Troubleshooting for Phone & Device Functionality Issues

Let's look at some troubleshooting steps for the following issues:

In This Article

• Phones are not Working
• Hot-desking User Issues 
• Audio Quality & Connectivity Issues
• Call Disconnection Issues
• Caller Authentication Issues

Phones are not Working

Check Device Information: 

• Verify the desk phone has the correct MAC address, model, and serial number.
• Check if the issue persists with a particular extension or all phones.
• Verify that the extension is set up correctly.
• Verify that the agent is correctly mapped to the device by going to agent extensions on the admin site; if not, adjust the settings. 
• To confirm LAN/WAN connectivity, try using a different network. Take a look at the internet speed test and try a different connection or ISP.

Checking DHCP is necessary when troubleshooting a desk phone. To do this:

• Go to the network settings of the phone and check the assigned IP address, subnet mask, default gateway, and DNS server details. 
• If no IP address is assigned, check the DHCP server status, network connectivity, and phone settings to make sure the phone is set up correctly to request an IP address via DHCP. 
• Ensure the phone displays an IPv4 address to confirm network availability.

Public IP Check: 

• Check to see whether the public IP has been modified or blocked. If so, change the IP address. 

Hotdesking Phones: 

• Verify that the location is correctly assigned in the provisioning profile for hotdesking phones. 
• This information must be verified once again in the devices part of the admin site, and a provisioning profile must be made along with a location map. 

Provisioning Type: 

• Verify whether the phone is auto-provisioned or manually provisioned. 
• Go to the phone's settings menu usually located under "Settings" or "Advanced".
• Search for an option labelled "Auto Provision" or "Provisioning Server" to determine whether a phone is manually provisioned or auto-provisioned. 
• If the server address is filled in and enabled, the phone is probably set to auto-provision, whereas a blank field indicates manual provisioning. 

RPS Availability: 

• Make sure the RPS (Remote Provisioning Server) has the phone available. 

Firmware Update: 

• Open Settings on your phone, select System or About Phone, then choose Software Update or Check for Updates to see if there are any available updates. 
  • If there is, download and install the most recent version of the firmware.

Reboot/Reset: 

• Try rebooting or resetting your phone. Resolve an issue with your phone by either going back to the factory settings, which will remove all of your data, or turning it off and back on again (a reboot). 

Hot-desking User Issues 

User Type: 

• To ensure the user type is accurate, navigate to the Admin Panel. 
• Within the Configuration tab, locate the Agent Extension section. 
• In the Agent Extension settings, confirm that the device type is designated as "Desk Phone" and that the "Hot Desking" option is toggled on. 

Device Information: 

• Make sure the desk phone's model, serial number, and MAC address are right. 
• Verify that the application and desk phone should have the same information. 

Hotdesking Enablement: 

• To enable hotdesking, ensure that both the phone and the user are enabled. 
• In the device section, enable hotdesking for the phone. 
• Then, within the agent extension, set the device type to desk phone and enable the hotdesking toggle. 

Provisioning Type: 

• Check if the phone is manually or auto-provisioned. 

SIP Password: 

• Verify if the SIP password has been changed. 

Login Credentials:

• Confirm the user is logging in with the correct username and password. 

Location Access: 

• Ensure the user has location access enabled in their profile. 

Line Assignment: 

Check if the user is assigned to another phone button as a Line.

Audio Quality & Connectivity Issues

Bandwidth Check: 

• Verify bandwidth and switch to a different network if necessary. 

Reboot Phone: 

• Reboot the phone to resolve temporary issues. 

Handset Connection: 

• For dial tone issues, ensure the handset jack is properly connected. 

Noise Cancellation Apps: 

• For app users, check if third-party noise cancellation apps are installed and remove them. 

Volume Settings: 

• Confirm the volume is set correctly on the phone. 

App Version: 

• Ensure the app is updated to the latest version. 

Call Disconnection Issues

Network Stability: 

• Verify if network instability is causing disconnections.

Device Issues: 

• Check if the phone or app is malfunctioning. 

Carrier Issues: 

• Confirm if the carrier is experiencing outages or issues. 

Call Duration Limits: 

• Check if there are call duration limits set in the system. 

Power Issues: 

• Ensure the phone or device is not losing power during calls.

Caller Authentication Issues

Authentication Settings: 

• Verify caller authentication settings are properly configured. 

PIN or Password: 

• Confirm the correct PIN or password is being used. 

User Permissions: 

• Check if the user has permissions to access the authenticated feature. 

System Updates: 

• Ensure the system is updated to the latest version.

Now you know the troubleshooting for Phone & Device Functionality Issues. 

Support / Contact

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