📞 Unable to Make or Receive Calls

We’re sorry to hear you're experiencing issues with your phone service. To help us troubleshoot as quickly as possible, please review the steps below and reply with the requested information.

🔍 Basic Troubleshooting

1️⃣ Check Internet Connection

Please confirm:

• Your internet service is working normally
• Other devices can access the internet
• Your network equipment (router/switch) is powered on

2️⃣ Reboot the Device

Please reboot:

• IP Phone / Softphone
• Router / Firewall
• Switch (if applicable)

Wait approximately 2–3 minutes after rebooting.

3️⃣ Check Device Registration

Please confirm if your device shows:

• ✅ Registered / Online
• ❌ Not Registered

If possible, send us:

• A photo of the phone screen
• Or a screenshot of the softphone status

📋 Information We Need

Please reply with:

• Extension number
• Affected phone number (DID)
• Device model
• Your location (office/home)
• Approximate time of the issue

• Example number you tried calling

  Description of the issue:

  • Cannot make calls
  • Cannot receive calls
  • One-way audio
  • No audio
  • Busy tone
  • Calls dropping
  • Registration failed

⚠️ Additional Notes

Softphones

• Confirm whether you are on Wi-Fi or mobile data
• VPNs and firewalls may affect VoIP service

IP Phones

• Verify the network cable is connected properly
• Verify the phone received an IP address

✅ Final Step

After completing the checks above:

• Make a test outbound call
• Test receiving an inbound call
• Confirm whether audio works in both directions

Once we receive the information above, we’ll continue troubleshooting immediately.

Thank you,

UsVox Support Team