How Do I Troubleshoot My Phones? Print

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Q: Everything is set up correctly but I can’t make or receive calls. What should I do?

  • Confirm that you have activated your lines of service. You can do so by logging into your Control Panel, clicking “Voice Services” and then clicking “Activation.”
  • Verify that the equipment has power, and that the internet connection in the office is functioning correctly. Perform a "power cycle" on the Intermedia equipment, by unplugging the power cable, waiting for at least 30 seconds, then plugging the equipment back in.

Q: I need to change my internet service provider. What do I do and how do I qualify it?

  • Once your new internet is up and running a bandwidth test can be used in order to ensure that your new internet service is of sufficient quality to support Digital Phone Service.

Q: I’m moving. What do I do about my Hosted Phone Service?

  • Your Digital Phone Service may be moved from your current location to a new location that also has an existing internet connection. After moving to new location you can change the 911 address in Control Panel>Voice Services>Numbers&Extensions>10-digit DID of the phone>911 address.

Q: What happens to my phone service if the power is out or the internet is down?

  • Your Auto Attendant will continue to route calls as it is set up until it reaches the timeout setting. If your Auto Attendant times out to a desk phone (extension), calls will go to that extension's failover routing.
  • Failover routing is a feature installed in your Hosted PBX phones. By default, if someone dials a phone's Direct Dial Number while the phones are down, the call will go to voicemail on that desk phone.
  • You can also configure the failover routing to go to another phone number, such as a cell phone, so that calls that come in roll over to that number. To configure your failover routing, click the “Numbers and Extensions” tab in Control Panel and then click on the 10-digit DID of the phone and click on “Failover Routing.”

◦Note: Failover routing is customizable per phone extension. The Auto Attendant, unless it provides a way to route calls to specific extensions, will override the setup of the failover routing.

Q: I am experiencing poor audio quality when making or receiving a call. What causes this and what can I do about this?

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