Troubleshooting Your Phones and Calls
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Troubleshooting Your Phones and Calls

Quick checks you can do yourself for the most common phone, calling and voicemail problems, and how to reach us when a fix needs our team.

The short version. When calls stop ringing, the usual cause is Do Not Disturb or call forwarding, and both show as badges at the top of the customer portal. When a desk phone shows No Service, the usual cause is power or the network. Anything this page does not fix, open a ticket from the Support Tickets tab and tell us what you already tried.

Desk phones

My desk phone shows "No Service" or "Registering" and will not make or take calls

  1. Check power and the network cable. Supported phones set themselves up when they are plugged into the network, so a phone without a working network connection cannot sign in. If other devices in the same office have no internet either, the problem is the network rather than the phone.
  2. Restart the phone. Unplug its power for ten seconds and plug it back in. A phone powered through its network cable restarts the same way when you unplug that cable. A restart also picks up any change your administrator made.
  3. Still no service? Open a ticket. Our team checks that your extension is active and that the phone has the right sign-in details, neither of which you can see from your side.

My phone keeps dropping off, or I miss calls now and then

A network that drops out now and then can cause this, so check whether other devices on the same connection have trouble too. Then open a ticket and mention which phones and apps you use: our team can see every device connected to your extension and when each one connected, which is where this kind of problem shows up.

Calls that do not reach you

Nothing rings and every call goes straight to voicemail

My desk phone rings, but the mobile app or browser softphone does not

The app and the browser softphone ring only while you are signed in to them, so sign in first. If you have never been able to sign in to the customer portal, ask your administrator to turn on portal access for your extension.

I want calls to reach my cell phone when my desk phone is unplugged

Turn on Offline call forwarding in Settings and enter your cell number. Offline forwarding sends a call on only when your extension is not connected, for example when the phone is unplugged or the softphone is closed, so a normal day is not affected.

Voicemail

Voicemail emails are not arriving

In Settings → Voicemail, make sure Email Notifications is on. The email address the messages go to is set by your administrator on your extension, so if it is missing or out of date, ask them to correct it. It is also worth checking your junk or spam folder.

I forgot my voicemail PIN

In Settings → Voicemail → Voicemail PIN, enter a new PIN of 4 to 8 digits and click Update. It is separate from your portal password, so changing one never changes the other.

Call quality on the iPhone app

Calls on the app sound choppy or cut out

  1. Run the Voice Quality Check. In the app, go to Settings → Troubleshooting → Voice Quality Check. It runs a 30-second test against your voice server and gives a green, yellow or red result with a recommendation.
  2. Keep the connection mode on Relay Only. Under Settings → Preferences → Connection, Relay Only is the default and the right choice for nearly everyone, because calls keep going when your phone switches between Wi-Fi and cellular.
  3. Send us the Call Flow Logs. The app can email the file to support from its Call Flow Logs screen, and that link is on the sign-in screen too, so you can send it even if you cannot sign in.

When you need us

Open a ticket from the Support Tickets tab in the customer portal, email [email protected], or call support at (470) 305-1234. Tell us which of the checks above you already tried, so we can start from where you left off.

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