Basic Phone Troubleshooting

This document will go over phone trouble shooting process should your business phones stop working.
(Requirements Prior to calling please gather your account information and billing telephone number)
Contacts you’ll need to know:

Are phones ringing but you can’t hear voice on other end?

Answer: Try troubleshooting from a different phone headset. If the issue is not present on another hand set most likely your hand set needs to be disconnected and reconnected or is defective.

Do you have a dial tone?

Try troubleshooting from a different phone handset. If the issue is not present on another handset most likely your hand set is needs to be disconnected and reconnected or is defective.

Does the phone handset screen light up?

Try troubleshooting from a different phone handset. If the issue is not present on another handset most likely your hand set is needs to be disconnected and reconnected or is defective.

If you have confirmed the problem is not localized. Continue your trouble shooting

Are the all phones completely down?

If so proceed to the next question.

Does the phone system (box in the phone room, that says CISCO/NETGAIN on it) have power (lights are on/blinking)?

If the power appears to be off perhaps the power source or circuit breaker popped. Look for source of power failure and contact Netgain Networks.

Can you call within the office?

If inter office calling is working contact telephone service provide to confirm lines are active. If you cannot call within the office contact Netgain Networks, Inc.

Can you call in from a cellphone?

Document the observed behavior and contact the telephone service provider to confirm phone lines are active. If lines are active contact Netgain Networks, Inc.

Can you call outbound numbers (like your own cellphone)? If you get a recording, what does it say EXACTLY?

Document the observed behavior and contact the telephone service provider to confirm phone lines are active. If lines are active contact Netgain Networks, Inc.

For all issues please try to document/narrow down the issues as clearly as possible, for example

  1. Customers calling in are disconnected as soon as we answer
  2. The line sounds like it has a buzzing/static
  3. Faxes don’t work in or out.

The more SPECIFIC you can be about the problem the faster your phone service provider or Netgain Networks can resolve your issue.

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