Hosted Phone system Troubleshooting Guide

HPBX Basic Troubleshooting Tips

When troubleshooting problems try to get an accurate picture.  Some starting questions to ask:

  • Is it happening on all phones or just one or a few?
  • Is it on incoming calls, outgoing calls, internal calls, or all?
  • Can I dial internally between extensions?
  • Can I retrieve voicemails?
  • What happens if I plug the affected phone into a jack of a phone that is working?
  • Does Auto attendant pick up on incoming calls? Should it be live answer?
  • Call quality issues always track: Time of day, caller ID incoming or outgoing. This will help our support find that exact call

Basic Categories

  • Phones are down
  • Call quality issues
  • Programming Issues
  • Network and IT Hardware issues

Phones are down-Typical scenarios

  • Display is dead
  • Extension number is greyed out
  • Display says Invalid Account
  • Display says No Service
  • Cannot get an IP Address (Hit the OK button)

Possible Fixes

  • Reboot phone(s) Unplug phone cord and power supply if applicable. This is the cord that is plugged into the back of your phone into the INTERENT
  • Check to see if you have Internet access. Bring up a web page on your computer. (Google, YouTube, etc.). If no internet, please call your internet provider.
  • Reboot the modem of your internet provider (Spectrum, AT&T. etc.). Unplug the power cord for 30 seconds and plug back in.

 

Call Quality Issues – These are typically related to poor or insufficient Internet service and Router/Firewalls not properly programmed

  • Echo
  • Broken Speech/Dropped calls
  • Sounds like in a tunnel
  • One way audio

 

Possible Fixes

  • Reboot phone(s) Unplug phone cord and power supply if applicable. This is the cord that is plugged into the back of your phone into the INTERENT
  • Check to see if you have Internet access. Bring up a web page on your computer. (Google, YouTube, etc.). If no internet, please call your internet provider.
  • Reboot the modem of your internet provider (Spectrum, AT&T. etc.). Unplug the power cord for 30 seconds and plug back in.
  • Call your Internet provider and make sure they have the SIP ALG and H225 protocols turned OFF.
  • Replace phone cord to wall jack, handset and/or curly cord.  

 

 

Programming Issues

  • Phone is not ringing when/where it is supposed to
  • Auto Attendant is not picking up when it is supposed to

Possible Fixes

  • Check to see if your Do Not Disturb is turned OFF.
  • Check to see if your volume button is turned all the way down (Off).
  • Reboot phone(s) Unplug phone cord and power supply if applicable. This is the cord that is plugged into the back of your phone into the INTERENT
  • Check to see if you have Internet access. Bring up a web page on your computer. (Google, YouTube, etc.). If no internet, please call your internet provider.
  • Reboot the modem of your internet provider (Spectrum, AT&T. etc.). Unplug the power cord for 30 seconds and plug back in.

 

Network and IT Hardware Items/Providers

  • Backend Phone Server-D&S Technologies custom private labeled provider. Located in secure datacenter in Philadelphia, PA
  • Internet Provider-Spectrum, AT&T, Earthlink etc.
  • Internet provider modem-Arris, Ubee, Motorola, etc.
  • On premise Router/Firewall-Cisco, Sonicwall, Peplink, etc.
  • On Premise computer switch-Cisco, Dell, Netgear, etc
  • Data wiring/Patch panel/Jack
  • Patch Cords
  • VoIP Telephone-Yealink, Polycom, etc.

Possible Fixes

  • First step is to always see if you have internet access. (See above)
  • Run a speed test at speedtest.net if slow than call provider.
  • Call your Internet provider and make sure they have the SIP ALG and H225 protocols turned OFF.
  • Check your Router/Firewall settings-Basic VoIP Router requirements document on dstech1.com website
  • Reboot phone(s) Unplug phone cord and power supply if applicable. This is the cord that is plugged into the back of your phone into the INTERNET
  • Replace phone cord to wall jack, handset and/or curly cord.  

 

 

These are the most common causes of issues with Hosted/Cloud base telephone systems.  If you are unable to fix your issues, please call our office so that we may assist you in getting your business back working 100%

 

 

Questions          D&S Technologies          262-789-1111

www.dstech1.com/Hosted PBX FAQ’s

 

 

HPBX basic troubleshooting PDF