Trouble Shooting VOIP Devices

This section outline in depth on how to trouble shoot VOIP devices.  Please search "Trouble Shooting VOIP Devices - Quick Test".  Do the tests first.


1)  Log into client admin page


3)  Select the line and different registration server to see if the users are shown

It shows how many devices are registered.  It is marked green.  You can make calls and see if it is ringing.


4) Right click on the user that has issues

5) Click on check in each step and see if any of the steps have an error

1)  Registration status.  

If the registration status is ok. Then proceed to step 6.  

If the registration status is not ok:

        If it is a soft phone proceed to step 4.

        If it is a hard phone proceed to step 2.



2)  Provisioning info is not correct: (This does not apply for soft phone)


       a)  Get the mac # of the phone by looking at the back of the phone and                         compare it against the mac# in the system.  Click on extensions and then                 VoIP set up:


     b)  If mac# is not correct or missing, add it to the system on client interface                 under extension/voip setup

     c)  If the mac# is correct, then check if the provisioning url is in the phone

                   i) Use to screen share 

                   ii) Get the ip address from the phone

                              search with the model and brand name on                                                    

                               Follow the instructions to do it.  If not, google it

                             Get the brand name and model and google "How to get voip ip                                address of brand name and model"     

                              Please email the instruction to to be added                               to the knowledge base    

                     iii)  If the phone is not providing an ip.  It is a network issue, we need                            the network engineer to look at it        


                    iv)  Open a browser and enter the ip address.  Make sure the computer                           you are connected to is on the same network as the phone.  Make                           sure on zendesk that the phone has web access enabled.   Follow                             zendesk to go to the phone's webpage to put the provisioning url.


                    v)  Make sure it has the following url:  If                              the phone is cisco then:


                    vi) If not, please put the above url into the phone and save it.  Reboot                          the phone. Unplug and plug the phone back.

   d)  Check if the phone is back up and phone number is on the screen.

       If not, then start from above and follow the procedure one more time.

  e) If the provisioning url is correct, please check the default configs on it. Goto the following url: and click on the brand name.


3)  Provisioning Hit

This checks if the phone was provisioned in the last 24 hrs. In most cases it is going to say "No Hit".  If you provision in the last 24-hrs, and if it says "No hit" go back to Step one: Provisioning Info

If you do step one and still there is no hit.   Put this url  If it didn't return any value, that means our ip is blocked.  You need to contact the network engineer.  If it returns some value, then do step 2 again with an emphasis on url on the following:

            1)  Make sure the url is in the correct format for the phone model.  Some model needs "http" in the url and some don't.  Eg.  Grandstream requires no http and just;   Cisco requires   (slash at the end);  Yealink requires just


             2)  DHCP option on the phone is disabled.  Especially grand stream.

             3)  Right protocol has been selected.  Callture only uses http and not https or ftp or tftp


4)  Wrong Pwd.  

      If it is a soft phone or hard phone that is not on auto provisioning, check if the          password on the phone is correct by verifying it on the system.

       For hard phone that are on auto provisioning, reboot the phone (unplug and               plug the phone back).  Wait for the phone to come back and check the last               provisioning date from step 3.  If it shows the correct date and still wrong Pwd          test fails, then escalate to the phone service provider.


5)  Registration hit:

      If it fails and shows reachable/unreachable, then it indicates that it is a firewall issue and needs to be escalated to user's network engineer.  Possible solutions with the firewall are:

                      Disable SPI firewall

                       Set UDP session timeout to never or 24-hrs

                        Disable SIP Alg


6)  Balance:  Just make sure that the line has balance.  If not, add balance to the line


7)  In/Out calls pcap.  This is a feature that will be added soon.


8)  ASR/ACD:

              ASR - Tells the percentage of calls that were completed.  It is an indication of the quality.  Low ASR might mean that there is issue with the internet or with the underlying carrier.  Test the internet


                ACD:  Average call duration indicates if there is any quality issues.


9)  MTR/Quality/MOS:  Indicates if the calls made through the devices were good in quality.  Low quality either indicates bad internet or underlying carriers are having issues.  Check outbound carrier by making test calls to different destination.  Check inbound carrier quality by checking the ASR/ACD for each of the provider.












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