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, the network, or a cable in the wrong port: the network cable belongs in the LAN port, never the PC port. When a desk phone shows No Account and will not dial, its key layout has no Line key in the first three positions: add a key of type Line there in the Settings tab, BLF Keys section, then restart the phone. When the handset is silent but the speakerphone works, the handset cord is in the headset jack instead of the handset jack. 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

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.
Check which port the network cable is in: it belongs in the port marked LAN (Internet on some models), never the port marked PC. The back of a desk phone has two network ports that look exactly alike. LAN takes the cable from the wall jack or network switch; PC only passes the connection on to a computer, so a wall cable in the PC port leaves the phone with no network at all. Move the cable to the LAN port. This is the most common cause after a phone has been moved, unplugged or set up for the first time.
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.
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 shows "No Account" and says a direct IP call is disabled when I try to dial

The fix: add a key of type Line. A phone that shows No Account, or refuses to dial because a direct IP call is disabled, has a key layout with no Line key on it. In the customer portal open the Settings tab, find the BLF Keys section for that phone, add a key, set its Type to Line, then save and restart the phone. It has to be one of the first three keys: further down, the phone cannot use it as its line.

Why it happens. A Line key is what carries your phone account. When a desk phone sets itself up it clears every key position the layout does not fill, so a layout with no Line key does not leave the old one alone, it removes it. The phone is then left with no account, which is what No Account means, and anything you dial is treated as calling a device directly instead of placing a normal call, which the phone refuses.

Other key lights still working does not rule this out. Keys such as caller ID selections show their own state and keep lighting up normally, because they have nothing to do with the key that carries your account.

A key layout can no longer be saved without a Line key, and a new layout is created with one already in place, so this can only affect a phone whose layout was saved before that check existed. If you see it on a phone whose keys nobody has changed, open a ticket.

The speakerphone works, but the handset is silent

You hear nothing when you pick up the handset, or the other person cannot hear you through it, yet the call works on speakerphone.

Check which jack the handset cord is in: it belongs in the jack marked with a handset icon, never the jack marked with a headset icon. Most desk phones have two jacks for a coiled cord, side by side, and they look the same. A handset cord in the headset jack goes silent while the speakerphone keeps working. Move the cord to the handset jack. This happens most often after a phone has been moved or its cord replaced.
Check that the cord is pushed all the way in at both ends, the handset and the phone, until it clicks.
Still silent? Try another handset or coiled cord if you have one. If the handset stays silent in the right jack, open a ticket and say that the speakerphone works, which points to the handset or its cord.

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

Do Not Disturb. When it is on, a DND badge shows at the top of the customer portal, and one click turns it off. Do Not Disturb is one setting for all of your devices: turning it off in the portal, the mobile app or the browser softphone turns it off on your desk phone too.
Call forwarding. A Forwarding badge means Unconditional Call Forwarding is sending every call to another number. Click it to open Settings and turn it off or change the number.

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

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.
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.
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.

Settings: Do Not Disturb, call forwarding, voicemail and your PIN.
Softphone: calling from your browser.
iOS Mobile App: the app's settings, diagnostics and connection mode.
Voicemail: listening to messages and managing greetings.