Feature PBX Troubleshooting

My phone number is not working, why?

There could be several reasons for this.

• If you have problems with inbound calls, it could be that you have not configured your phone properly.
• If you are diverting your number to another number, it could be that you haven't included the country code or you do not have sufficient credit to support the divert.
• If your subscription is for a geographic number, it could be possible that your subscription has been cancelled due to some reason. Contact our support team.
• If you have routed the number to an external destination like your PBX or another provider, please check your details and ensure that your SIP provider is not blocking traffic.
• Loss of Internet connectivity, check with your ISP. If you have checked all of the above and the problem persists, contact our support team.

What does re-booting my phone system mean?

Rebooting the phone means to turn off your phone and turn it back on again.

To reboot the phone, disconnect the cord supplying the electrical power to the phone for 2 minutes and then plug it in back into the same port. Some phones allow you to reboot from the keypad on the phone and some by pressing a button in the phones web program.

My telephone line dials out but does not ring inbound.

• It could be that your phone is set to DND (do not disturb).
• Check your phone's display to make sure that DND is not active.

I keep getting a poor quality of calls, why is this?

Ideally you will need a broadband connection with a speed of at least 128 kbps (like ADSL) to ensure good call quality and successfully use a hosted platform. There are various reasons for this.

A broadband connection is 'always on', thereby ensuring that you can receive and make calls with minimum interruption.

Depending on how you use your Internet connection, you want to make sure that you have enough bandwidth left over for typical Internet traffic (e.g. emails, web browsing, file downloads).

When I make a call it keeps cutting out.

This could well be down to the amount of phones you have on the network or if you are sharing your broadband connection for voice and data. Please contact us to discuss your service.

I have enabled call divert, but the calls are not going to the phone I specified.

Ensure that you have entered the full telephone number including dialling code, to where you want your calls diverted to. If the number you entered is an international number, you will have to enter the country code too.