Telephony Troubleshooting Guide
Welcome to the troubleshooting guide for any issues you are having with the essensys Telephony at your location, and the steps to resolve them. If you have issues not listed here, please raise a new chat with the team, and they can assist with the issues you might be having!
Handset isn't powering on?
Have you plugged your handset into a Floor Port or Switch Port, and it isn't powering on, this section will go through what you need to check and if you do need to raise this with Support.
How is my handset powered? - The handset is powered by POE or Power over Ethernet the power is drawn from the handset by our switches so it would need to be connected correctly to get the power and then turn on.
As an overall first step let's make sure the handset is plugged correctly within the back, it should be plugged into the Network Icon as below (Polycom VVX410 Only) please refer to other manufactures guides if not here.
/Green = Third Party Headset
/Red = Connection from Floor Port/Switch
/Orange = Connection from phone to PC/Laptop/Network Device
/Yellow = Handset of Device
Handset Plugged into a Floor Port
Is it connected to the Switch Port?
Is it connected to the Switch Port that's been assigned, you can check this in Platform by clicking on the Switch Port as below or clicking on Show Details,
Tip-Note that the Status's within these sections mean,
Active = Device Connected
Inactive = No Device Connected
Disabled = Device connected but not assigned to an Occupier or Role.
If we have confirmed it's connected to the correct port on the handset, next we will need to check your patching within your IT Closet or Comms Room, see this guide below to assist in doing this.
If you have confirmed it's connected to the correct Switch and Switch Port that's showing in Platform have you tried to change the Floor Port within the Office/Space or change any cabling either within your Comms Room or if this works by trying another floor port making sure Platform is updated with any changes.
A last step is to connect the handset directly into your Switch Port within your IT Closet or Comms Room, if the handset does power on this would point to an issue with the Floor Port(s) which you may need a contractor to look at for you further if the phone still doesn't power on follow the steps in Handset Plugged Directly into a Switch
Handset Plugged Directly into a Switch Port
Is your handset plugged directly into the Switch Port while you are in your IT Closet/Comms Room but not powering on?
We will guide you through some steps you can follow to try and get this resolved.
Make sure your Switch is powered on or has powered on, if you aren't sure reach out to us on chat or raise a case.
Tip - You may have been sent an automatic alert that there is an issue with your switch, check your support cases.
Have you plugged the cable from the Switch Port to the correct port in the phone, if you aren't sure, check above.
If you've done the above, reach out to us and let us know the steps you've taken and what Switch Port you are plugging into, and we can assist further.
Handset shows time and Date out of Sync
If the handset you have plugged in is showing an error like the below where it shows Time/date out of Sync it would mean the handset isn't talking to the essensys Cloud voice network, we will guide you through what steps you can take to resolve this.
Is the Switch Port it's connected to assigned to a Client and assigned a role?
If not, we'd suggest this is done as a first step, you'll want to make sure it's assigned a Voice role.
The Switch Port you can see in the Space and assigned to the Floor Port, is that actually patched into the Floor Port?
You will need to check and make sure the Floor Port is patched and connected to the correct Switch Port within your Comms Room or IT Closet.
Have you tried to reboot the device?
If you've done the above, reach out to us and let us know the steps you've taken and what Switch Port you are plugging into, and we can assist further.
Extension number won't login to a handset ?
So your handset is powered on and ready to be logged in but when inputting the login details these don't work? You'll want to make sure before you start troubleshooting the number is Active and not a Main Number, IVR or Hunt Group, you'll also need to login the handset either by the code on the handset or by pressing the Guest IN option see here.
Have you checked and made sure the number/extension number is active?
You'll want to make sure as a first step the number you are trying to login is active before trying to login the number you can do this in telephony here.
Is the device type correct?
If you are using a Polycom Handset you'll want to make sure the Device Type is set in Telephony as Polycom Flex. If you are using a Yealink you'll want to make sure it's set as Yealink Flex. We currently do not support any other manufacture devices with this ability.
Has the customer used this handset before and changed the Default PIN?
If the customer has used this number before they may have changed the default PIN when setting their Voicemail, you'll need to confirm this with the customer or reset the PIN back to default here.
We do not suggest Main Numbers are logged in to handsets this can lead to issues where calls are not received, you'll also unable to login any IVR's or Hunt Groups.
If you've done the above, reach out to us and let us know the steps you've taken and what Switch Port you are plugging into, and we can assist further.
My Extension Number isn't receiving or making calls?
If you are facing this issue where your handset is powered on and logged in, but you aren't able receiving or making calls?
I'm not able to make or receive calls?
Make sure the handset is logged in and setup correctly, and follow the guides above if you see any errors.
I can make calls, but I'm not able to receive calls?
You'll want to check DND (Do not Disturb) is enabled on your handset/extension.
I can receive calls, but I'm not able to make calls?
Please make sure you are actually logged in, and your extension is set up to call.
If your extension is logged in please confirm the number you are dialling is working as required, if you are still having issues calling the number then please let the essensys team know the number that you are dialling and what extension it's been dialled from.
My client has their own handset and the phone isn't working?
As this is the clients own phone we are limited in the troubleshooting we can provide. Before we go through this troubleshooting step you'll want to make sure you follow the below first
Make sure the port they have their own phone connected is set as LAN Only in Platform, if the port they are connected to has Voice LAN and Internet or Voice only this would mean their handset is then on the essensys Voice network and not connecting via the Internet as they require.
My clients devices require ports to be opened changes made to the firewall for these to work?
We wouldn't make any changes to our firewall as standard the next step here would be for the customer to take a Public IP and then setup their own network to connect their phones to.
My client requires SIP ALG to be disabled
This is not enabled on our network so wouldn't need to be disabled.
Tried all of the above what next?
If you have tried all of the above do reach out to essensys support either by accessing the Live chat or by raising a case within Platform and we can assist with any further issues that are outstanding with the handset.