Resolving call issues on IP phones for bOnline VoIP systems

Struggling to make or receive calls on your IP phone? Here's a step-by-step guide to help you resolve these issues and get your IP phone back to full functionality.

If you're a regular user:

Check the power supply of the phone, or the ethernet cable if the phone is using PoE(Power over Ethernet is a means of carrying electrical power through data cables). With PoE-enabled devices, electrical current passes through the ethernet cable along with the data normally carried by an ethernet cable.

If you're an administrator - If it’s a new phone:

• Phone model and MAC address are needed to generate the phone configuration. If this information is incorrect the phones won't be working.

• If the phone model does not appear in the creation menu, it means it’s not supported. In this case, the phone needs to be configured by hand.

Check if other phones of the same model are working:

• If other phones of the same model are working properly, check the firmware version. If the firmware version is different from the working phones, book a session with our onboarding team.

Is the network configuration OK? Using the embedded menu of the phone, check if the network configuration is OK:

• Is the phone on the proper VLAN?

• Does it have an IP address?

• Does it have a gateway and a DNS?

If the problem is related to VLAN, check the configuration of the switch port used by the phone.

You cannot hear the caller, and or the caller cannot hear you:

• Is the microphone muted, or is the speaker volume 0?

  • If you can hear your correspondent and they can’t hear you, check the “mute” button on your phone.

  • If you can’t hear your correspondent and they can hear you, try to adjust the volume on your phone, laptop or mobile.
    

• If using an IP desk phone, ensure the cord is clipped correctly and connects the receiver to the base station.

Your phone keeps losing connection/dropping out:

If you’re having issues with your handset losing connection or dropping out, make use of the following guides: QoS, SIP ALG, and Static DHCP.

Need Help? If you need further assistance, please email our team at voipcare@bonline.com We're here to help!