Troubleshooting guide for your Deskphone line – Desk Phone

If you have any issues with your Deskphone line, please follow the appropriate steps in the table below, if these initial troubleshooting steps do not solve your issue or if the issue you are having is not listed, please contact our support team by emailing support@desk-phone.com with the following information:

- ISSUE - Details of the issue you are experiencing, please give as much detail as possible as this will help our technicians to identify and resolve the issue as quickly as possible (simply saying 'it's not working' will not help to narrow down the problem).

- EXTENSION/S EFFECTED - Details of which of your extension/extensions are effected. You can confirm either the extension number(s) or the direct dial(s).

- CALL EXAMPLE (INBOUND/OUTBOUND/BOTH) - A call example to include - time & date of call, number dialled/call was made from. If both inbound and outbound calls are effected, please provide a call example for both. Please note that even if you are not able to actually make/receive calls we still need these test calls to be made as our technicians will be able to identify them in the call logs to see where they are failing.

If you can also confirm in the email that you have already followed the steps in the troubleshooting guide that would assist to speed up the investigation.

Problem	Check/Try the following
Unable to make/receive calls	Check that all cables are plugged into the correct ports on your phone Check that your local internet is working. If your internet is not working, you will need to contact your internet provider to ask them to identify the issue. Once the issue with the internet connection has been remedied, you may need to perform a further restart of your handset Perform a restart of your router Perform a restart of your handset(s) Ensure that the 'Do not Disturb' button on your handset has not been accidentally pressed
Unclear/Crackly line	Please check that all cables are plugged in correctly Please check that your internet is working correctly. This may be a sign of latency on the line due to a poor internet connection, please email our support team with a call example (time and date of call, number called/called from) and we can check to see if this is the case.
Phone not ringing when call comes in (but can see that the call is coming through to the phone on the handset screen)	Ensure that the 'Do not Disturb' button on your handset has not been accidentally pressed Check that the ringer volume on the handset has not been turned down
Phone screen not on/not working	Check the power supply is correctly connected
'Invalid Account' Error appearing	This usually suggests that the handset is not getting an internet connection. Please check/try the following: Please check that all cables are plugged in correctly Perform a restart of your router Perform a restart of your handset(s) which are effected by this error

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