10 Common Phone System Issues Diagnosed

10 Common Phone System issues

By Joe Roche on October 17, 2018 in Blueface, Communications & VoIP

Blueface offers customers unlimited customer support for their IP business phone system. Identifying the issue source is a vital first step towards resolution. This post will help Blueface customers diagnose, and in some cases, resolve issues.

Phone System Overview

This post features ten frequently reported issues and quick resolutions. Click any of the links below to quickly navigate to a section.

Unable to Make Calls
Unable to Receive Calls
Call Quality, Drops and Transfers
Panasonic UT Error 90001
Setting up Virtual Fax
Busy Lamp Field
Unified Voicemail
Call Forwarding Configuration
TGP600, TPA65 and TPA60 Cordless Setup

Please Note: This guide is primarily aimed at UC Customers. Many of the best practices relating to firewall settings, SIP ALG, UDP timeout and recommended internet speeds apply to both Legacy and Unified Communications customers.

Troubleshooting First Steps

Troubleshooting

Before you get into specific issues, it’s important to take a few steps to help the Blueface Customer Support Team better understand when you first started experiencing the problem.

– Make a note of when you first noticed the issue.
– Record the error message you received if applicable.
– Check the UC Portal audit log for a record of all changes.

Unable to Make Calls

Call Termination

To diagnose difficulties dialling out, customers should first determine whether it’s a singular fault or an issue with multiple dialling destinations. Follow these steps to get a better idea of why your phone system isn’t dialling.

– Dial internally, locally, nationally and internationally.
– Review your call history to check the timestamps of failed calls.
– Make a note of calls that do not terminate and any error notes.
– Check your phone for any error messages.
– Check the colour of the status light on your phone.
– Dial an offnet number to determine the scope of the issue.

Once you have completed these steps, you’ll be close to determining the source of the problem and helping the Blueface Support Team resolve it quickly.

Unable to Receive Calls

Receive Calls

In some instances, Blueface users will be able to dial out but may experience difficulty receiving calls from certain, or all, destinations.

– Make test calls internally and externally and on more than one device.
– Track the time and date stamp of calls that did not go through.
– Review the details assigned to the suspect DDi.
– Take note of the call flow(s) linked to the device and the user account.
– Listen for an error tone from calls to your DDi or internal number.
– Check for an error message on your phone.
– Check the colour of the status light on your phone.

Call Quality, Calls Dropping and Call Transferring Issues

Call Quality

As VoIP relies on an active internet connection, there are many configuration reasons why a Blueface user may experience intermittent call issues. To determine the source:

– Review any changes to your broadband service, cabling or provider.
– Test inbound and outbound calls to determine the scope of the issue.
– Ensure that the device is a Blueface Panasonic Device or Softphone App.
– Check cables are correctly connected and reset modem / phone handset.
– Test your internet speed, ensure you have minimum 100kbp/s per call.
– 3mbp/s upload and download is recommended for HD Voice.
– Ask the Blueface Customer Support team about QoS settings.
– Contact your ISP if your calling needs eclipse your current speeds.
– Ensure that your jitter (zero) and ping (below 100) are low.
– Firewall: Allow traffic from 194.213.29.0 – 194.213.29.24 IP Range (whole subnet).
– Firewall: Disable SIP ALG and set the UDP Timeout to 200 seconds.

Error 90001 (Panasonic UT Range)

Panasonic Error 90001

Error 90001 suggests that there is not a valid connection between the Internet and the handset. To troubleshoot this, check the following:

Check that your broadband is up and if not, try rebooting your modem.
Check that your network cable is in good repair and that it is correctly connected.
Reboot your handset.
Test your handset in another LAN port.
Firewall: Allow traffic from 194.213.29.0 – 194.213.29.24 IP Range (whole subnet).
Firewall: Disable SIP ALG and set the UDP Timeout to 200 seconds.

Fax Issues

Virtual Fax Error

Only user-level customers can access the fax-to-email function as faxes must be sent from the email address linked to the fax-to-email service. Start by checking the fax format is correct.

Recipient: number@fax.blueface.ie eg 015242000@fax.blueface.ie
Subject Line: Leave blank.
Email Body Copy: Leave blank with no auto-signature.

Please Note: Pages to fax must be attached to the email as a PDF or text document.

If the problem persists after formatting your fax-to-email, review these details:

– Have you been able to fax using this account prior to the disruption?
– Is the number a local or national number?
– What error report displayed after sending the fax.

This information will help the Blueface Customer Support Team root out the problem quickly.

Busy Lamp Field (BLF) Issues

Busy Lamp Field Issue

The first step is determining whether or not the account requiring BLF has been set up for this feature. This can be reviewed on the Unified Communications Portal. For those who are unsure, BLF monitors a specific line on another device also assigned to their account.

– Review the specific line functions on the UC Portal.
– Ensure that button one, two and three are held for incoming calls.
– Add labels to the line for BLF from button four onwards.

Busy Lamp Field Indicators

Disabled: The assigned extension is idle.
Solid Red: The assigned extension is on the line.
Flashing Red Rapidly: Assigned extension has an incoming call.

Voicemail Issues

Voicemail troubleshooting

If a user is unable to access voicemail by calling 171, start by checking that a mailbox has been assigned to the user profile of your choice. To do this:

1. Visit the UC Portal
2. Visit the User Profile tab and select Voicemail.
3. Ensure the voicemail inbox you wish to access is assigned to your profile.

If the mailbox is not allocated to your device:

– Visit the users section on the UC Portal.
– Select the User you would like to allocate the voicemail inbox too.
– Click Allocate. A popup will display Add a Mailbox.
– Click Allocate on the displayed drop-down menu to assign the mailbox to this user.

Call Forwarding Configuration

Call Forwarding

Setting up call forwarding or Follow Me settings is easy on the UC Portal.

– Log into the Unified Communications Portal using your account details.
– Click the Phone icon on the navigation bar to the left of your dashboard.
– Select Callflows from the drop-down menu, followed by Create New Flow.
– Create call logic from the available callflow elements.
– Drag a Ring element into your callflow and click the icon.
– From here you can add users, devices and groups and off-net numbers.

For admin customers, please contact the Blueface Customer Support team to configure call forwarding settings on your account.

TGP600, TPA65 and TPA60 Setup

TGP600 Cordless VoIP

One of the more common hardware requests Blueface receives relates to the TGP600 wireless IP phone and base combination. This guide will help you set up for a truly cord-free experience.

Wireless Handset FAQs

Below is a collection of the most common questions asked about the TGP600 and TPA60 / TPA65 handsets.

How many phones can a base station handle? Up to 8 TPA 60 and 65s.
What is the wireless range? Up to 50 metres but the closer the better.
Where can I find the MAC address? Menu > System Settings > Status > Mac.
What else do I need? Each additional handset requires a €10 Hosted Seat to work.
Can I buy the base separately? No. TGP600 packs exclusively include a handset.

Handset Configuration

Before Blueface users can use the TPA60 and TPA65 wireless handsets, these devices will need to be paired. Steps that begin with Handset or Base involve interaction with your handset or base respectively.

Pairing Devices with Base Station

Handset: The screen should read register unit.
Handset: Hold down the OK button until it says Please Wait.
Base: Hold down the button on the side of the base until a light flashes red.
Handset: Wait for a few more seconds until the phone displays Registered.

Warning! Allow ten minutes for device settings to download before using.

Unpairing Your Handset

Handset: Visit the menu screen and navigate to System Settings.
Handset: Scroll down to System Options
Handset: Select Cancel Base to cancel and delete all bases displayed.

Factory Reset

Handset: Visit the menu screen.
Handset: Navigate to System Settings.
Handset: Dial 136 and select Yes to reset.

Please Note: Handsets will need to be paired again once they are reset.

Get in Touch for More Phone System Tips!

We hope this guide helped clear up some of the issues that you have been experiencing with your phone system. Not a Blueface customer? Contact us for a feature-packed business phone system with unlimited support.

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