-5865 main number

I just made a call to the mainline number March 4 3:34 PST the the mail line number, from 6043152159. No Screen pop. How should I trouble shoot this issue?