Frequently Asked Question
My phone server is up but I don't seem to be getting incoming calls.
Last Updated 2 years ago
You'll need your phone system login details to be able to use this FAQ. If you don't have these please log a support ticket and we will provide them.
IT IS ESSENTIAL YOU DO NOT MAKE ANY CHANGES TO THE CONFIGURATION OF YOUR SYSTEM USING THESE CREDENTIALS. DOING SO MAY IMPACT YOUR TELEPHONE SERVICE. YOU WILL NOT BE COVERED UNDER YOUR SUPPORT CONTRACT IF ANY CHANGES YOU MAKE RESULT IN A SUPPORT TICKET OR SITE VIST
With some SIP providers there is a race condition where a trunk, your connection to the outside world, can be dropped but the provider keeps telling your exchange all is good. This leads to a situation where the trunk can be down but it isn't registered as down, and therefore nothing is done about it. It's normally triggered by connectivity issues. If you know your connection has gone down and you have no external phone lines this will be the cause. A power failure won't normally cause this.
Before continuing make sure your internet connection is up and running and that you can access the outside world. Any internet connection issues will cause issues with your VOIP line.
Most systems we install have monitoring too detect this but it can take 5 minutes or so to kick in. If a resolution is needed faster or the line does not come up you have two possible resolutions:
1)
Restart the system correctly. This should be done by a single, short press of the power button on the system, by logging into the system and pressing CTRL+ALT+DEL or typing restart. Some systems may take a few minutes until they power down.
NEVER force a restart by holding down the power button or removing power. If you need to do this, this is an abnormal condition and you should let us know right away. Forcing a system to shutdown in this manner can cause serious data corruption and may result in an unbootable system especially if any part of the system is processing updates or files at the time.
2)
Log into the system and restart the trunks manually.
Once logged in type:
asterisk -vr
When you are at the prompt type
sip reload
You should see a large amount of text and then be returned to the prompt. Once there type exit and logout at the next prompt
If the problem persists there may be more at play. If you are on a monitored system we will already be aware of the issue, however regardless you should contact us and let us know there is an issue.
IT IS ESSENTIAL YOU DO NOT MAKE ANY CHANGES TO THE CONFIGURATION OF YOUR SYSTEM USING THESE CREDENTIALS. DOING SO MAY IMPACT YOUR TELEPHONE SERVICE. YOU WILL NOT BE COVERED UNDER YOUR SUPPORT CONTRACT IF ANY CHANGES YOU MAKE RESULT IN A SUPPORT TICKET OR SITE VIST
With some SIP providers there is a race condition where a trunk, your connection to the outside world, can be dropped but the provider keeps telling your exchange all is good. This leads to a situation where the trunk can be down but it isn't registered as down, and therefore nothing is done about it. It's normally triggered by connectivity issues. If you know your connection has gone down and you have no external phone lines this will be the cause. A power failure won't normally cause this.
Before continuing make sure your internet connection is up and running and that you can access the outside world. Any internet connection issues will cause issues with your VOIP line.
Most systems we install have monitoring too detect this but it can take 5 minutes or so to kick in. If a resolution is needed faster or the line does not come up you have two possible resolutions:
1)
Restart the system correctly. This should be done by a single, short press of the power button on the system, by logging into the system and pressing CTRL+ALT+DEL or typing restart. Some systems may take a few minutes until they power down.
NEVER force a restart by holding down the power button or removing power. If you need to do this, this is an abnormal condition and you should let us know right away. Forcing a system to shutdown in this manner can cause serious data corruption and may result in an unbootable system especially if any part of the system is processing updates or files at the time.
2)
Log into the system and restart the trunks manually.
Once logged in type:
asterisk -vr
When you are at the prompt type
sip reload
You should see a large amount of text and then be returned to the prompt. Once there type exit and logout at the next prompt
If the problem persists there may be more at play. If you are on a monitored system we will already be aware of the issue, however regardless you should contact us and let us know there is an issue.