Frequently Asked Questions 

These Frequently Asked Questions (FAQs) cover a variety of situations you may encounter with your devices.

Why does my device not ring consistently?

Why are there a lot of store quality problems?

Why do my buttons not work correctly on my device?

Why is my device having audio/service quality issues?

Why does my device show no service or network is unavailable?

Why does my phone only have one cable?

Why does my device not ring consistently?

*This issue is generally a ring group or a network issue with the device not receiving the invite packet, PCAPS will be needed for further troubleshooting

1. Ensure device is in the right ring group
2. Confirm that no other device is having this issue on site
3. Ensure the device is receiving the invite through a PCAP
4. If device is not receiving an invite, find what interface it is failing on (LAN or WAN)
   1. If LAN: it is an issue with how it’s being delivered internally on the site and will need further network troubleshooting
   2. If WAN, proceed to the next step
5. If issues persist, please generate a ticket

Why are there a lot of store quality problems?

*Always check the status page first. The status page is updated as soon as possible when we know about an issue and have engaged our team to resolve the issue, you can subscribe for updates as needed

1. Check our status page for any updates on ongoing issues at http://status.simplevoip.us/
2. If issue is not described or reported, please record which sites are affected and/or in which region so we can address the issue as soon as possible. Call records are helpful but not always needed
3. Send information over to Simplevoip2@cisvpn.com for further troubleshooting

Why do my buttons not work correctly on my device?

WARNING: A factory reset will delete all user saved information, such as contacts in Phonebook. Please do NOT factory reset your device unless expressly asked to by a support engineer.

*This is generally an issue with the phone being dirty, make sure no buttons are sticking and the device has been cleaned recently.

1. Ensure the device is cleaned and the button is not stuck or unable to be pressed
2. If your site is behind a VPN do not perform this step. Hold down center okay button from the main screen for 10 seconds and select okay to factory reset
3. If issues persist, please generate a ticket

Why is my device having audio/service quality issues?

*This is generally an issue with network with either packet loss or latency, make sure to check the network as well as swapping handsets

1. First, determine if this is site wide or with a single device. If site wide, look at network prior to any other steps
2. Make sure you hear a dial tone, if you do not, try it on speaker phone. If another phone is available, try swapping handsets and cords to identify root cause
3. If issues persist, please generate a ticket 

Why does my device show no service or network is unavailable?

*This is generally an issue with the cabling and First Steps/ Layer 1 will resolve most of these problems

1. If device will not power or gain a connection on after completing the initial setup, try a new Ethernet drop, Ethernet cord, or move to a working station
2. Wait for device to return to main screen and retest
3. If issues persist, please generate a ticket 

Why does my phone only have one cable?

Although the phones are designed to have a local AC power supply attached, we have provisioned the phones to run off of PoE.

PoE, which stands for Power over Ethernet, draws power from the network. 

By using PoE for the phones, they can be placed anywhere an Ethernet connection is, and not where a power outlet is. 

This allows for flexibility of placement of phones for the network administrators.