I am unable to receive any inbound/outbound calls
Your device needs to register with your Innovo Networks PBX in order to receive inbound calls and make outbound calls.
Some reasons why your device may not be able to register your PABX
Possible power outage Device may not be plugged in correctly Internet connectivity has been lost Router/firewall is blocking the device
Further reasons a device may not receive calls:
DND (Do Not Disturb) may be activated on the device to which incoming calls are routed A Call Forward may be set either on the device or on the Innovo Networks (refer to Call Forwarding)Only one extension is set to receive incoming calls – if only one extension is set to receive incoming calls, when that extension is busy, incoming calls cannot be received. To resolve this, a Ring Group may be requested (see Requesting a Ring Group)
Steps to take
- Reboot your router, and then the phones –try to make a call
- Make sure that Call Forward is deactivated (if not able to receive calls)
- Check that the cables are plugged correctly into the device
- Check that you have Internet connectivity to the network in which the phones are connected
- Test your connection (refer to Connection Quality Test)
- Check if your router/firewall settings have changed
Can I use my Current connection?
Recommended Connections Innovo Networks insists on a VoIP optimised, voice-only connection that is dedicated solely for voice with enough bandwidth to support the number of simultaneous calls to be had. Some connections recommended by Innovo Networks: - Business-class Fibre - LTE - Wireless Air
I am not hearing a dial tone.
If you do not hear a dial tone, please check the following: Take note of what is displayed on the screen of the device. If the screen is blank, or an error message is displayed (such as “network unavailable”), it is very likely that there is no connection to the internet and/or the device is unable to register (see Unable to receive/make calls).
- Disconnect and re-connect the telephone cables
- Make sure the telephone is plugged in correctly
- Make sure that your internet connection is working (for the phone network)
I am experiencing poor audio quality Sound quality
The quality of sound on your VoIP line can be affected by a few factors:
- Internet Connection
- Phone
- Network
Internet Connection
- Bandwidth
- Sharing a connection amongst computers and SIP devices An internet connection being shared amongst VoIP phones and PC’s is never recommended. It is very difficult to control how a shared connection is being used – sending a single email, for example, could utilise the entire bandwidth of the connection, leaving little to no bandwidth for voice calls. This is where call quality degradation is experienced. Innovo Netowrks insists on a dedicated, voice-only connection for your SIP devices (see Recommended Connections)
- Poor connection: latency, jitter, packet loss, and type of connection Diagnosing a poor connection: Before attempting any diagnoses, we always recommend restarting your connection and devices before testing to see if the issue still persists Perform a Connection Quality Test (refer to Connection Quality Test) Noting your results,
- Phone Handsets and headsets can cause sound issues. If you are having sound problems on an individual telephone, try testing from another extension, or switching out pieces of equipment (such as the monophone or headset).
- Interference from large and small electronic appliances can cause sound quality problems. Avoid having electronic devices too close to your phone.
- Crossed or tangled cables can cause feedback. For example, if your headset cable is crossed or tangled with your cellphone charger cable, sound issues may be experienced.
- Make sure that the volume on the device is set high enough
Network
Your network involves many aspects such as cabling, switches, routers, cabinets, hubs, patch panels, firewalls. etc. Check if the hardware and configurations are correct and if all devices within your unique network are working accordingly.
Support ticket - how to submit a ticket When contacting Innovo Networks Support, please provide as much information as you can regarding the following points: Detailed description of the issue you are having. If you experience issues placing or receiving calls, also add: The behaviour when trying to make a call – what is seen and heard? What is shown on the display of the device or softphone Specify whether or not the issue was experienced on one or all of the devices Specify the times and numbers of the attempted calls Type of Internet connection (DSL/Cable/Dial-up/Satellite) and name of your Internet Service Provider. Make and model of your SIP device (phone) on which you are experiencing issues.